- Provide to the relevant authorities all the means necessary for the performance of his duties, in that context, the provider of internet services shall respect the instructions of the legal, military and national security authorities, - Respect the international conventions and treaties ratified by Tunisia, Art. 12 - Subject to these following provisions, the tariffs of the services provided by the internet services’ provider are freely set. The tariffs of the services provided for in paragraph 1 of the article herein are fixed while abiding by the principle of fair treatment of users. The providers of internet services are bound to provide their services on the best economic terms. They shall also inform the people about their general conditions of offers and services and shall publish the tariffs of provisions of each category of service. The providers of internet services shall, before marketing, provide a statement including tariffs in accordance with the following conditions: - One copy of the statement shall be transferred to the national authority for telecommunications at least fifteen (15) days before the marketing of any other planned offer, - In case these offers are proved to be incompatible with the instructions of fair competition and the principle of fixing the tariffs as provided for in the article herein, the national authority for telecommunications may ask the internet service provider to change the tariffs of their services or their selling conditions, - One copy of the describing statement which is freely consultable is electronically available for all and in all the services’ areas concerned. Section 3 – The duties of the service provider towards customers Art. 13 - The provider of internet services is committed vis-à-vis the customers to: - Afford the access to internet services for all by resorting to most efficient technical solutions, - Afford clear information for internet subscribers concerning the subject and methods to have access to the service and the assist them if asked, - Provide a service to respond to the questions and queries of the subscribers and their follow-up through a permanent focal point. Art. 14 - The provider of services shall take the necessary measures to ensure the quality of the services provided for subscribers and shall respect their rights included in the service contract concluded with them, accordingly he is bound to: - Take necessary measures to ensure neutrality of his services, the confidentiality and integrality of the information transmitted within the framework of the services provided in accordance with the legislation and the regulation in force, - Take necessary measures to provide the protection, the security and the confidentiality of personal data which are kept, processed or saved in the ID (Identification Unit) of Page 72 the subscribers in accordance with the legislation and regulation in force, - The non-disclosure to a third party, transmitted or held data, related to the subscribers and notably the nominative ones, and this without consent of the concerned subscriber subject to the requirement imposed by the national defense and public security as well as the prerogatives of the legal authorities and by the legislation in force, - Guarantee the right for every subscriber not to be mentioned in any nominative data base of the provider, except the related to billing, - Guarantee the right to every subscriber to oppose the use of invoicing data related to him, used for purposes of commercial prospecting, - Guarantee the right to every subscriber to rectify his personal data or to complete or to clarify, to update or to remove them, - Respect the duties dealing with the conditions of confidentiality and neutrality within the scope of his contractual relations with the marketing companies of services, - Providing an accompanying and informing service on the available kind of services to be offered for the subscribers by ensuring the protection of their personal data through internet network, - Resort to the solutions and systems allowing to ensure a secure web browsing for children on the internet, - Determine the secure web browsing service for children on the internet and to provide it in the services’ contracts as a service to choose which depends on the will of the client, - Offer the possibility for subscribers to modify their choice regarding the service of secure web browsing for children on the internet and this shall be carried out through fast and easy mechanism. Art. 15 - The provider of internet services is committed, according to the nature of the contracts to be concluded with the subscribers, to ensure the continuity of services and to guarantee a permanent operating of the internet tool and used software program and to take the necessary measures in order to keep the level of the internet service indicators provided for by the standards in force nationally and internationally. The National Authority for Telecommunications shall fix the norms and criteria of the quality of internet services in force, as on the national level, and it ensures the control and evaluation of their respect by the internet service providers. Chapter 5 Settlement of disputes Art. 16 The National Authority for Telecommunications shall, in accordance with the provisions of article 67 of the telecommunications code, resolve disputes likely to be raised among internet services providers as well as the disputes that can be arise with the contacted operators of the public telecommunications networks with whom they have concluded agreements. Official Gazette of the Republic of Tunisia — 23 January 2015 N° 7