Enterprises must now publicly release their service agreement with clients before providing services, in line with Government Decree 72, which concerns internet and online information management and usage.
According to the new circular, enterprises must provide accurate service to registered users and cannot charge fees for what users have missed or not received.
Providers must also quote prices for their services and include information on billing before offering information content services.
Customers must also know the name of information content service providers as well as how to register, how to extend their susbscription, and how to cancel the service.
All mobile and network service providers are required to temporarily stop working with those violating Decree 72 within three hours of receiving an announcement from relevant authorities.
The circular also asks telecom and mobile service providers and information content providers to have customer services to resolve complaints, and all complaints must be answered in the shortest time.
Information content providers will be in charge of resolving complaints and in case of mistaken charges, they will be responsible for informing telecom and mobile service providers that they must refund customers within 48 hours of their complaints.
The new regulations do not apply to information content services offered through social networks, websites, online games and advertisement services on mobile networks.
