accordance with the instructions as may be given by the Authority. PART SIX COMPLIANCE AND ENFORCEMENT 18. Compliance The Authority shall monitor a Telecommunications Operator’s compliance with the provisions of the Proclamation and this Directive. 19. Procedures for Rectifying Contraventions of Quality of Service Requirement 1) In case of a contravention of a Quality of Service requirement, the Authority shall send a formal notice to the Telecommunications Operator to rectify the problem within twenty (20) working days. 2) In the event that a joint team of the Authority and the Telecommunications Operator determines that the contravention cannot be resolved within twenty (20) working days, the Telecommunications Operator shall be required to submit an action plan to address and resolve the contravention. 3) Any such plan submitted in Sub-Article (2) of this Article, shall be subject to review and approval by the Authority. 4) The Authority shall apply the appropriate sanctions on a Telecommunications Operator for failure to rectify a contravention in accordance with the action plan approved pursuant to Sub-Article (3) of this Article. 20. Compensations 1) For any contraventions of a QoS requirement including for service outages customers shall not be required to pay for the services not received. 2) Affected Customers shall be compensated by Telecommunications Operators in terms of tangible service benefits to the Customer including but not limited to additional airtime or data allowance, except in the case of excused performance due to an event of force majeure. 21. Enforcement 1) Where the Authority, consistent with the provisions of this Directive, the Proclamation, and other instruments that the Authority may issue, determines that a Telecommunications Operator has violated the provisions of this Directive, it shall impose remedies pursuant to Article 52 of the Proclamation that shall include fines or restitution. 2) Without prejudice to Sub-Article (1) of this Article and Sub-Article (4) of Article 19 of this Directive, the Authority’s remedies and sanctions shall be guided by the Council of Ministers Regulation issued pursuant to Article 52(6) of the Proclamation that determines the types of infractions that would result in license revocation, suspension and other administrative measures and stipulate the penalties and the amount of fines to be paid. 8