To strengthen transparency, accountability, and the protection of consumers’ lawful interest, in accordance with the Telecommunications Law, the Telecommunications Regulator of Cambodia (TRC) here by instructs all Internet Service Providers (ISPs) to publicly disclose information on their official websites, official social media platforms, and service locations as follows:

1. Information on Services and Connections ISPs should provide clear, detailed, and easily accessible information on following key points: • Display pricing tables for each service package, initial installation fees, rental or purchase fees for requirement (Modem/ Router), and relocation charges. All displayed prices must clearly specify whether they are “inclusive of taxes and/or value-added tax (VAT)” or not. • Specify required documents such as national ID card or passport, application procedures, the service coverage area, and the maximum waiting period for connection. • Clearly indicate billing date, payment methods, and how users can receive invoices (paper or electronic) and payment receipts. • In cases of scheduled maintenance or unexpected service interruptions, ISPs must notify users in advance or immediately, starting the reason, affected locations, and the estimated time for service restoration.

2. Complaint Receiving and Resolution Mechanism To ensure consumer protection, ISPs shall establish a complaint-handling system as follows: • Provide multiple contact channels, including a 24/7 customer service hotline, email, and/or chat systems. • Clearly specify the complaint-handling process and the maximum timeframe for resolution. ISPs must provide a complaint reference number (Ticket ID) to users for tracking purposes. • All complaint resolutions must be based on technical evidence and confirmed to the users in writing or via electronic communication.

3. Right to File a Complaint with TRC If users are not satisfied with the resolution provided by the ISP, or if their complaint is not resolved within a reasonable timeframe, they have the right to file a complaint with the TRC through the following channels: • Telephone number: 6789 (every working hour) • MPTC Speed Test App • Website: www.trc.gov.kh • In person: Street 102, Sangkat Wat Phnom, Khan Daun Penh, Phnom Penh.