188.   (1)   A person who provides any network service or applications service 
                   shall ----
                  (a)   deal reasonably with consumers; and

                  (b)   adequately address consumer complaints.

           (2)   A person who contravenes subsection (1) commits an offence and shall, on conviction, be liable to a fine not exceeding twenty thousand ringgit or to imprisonment for a term not exceeding six months or to both. 

       
189.   The Commission may designate an industry body to be a consumer forum for the purposes of this Chapter.

190.   (1)   A consumer code prepared by a consumer forum or the Commission shall include model procedures for ----- 

                  (b)   the handling of customer complaints and disputes including an 
                          inexpensive arbitration process other than a court, and procedures 
                          for the compensation of customers in case of a breach of a 
                          consumer code; and/or   

                  (c)   the protection of consumer information.

          (2)   The matters which the consumer code may address may include, but are not limited to ----

                  (a)   the provision of information to customers regarding services, rates 
                          and performance;

                  (b)   the provisioning and fault repair of services;

                  (c)   the advertising or representation of services;

                  (d)   customer charging, billing, collection and credit practices; and

                  (e)   any other matter of concern to consumers.

191.   After the preparation of a consumer code, the consumer code shall be published and notice of it shall be advertised in at least one national language and one English language national daily newspapers for at least three consecutive days.