16. Minimal Standards Required to Protect Consumer Privacy 1) All collection, processing and maintenance of Personal Data on Consumers shall comply with the laws of the Federal Democratic Republic of Ethiopia. 2) The Personal Data on Consumers shall not be processed and maintained for purposes other than those originally identified and communicated to the Consumers. 3) A Licensee shall provide Consumers choices with regard to the collection, use, and disclosure of Personal Data collected about them. 4) Personal Data collected on Consumers shall not be kept longer than one (1) year after the Licensee has ended its service to the Consumer. 5) Information on Consumers shall not be transferred to any party unless: a) By court order; or, b) The Consumer has specifically agreed, by his written consent or other verifiable means, to transfer his Personal Data. 6) Consumers’ Personal Data shall only be processed in a server or data center located in the Federal Democratic Republic of Ethiopia. PART SEVEN COMPLAINT HANDLING AND ADJUDICATION 17. Complaint Handling 1) A Licensee shall make available to Consumers a Complaint handling process that is transparent, effective, and that facilitates prompt and fair resolution of a Complaint. 2) Consumers shall have the right to submit Complaints about the service(s) a Licensee provides them, including, but not limited to, quality of service, delay in service provision, delay in service restoration, billing, and privacy violations. 3) A Licensee shall provide information to Consumers about its Complaint handling and resolution process in clear and understandable language. 4) Information related to Complaint handling shall include, at a minimum, the following: a) Information that ensures that all Consumers can easily understand how a Complaint may be lodged; b) A toll-free number, e-mail, and physical addresses where the complaint may be lodged; c) If necessary, information on the supporting documents that Consumers shall provide in order to submit a claim. 5) The supporting document referred in Sub-Article 4(c) of this Article shall not be burdensome for the Consumer to obtain. 6) A Licensee shall update the Authority timely with any changes to its Complaint handling processes. 18. Resolution and Redress Process 1) The resolution and redress process shall include, at a minimum: 7