Section 25Sec./Art. 25

Rights of Users. - The user of data transmission services shall have the following basic rights:

(a) To be entitled to data transmission services which are non-discriminatory, reliable, and compliant with the minimum standards set by the NTC. In times of national emergencies or other disasters or calamities, the NTC shall ensure that DTIPs provide continuous and uninterrupted service to agencies and institution providing aid, treatment, and assistance o affected persons;

(b) To be rendered data transmission services within thirty (30) calendar days from application therefor;

(c) For student users enrolled in any public or private educational institutions, to be provided appropriate discount as part of the DTIP's corporate social responsibility;

(d) To receive regular, timely, and accurate billing, and be accorded with courteous and efficient service at business offices and by company personnel;

(e) To be provided with timely correction of billing errors and immediate rebates or refunds by the data transmission service provider without the need for demand by the user; and

(f) To be accorded thorough and prompt investigation of, and action upon, complaints, the data transmission service provider shall endeavor to allow complaints to be received by any means convenient to the end user, including voice calls, post, short messaging service (SMS), multimedia messaging service (MMS), instant messaging applications, and other means of online communication, and keep a record of all complaints received and the action taken thereon.

Subject to the filing of a formal request to the data service provider, a user may request the immediate termination of service without the imposition of fees or penalties, and with the refund of any fee or charge already paid, should a data service provider not consistently comply with paragraphs (a), (e), and (f) of this section or any other minimum performance standards set by the NTC.

CHAPTER V

MISCELLANEOUS PROVISIONS