ISPAB Code of Practice
Companies who choose to become members of ISPAB agree to abide by the ISPAB Code of Practice. ISPAB members’ allegiance to the Code means that consumers can view the ISPAB logo as a mark of commitment to good business practice. The Code applies uniformly to all Members of ISPAB.
Table of Contents
- Customer Service, Contracts and Complaints
6.2 Customer Complaints
- Online Safety & Security
- Best Common Practice Statements
- Breaches of the Code and Sanctions
- a) The Internet Services Providers’ Association of Bangladesh (ISPAB) brings together Internet Services Providers operating in Bangladesh and represents the interests of its members in regulatory, political, media and public discussions.
- b) ISPAB is committed to establishing and furthering best practice among its members and the wider industry.
- c) A list of mandatory and voluntary legal and regulatory requirements for Internet Services Providers is can be found on the ISPAB website as well as secretariat office. All ISPAB Members are required to familiarise themselves with these requirements.
1.1. Unless otherwise stated, capitalized terms in this document shall have the following meanings:
Articles: Articles of Association of ISPAB
Executive Council: ISPAB Council
Customer: Any customer of a Member
Complaints Procedure: The complaints procedure set out in clause 5.2
ISP: An Internet Service Provider
Members: General and Associate members
Secretariat: ISPAB Secretariat
Terms and Conditions: Any Member’s standard terms and conditions governing the provision of Services to its Customers
2.1. Members shall always act in the best interests of the Internet Services Provider industry and will not act in a way likely to bring the industry into disrepute.
2.2. Members agree to communicate the existence of ISPAB Membership and this code of practice within the Member Company.
2.3. Members are required to provide the Secretariat with core information on their business to help determine membership levels and provide a level of industry data.
2.3.1. The information that should be provided includes but is not limited to: annual turnover, staff numbers, number of subscribers and end user data consumption
3.1. Members will act honestly, fairly and reasonably in all dealings with current and potential customers, other ISPs (both ISPAB members and non-members), and others.
4.1. Members shall use their reasonable endeavors to ensure that their services or promotional material do not contain or encourage anything which is in breach of Bangladeshi law.
5. Customer Service, Contracts and Complaints
5.1.1. Members shall ensure that their terms and conditions, promotional material and pricing information is easy to understand and presented in an accurate, up to date, legible, and suitably prominent way.
5.2. Customer Complaints
5.2.1. Members shall use their best endeavors to resolve complaints from their customers as quickly as possible.
5.2.2. Members agree to abide by the ISPAB Complaints Procedure as set out on the ISPAB website here which provides Members’ customers with an additional avenue of engagement and complaint resolution.
5.2.3. Members will notify ISPAB of a single point of Contact (“Contact”) for the Member who is authorised to deal with ISPAB complaints. The Contact shall be familiar with the ISPAB Complaints Procedure.
6. Online Safety & Security
6.1. Members should help their customers with protecting themselves and their devices online, include through guidance and advice and making available technical tools.
6.2. Members shall use their best endeavors to adopt network and information security best practice.
7. Best Common Practice Statements
7.1. The ISPAB Council may issue Best Common Practice (BCP) statements which complement the Code and set out ISPAB’s expectations on how Members can go beyond what is required of them by law to enhance and protect the reputation of the ISP industry in Bangladesh.
7.2. Members are required to take due consideration of the BCP statements and report to the ISPAB Secretariat on an annual basis, whether they comply with the BCP statements, and if not, how they plan to become compliant.
8. Breaches of the Code and Sanctions
8.1. Breaches of the Code should be notified to the Secretariat.
8.2. The Secretariat will forward the complaint to the Council and, if the Council deems that a further investigation is appropriate, the Member who is alleged to have breached the Code.
8.3. After providing the Member with an opportunity to respond, the Council will issue a decision on whether an actual breach of the Code has taken place and, after having taken all relevant circumstances into account, can:
- require the Member to remedy the breach; and/or
- require an assurance from the Member, or any associated individual, relating to future behaviour, in terms determined by the Council; and/or
- suspend the Member from ISPAB without any reimbursement of membership fees in whole or in part; and/or
- convene a General Meeting of ISPAB for the purpose of considering an extraordinary resolution for the expulsion of the Member, in accordance with Article 2-9 of the Articles;
- At its absolute discretion publish part or all of its decision.