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Gibraltar Regulatory Authority, 2nd floor, Eurotowers 4, 1 Europort Road, Gibraltar.
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GUIDELINES FOR THE HANDLING OF COMPLAINTS

Under Regulation 19 of the Communications (Authorisation and Licensing) Regulations 2006 (the "Regulations"), the GRA has powers to investigate complaints about breaches of conditions and specific obligations imposed on the persons listed in Regulation 19 (2) of the Regulations.

Under the Communications Act 2006, the GRA has a duty to resolve disputes which fall within the scope of Section 92 (1) of the Act.

These guidelines set out the GRA's processes and submission requirements for such complaints and disputes. In this Notice, "dispute" means a matter that the GRA may resolve by using its dispute resolution powers under Section 97 of Act. These powers are limited in scope and do not cover all of the subject areas within the GRA's remit. Issues that do not fall within the GRA's dispute resolution powers may still be referred to the GRA as a complaint.

These guidelines are intended to help businesses and their advisers to understand the GRA's processes and how best to present a case so that the GRA can deal with it in an efficient manner. These guidelines are not binding on the GRA. However, where the GRA departs from these guidelines, it expects to give reasons for doing so.

Section 2 sets out the GRA's powers and duties and discusses the difference between a complaint and a dispute. Section 3 sets out the GRA's procedures for handling complaints and disputes.

The GRA's required format for submitting complaints is set out in Annex 1. The GRA's required format for submitting a request for the GRA to resolve a dispute is set out in Annex 2.

Attached is the NOTICE CONCERNING THE PROCEDURES AND GUIDELINES FOR THE HANDLING OF COMPLAINTS AND DISPUTES REFERRED TO THE GIBRALTAR REGULATORY AUTHORITY.

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