2) A Licensee shall provide to Consumers information as to whether service charges or rates are subject to periodic changes and how the Consumers will be informed of such changes. 3) All pricing and rate information shall be provided to Consumers in Amharic, English and upon request, in one of the official regional working languages in the Federal Democratic Republic of Ethiopia. PART FIVE BILLING, SPECIAL NUMBER SERVICES, DIRECTORY 12. Consumer Billing 1) A Consumer shall not be billed for a service not used or not subscribed for. 2) A Licensee shall present to the Consumer billing statements that are accurate, timely, and verifiable for post-paid accounts. 3) Information about the bill shall be free from fine-print clauses and exceptions that may confuse Consumers. 4) Upon request of a Consumer for a detailed billing statement, a Licensee shall provide a specific description of the charges for which the Consumer is billed comprising the following: a) A list of all calls made and services used, such as Value Added Services (VAS) made and/or used by the Consumer, and which includes number called, the date of the call, the start time, the duration and the price of the call indicating whether pricing is per minute, per second, per usage, or per capacity. b) An itemized list of the Consumer’s national and international usage, monthly subscription fees, and premium rate charges. c) A list of data services used, including the date and time the session was initiated, the volume consumed in Mega Byte (MB), the duration of the session, the end date and time of the sessions and the price per MB. 5) A Licensee shall be required to establish a method that can be used by pre-paid service Consumers to request and obtain billing information. 6) A Licensee shall offer online itemized bill display, bill downloads and electronic bill payment, provided that such services can only be accessed in a secure manner so as to protect the content from unauthorized access from persons other than the account holder. 7) Billing records shall be kept by a Licensee for no less than twelve (12) months. 8) A Licensee’s contact information for billing inquiries shall be made known to the Consumer. 9) Methods on how to lodge a Complaint with a Licensee’s top management if a dispute relating to a bill is not resolved after an initial attempt shall be clearly indicated to the Consumer. 13. Special Number Services 1) A Licensee required by the Authority or by its terms of License shall: 5