WHEREAS it is crucial to ensure that the rights and interests of Consumers of Telecommunications Services are protected, including their rights to information, privacy, safety, choice, redress, and qualitative products and services;

RECOGNIZING that a regulatory regime is needed to enforce the protection of consumer rights and interests, as well as to promote investment, encourage competition, and ensure high quality information and Communications Services;

REALIZING the need to require Licensees of the Authority to establish a Code of Conduct that specifies the rights of Consumers;

COGNIZANT of the need to investigate and adjudicate consumer Complaints and ensure that decisions are made promptly, and in an equitable, non‐discriminatory, consistent, and transparent manner;

NOW, THEREFORE, the Ethiopian Communications Authority hereby issues this Consumer Rights and Protection Directive in accordance with Articles 6(2), 6(14), 50(1) and 54(2) of the Communications Service Proclamation No. 1148/2019.