a) A method by which the Licensee creates a record of a Consumer’s Complaints. b) The record of a Complaint shall be retained by the Licensee until the Complaint has been resolved, and will be made available to the Authority where required. c) A Licensee shall endeavor to provide assistance to Consumers whose ability to understand complex Complaint handling and redress processes are limited due to lack of education or linguistic proficiency. d) A Licensee shall provide assistance to Consumers with special needs, including physical or mental disabilities. e) A Licensee shall inform Consumers about the time it will take to resolve specific types of Complaints. f) A Licensee shall inform Consumers with sufficient information and means to inquire on the progress of Complaints. g) A Licensee shall inform Consumers and make available to them an identified escalation process by which the Licensee resolves Complaints efficiently. h) In the event a Complaint is not settled to the satisfaction of the Consumer within ten (10) working days from the date of its filing with the Licensee, the Licensee shall inform the Consumer on his right to lodge a Complaint with the Authority, pursuant to Article 50(3) of the Proclamation by issuing a final “Notification of Resolution.” i) The Licensee shall provide to the Consumer information on the Complaint filing process with the Authority, the Authority’s contact information, and the thirty (30) working day timeframe within which the Consumer needs to file a Complaint to the Authority. 19. Filing a Complaint with the Authority 1) A Consumer’s Complaint shall not be reviewed by the Authority unless the Consumer has first filed a formal Complaint with the relevant Licensee and obtained a decision from the Licensee. 2) Notwithstanding Sub-Article (1) of this Article, a Consumer may file a Complaint with the Authority within thirty (30) working days from date of the decision of the Licensee, where the Consumer is not satisfied by the Licensee’s decision, or the Licensee has failed to consider the Complaint within the prescribed ten (10) working day Complaint resolution period. 3) The process by which the Authority adjudicates Complaints and the remedies it may impose shall be pursuant to the Authority’s Dispute Resolution Directive No. 796/2021. PART EIGHT CONSUMERS’ RESPONSIBILITIES 20. Acceptance of a Licensee’s Terms and Conditions 1) Consumers shall be bound by a Licensee’s terms and conditions of service on return of a signed service agreement, or on clearly accepting the service terms and conditions by any form of communication. 8