196.   The Commission shall establish procedures or guidelines for the making, receipt and handling of complaints of consumers regarding the conduct or operation of licensees. 

Chapter 4

      Rate Regulation         

197.   (1)   Except as otherwise provided in this Chapter, any network facilities provider, network service provider, applications service provider or content applications service provider may set rates in accordance with the market rates.

           (2)   All of the providers mentioned in subsection (1) are required to publish the rates charged to customers for one or more services. 

198.   The rates established by a provider mentioned in subsection 197 (1) shall be on the basis of the following principles:

                   (a)   rates must be fair and similarly situated persons, not unreasonably 
                           discriminatory;

                   (b)   rates should be oriented toward costs and, in general, cross-
                           subsidies, should be eliminated;

                   (c)   rates should not contain discounts that unreasonably prejudice the 
                           competitive opportunities of other providers;

                   (d)   rates should be structured and levels set to attract investment into 
                           the communications and multimedia industry; and

                   (e)   rates should take account of the regulations and recommendations 
                           of the international organizations which Malaysia is a member.