6) “Consumer” means any person who receives or has received Telecommunications Services from a Licensee by virtue of a service subscription agreement into which he enters or accepts the terms set forth by the Licensee. 7) “Directory” means information published electronically or in hardcopy by a Licensee that includes names and fixed or fixed wireless line telephone numbers of its Consumers, and for business Consumers who would use a mobile, fixed or fixed wireless number as their primary number, solely to the extent the Consumer has agreed, in writing or any other verifiable means, to having his name and/or business name and related number included in the Directory. 8) “License” means any License that has been issued by the Authority. 9) “Licensee” means a person who has been issued a License by the Authority. 10) “Notification of Resolution” means a Licensee’s final decision for resolution of a Complaint, or rejection of a Complaint, which must be indicated in writing or by any other verifiable means. 11) “Person” means any natural or juridical person and any reference to the male gender shall apply equally to the female gender. 12) “Personal Data” shall mean any information relating to an identified or identifiable natural person leading to identify such person, directly or indirectly in particular by reference to an identifier such as a name, an identification number, location data, telephone number, traffic and billing data, and other personal information in the context of Telecommunications Services. 13) “Proclamation” means the Communications Service Proclamation No. 1148/2019. 14) “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. Objective The primary objective of this Directive is to ensure that the rights and interests of Consumers of Telecommunications Services are protected pursuant to the requirements set forth in the Proclamation, including their rights to information, privacy, safety, choice, redress, Consumer education, and qualitative products and services. 4. Scope of Application This Directive applies to all Licensees of the Authority and Consumers of Telecommunications Service. PART TWO CODE OF CONDUCT 5. Obligation to Establish a Code of Conduct 1) All Licensees shall develop a Code of Conduct that shall specify the rights of Consumers, including the Consumer’s right to lodge a Complaint with the Licensee and where the Complaint is unresolved, to file a Complaint with the Authority. 2) The Licensees’ Code of Conduct shall include the requirements set forth in Parts Three to Seven of this Directive. 2