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Service Providers Rights & Responsibilities

Home Consumer Protection Service Providers Rights & Responsibilities

Service Providers Have the Right to:

  • Enforce their Terms of Service and Conditions of a signed contract (unless otherwise stated);
  • Make changes to a Term Contract when necessary to comply with Bermuda laws, provided that they give consumers reasonable advance notice of the changes;
  • Receive payment for services provided to consumers on or before the published due date;
  • Withhold certain confidential information, particularly in instances where the provider may be communicating with someone other than the account holder (for example, a relative); and
  • Conduct planned outages as long as the provider informs affected consumers in advance, unless the outage is planned to last less than five minutes.

Services Providers Have the Responsibility to:

  • Acknowledge consumer complaints within one business day and try to resolve them in a timely manner, typically within 60 days;
  • Allow a contract to be cancelled within the first two weeks of service;
  • Provide honest advertising and clear language that is easy for consumers to understand;
  • Provide fair treatment and access for vulnerable persons;
  • Refrain from sending unsolicited direct marketing without consent from the consumer;
  • Maintain confidentiality and protect the privacy of consumers;
  • Provide advance notice of planned outages to all affected consumers;
  • Provide best estimates on restoration of services for unplanned outages; and
  • Comply with the terms and conditions of their licence with the RA to deliver products and services;