that is clear, understandable, helpful, accurate, and current, in the Amharic, English, and where requested, in one of the official regional working languages in the Federal Democratic Republic of Ethiopia (“Ethiopia”). Such information shall be made available in print format upon request. 2) The pre-contractual as well as service contractual information provided by a Licensee to Consumers must include, at a minimum, the information provided below: a) A list and description of the equipment and services it offers, including the rates, terms, and conditions for those equipment and services. b) Service quality levels offered, the waiting time for initial connection and where applicable, service areas and coverage maps. c) For subscription services, a sample contract for the services provided, and specific and clear information regarding contract cancellation, and where contracted quality service levels are not met, whether refunds or other arrangements are offered. d) Where a Licensee offers Consumers equipment in connection with the service, information with regards to contractual warranties relating to those equipment (if any) as well as specific information regarding maintenance services for those equipment including sample contracts for those equipment. 10. Information Required in Contracts 1) In addition to the provisions in Article 9 of this Directive, a Licensee shall provide Consumers, at a minimum, the following information required in contracts: a) The commencement and termination dates of contracts, and where applicable, renewal of contracts as well as a description of every component service or product included with the service. b) Services that are bundled together such as services from third parties. c) Disconnection and reconnection policies of all services in the contract and any applicable fees. d) Terms and conditions that may apply to a refund of any deposits to the Consumers. e) The Licensee’s Complaint handling process and methods for resolving disputes for both post-paid and pre-paid services. 2) A Licensee shall provide contracts in electronic (digital) or paper format in Amharic, English and upon request, in one of the official regional working languages in the Federal Democratic Republic of Ethiopia. 3) The information required in contracts shall be delivered to Consumers by email, text message or other preferences as agreed to by the Consumer. 11. Pricing Information 1) A Licensee shall provide pricing and rate information to the Consumer in clear, understandable, and accurate language on a website that is dedicated to pricing and in writing at service centers or on demand text service using short code. 4