1.      Service providers shall identify a person or group of persons to receive complaints from customers other than the service providers themselves. Details of how to contact such person or group of persons shall be provided on all written communications sent to customers and also on each service provider’s website. 2.      Service providers shall set certain procedures for the handling of customer complaints and publish them in the form and manner approved by the General Secretariat. These procedures and any amendments shall be subject to the approval of the General Secretariat. Service providers shall not disconnect or change the telecommunications services being provided to a customer that are the subject of a complaint or dispute, other than in accordance with the terms of service approved by the General Secretariat pursuant to Article 96 of this By-Law or as permitted by an order made by the General Secretariat.   Article 95 The General Secretariat shall undertake any other appropriate action to protect the public from harassing, offensive or illegal telecommunications in accordance with the Law, this By-Law and other applicable laws.   Article 96 1.      The General Secretariat may require a service provider to submit draft terms of service for approval and may prescribe a timetable for review, approval and implementation thereof. Terms of service shall be consistent with the Law, this By-Law, and all applicable regulations, rules, orders and License conditions, and shall describe the basic terms of the relationship between the service provider and its customers in the provision and use of telecommunications services. 2.          The General Secretariat shall approve draft terms of service after submission or after amending them as it deems appropriate. Once approved, the terms of service shall replace the customer terms used by a service provider and shall bind it and its customers. 3.          The General Secretariat may issue an order cancelling the requirement that a service provider submit draft terms of service to it for approval where it determines that its approval is no longer required in order to protect the interests of customers.     Article 97 Each service provider shall publish the following information on its website: