4. Service providers must provide their services to all users under the same terms and conditions, without any distinction or discrimination as regards their features including, in particular: 5. a. The fees and charges for services provided; b. The quality of service provided; c. The time at which the requested service is provided; d. Any conditions issued by the Commission. and Service providers must verify that they have provided and activated the Services requested by the user and provide proof thereof when requested. 6. Service providers shall not make any changes to user numbers unless this is in line with the terms and procedures stipulated in a relevant Commission statute. 7. Service providers must provide a sufficient number of outlets to serve the users, taking into account the spread and geographical distribution of users, business hours according to seasons, and the Commission’s issuance of any rules in this regard, in case it deems it appropriate, by a decision of His Excellency the Governor. 8. Service providers must measure the satisfaction of the users using their services, monitor their opinions, requirements and experience, and find solutions to improve their satisfaction and experience. 9. Service providers should prepare and implement plans and programs to raise users’ awareness, publish the rights and obligations of users on their website and in the outlets providing their services, according to the conditions determined by the Commission. Article 13 – Service continuity and fault repair 1. Service providers must repair any service failures as soon as they are discovered by the service provider or are communicated to the service provider by the user, whichever comes earlier, and must ensure that no fees/charges are charged to the user during the period of interruption and faults. 2. Service providers are responsible for the good functioning and timely repair of any elements of their network outside the user’s premises, devices and equipment required for providing services, including any connections and equipment installed or provided by the service providers within the user’s premises, or pursuant to obligations they have accepted when agreeing with the user. The service provider shall bear maintenance and repair expenses related to any such elements, for any reason, also including the natural obsolescence of networks and devices. 14