12) “Request for Dispute Resolution” means a submission made by a complainant requesting the Authority to investigate and resolve a Dispute. 13) “Respondent” means a party against whom a claim is filed or has provided a response to the claim. 14) “Response” means the formal written response submitted to the Authority in response to a claim or to a request by the Authority. 15) “Serve” means the furnishing of documents, information, or data, as the case may be, to another party or to the Authority by way of courier, registered post, electronic mail, and/or fax, or by any other method as may be agreed upon between the relevant parties and the Authority, and “service (v)”, “serving” or “served” shall bear the corresponding meaning. 16) “Working Days” shall mean business working days only and shall not include Saturday, Sunday and any day that has been declared to be a public holiday by the Federal Democratic Republic of Ethiopia. 3. Objectives The main objectives of this Directive are to provide: 1) A framework to resolve disputes between Telecommunications Operators and between consumers and Telecommunications Operators and to ensure that such disputes are resolved in a that is fair, efficient, and cost effective. 2) Clarity on the procedures the Authority will use to adjudicate such disputes; and, 3) Disputing parties the availability of alternative dispute resolution procedures such as mediation and settlement. 4. Scope of Application This Directive applies to all Licensees of the Authority and consumers of Telecommunications Services. PART TWO ADJUDICATION OF DISPUTES 5. The Authority’s Power to Resolve Disputes 1) The Authority shall have the power to resolve any disputes that may arise between the following entities: a) Between consumers and Licensees; and, b) Between Licensees. 2) The Authority may, pursuant to a Complaint filed by consumers, initiate proceedings against a Licensee on any action or relief requested by any party within the scope of the Authority’s power that may, in the Authority’s judgment, best serve the purposes of the Proclamation. 3) The Authority’s Decision may grant or deny in whole or in part, any action or relief requested by any party; or may fashion such other remedy within the scope of the Authority’s power that may, in the Authority’s judgment, best serve the purposes of the Proclamation. 2