4. Where the service provider offers the installation of peripherals or other communications equipment, users must allow persons authorized by the service provider to enter their premises or sites occupied or controlled by the user, and remain in such sites to the extent reasonably necessary for the following purposes: a. Carrying out any required repair or inspection works for such equipment or software or for other tools associated with the provision of a particular service to the user; b. The installation of any communications equipment and tools within the site, for the provision, withdrawal, removal, maintenance or replacement of the service to the user. 5. Users must comply with the terms of any licenses accompanying any software used in the service provider’s hardware and equipment, and respect any related intellectual property rights or any other third party rights associated with the provision of any services, or the installation or use of any equipment on the user’s site (including telecommunication devices and equipment) throughout the period of service provision or of its availability to the user. 6. Users shall be responsible for communications outgoing from their devices or other telecommunication equipment, and shall be responsible for its proper use, at their own cost, regardless of the identity of the person who made or accepted these communications. Users may submit a complaint against the charges for electronic communications that they believe have not taken place through their devices or other electronic communications equipment. PART 4 – SERVICE PROVIDERS’ OBLIGATIONS TO USERS Article 12 – General obligations 1. Service providers must make available multiple, free, and easy-to-access channels for communication between them and the users of their services and products, meeting the following minimum requirements: a. Audio communication means through which the user can access an employee of the service provider. b. Electronic communication means through which the user can access an employee of the service provider. c. Set indicators to measure the performance of communication centers with users, and users’ satisfaction of them and to handle the reasons for any decline in the level of service provided to prevent recurrence. 2. Subject to the provisions of Article 6 of this document, service providers must provide their services to any person applying for them, unless they are unable to provide the requested service for technical or legal reasons. 3. Service providers must provide their services under the terms and conditions agreed with the user and in line with the terms defined in this document, and consistent with their obligations under any Commission statute. 13