,~r.n;:.;,l\· 
SIXTEENTH CONGRESS OF THE REPUBLIC 
) 
{~~ihif (lr lfp~ '~"Htf"bql 
OF THE PHILIPPINES 
) 
First Regular Session 
) 
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liOV 14 I' 1\ :17 
SENATE 
S. No. 
1924 
Introduced by Senator Miriam Defensor Santiago 
EXPLANATORY NOTE 
The Constitution, Article II, Section 24, provides: 
The State recognizes the vital role of communication and information in 
nation-building. 
The arrival of the cellular phone in the early 1980s was a turning point in 
telecommunications. For the first time, pe\lple made and received telephone calls without being 
tied to a specific location. 
Cellular phones have become an essential part of many Filipinos' lives with the number 
of cellular phone users increasing daily. However, cellular phones companies have failed to 
cope with the increasing demand for cellular phone services, and the National 
Telecommunications Commission has received n.umerous'complaints on poor services by these 
companies. 
This bill seeks to establish minimum standards regarding the quality of mobile phone 
service and to monitor complaints regarding such service.' 
• This bill was originally filed during the Thirteenth Congress, First Regular Session. 
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SIXTEENTH CONGRESS OF THE REPUBLIC 
) 
OF THE PHILIPPINES 
) 
First Regular Session 
) 
SENAJ'a " 
S. No. 
1~24 
Introduced by Senator Miriam Defensor Santiago 
, 
AN ACT 
ESTABLISHING MINIMUM STANDARDS 
IN THE QUALITY OF MOBILE PHONE SERVICES 
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NOV 14 P 4 :17 
RECEIVED HY. 
Be it enacted by the Senate and the House of RepresentatiVes of the Philippines in 
Congress assembled: 
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SECTION I. Short Title. - This Act shall be known as the "Cell Phone Subscriber 
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Protection Act." 
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SECTION 2. Declaration of Policy. - It is t}le policy of the State to recognize the vital 
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role of communication and information in nation-building. 
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SECTION 3. Definition. - As used in this Act, the tenn: 
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(A) 
"Public Telecommunications' Entity" or "PTE;' means any person, finn, 
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partnership 
or corporation, 
government 
or 
private, 
engaged 
in the 
provision of 
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telecommunications services to the public for compensation; and 
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(B) 
"Commission" means the National Telecommunications Commission. 
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SECTION 4. Establishment of Standards Regarding Quality of Commercial Mobile 
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Service and Monitoring of Complaints Regarding Such Service.-
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(A) 
In General. - The Commission shall, by rf:gulation, establish such requirements 
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as the Commission considers appropriate to ensure that Public Telecommunications Entities 
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meet minimum standards regarding the quality and performance of such service, which shall 
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include standards regarding connection, reception, and billing practices., 
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(B) 
Complaint System. -
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(1) 
Establishment. - The Commission shall establish and administer a system 
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that makes available a procedure for any subscriber of a commercial 
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mobile service to register a complaint regarding the quality or 
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performance of the service. 
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(2) 
Toll-Free Number. - Such system shall include establishment of a toll-free 
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number applicable to commercial mobile services for reporting a 
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complaint. 
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(3) 
Records. - The Commission shall maintain a record of each complaint 
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made under the system established pursuant to this Act. 
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(4) 
Notice. - The Commission shall require each Public Telecommunications 
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Entity of commercial mobile service to include, in each subscriber's bill 
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for such service, a statement informing the subscriber that a complaint 
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regarding the quality or performance of the service may be registered with 
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the Commission and providing the toll-free number nnder subparagraph 
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(2) and an address for mailing a complaint. The Commission shall take 
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such other actions as may be appropriate to publicize the availability ofthe 
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complaint system to subscribers of commercial mobile services. 
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(C) 
Reporting of Complaints to Congress. - Every six (6) months, the Commission 
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shall submit a report to the Congress regarding complaints received under the complaint system 
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required nnder paragraph (B), which shall-
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(1) 
Indicate the number of complaints received, during the period for which 
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the 
report 
is 
made, 
regarding 
the 
service 
of the 
Public 
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Telecommunications Entity for which a complaint is made; and 
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(2) 
Indicate the types of complaints received during such period, including 
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complaints regarding dead spots, dropped calls, network busy signals, and 
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improper billing practices, and the number of each type of complaint 
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received during such period. 
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Upon submission to the Congress of each report under this subparagraph, the 
Commission shall make such report publicly through publication in at least two (2) newspapers 
of general circulation. 
(D) 
Effect on Consumer Protection Laws. - This paragraph may not be construed as 
relieving any Public Telecommunications Entity from the obligation to comply with any law, 
presidential decree or issuance, executive'order, letter of instruction, ad~inistrative order, rule or 
regulation relating to consumer protection or unfair trade. 
(E) 
Rules and Regulations. - The Commission shall prescribe such regulations as may 
be necessary to carry out the provisions of this Act. 
SECTION 5. Separability Clause. - If any provision or part hereof is held invalid or 
unconstitutional, the remainder of the law or the provision not otherwise affected shall remain 
valid and subsisting. 
SECTION 6. Repealing Clause. - Any law, presidential decree or issuance, executive 
order, letter of instruction, administrative order, rule, or regulation contrary to or inconsistent 
with the provisions of this Act is hereby rep,ealed, modified, or amended accordingly. 
SECTION 7. Effectivity Clause. - This Act shall take effect fifteen (15) days after its 
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publication in at least two (2) newspapers of general circulation. 
Approved, 
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