(15)

Articles 20 and 21 shall be replaced by the following: ‘Article 20 Contracts ▐ 1. Member States shall ensure that, where subscribing to services providing connection to a public communications network and/or electronic communications services, consumers and other end-users so requesting have a right to a contract with an undertaking or undertakings providing such services and/or connection. The contract shall specify in a clear, comprehensive and easily accessible form at least: (a) the identity and address of the supplier; (b) the services provided, including in particular: — where access to emergency services and caller location information is to be provided under Article 26, the level of reliability of such access, where relevant, and whether access is provided in the whole of the national territory, — information on any restrictions imposed by the provider regarding a subscriber's ability to access, use or distribute lawful content or run lawful applications and services, — the service quality levels , with reference to any parameters specified under Article 22(2) as appropriate, — types of maintenance and customer support services offered, as well as how to contact customer support, — the time for the initial connection , and — any restrictions on the use of terminal equipment imposed by the provider ; (c) the subscriber's decision as to whether or not to include his or her personal data in a directory, and the data concerned ; (d) particulars of prices and tariffs and the means by which up-to-date information on all applicable tariffs and maintenance charges may be obtained , payment methods offered and any differences in costs due to payment method ; (e) the duration of the contract and the conditions for renewal and termination of services and of the contract, including: — any charges related to portability of numbers and other identifiers; and — any charges due on termination of the contract, including any cost recovery with respect to terminal equipment; (f) any compensation and the refund arrangements which apply if contracted service quality levels are not met; (g) the method of initiating procedures for settlement of disputes in accordance with Article 34; (h) the type of action that might be taken by the undertaking providing connection and/or services in reaction to security or integrity incidents or threats and vulnerabilities , as well as any compensation arrangements which apply if security or integrity incidents occur . The contract shall also include any information provided by the relevant public authorities on the use of electronic communications networks and services to engage in unlawful activities or to disseminate harmful content, and on the means of protection against risks to personal security, privacy and personal data referred to in Article 21(4) and relevant to the service provided. ▐ 2. Subscribers shall have a right to withdraw from their contracts without penalty upon notice of modifications in the contractual conditions proposed by operators. Subscribers shall be given adequate notice, not shorter than one month, ahead of any such modifications and shall be informed at the same time of their right to withdraw, without penalty, from such contracts, if they do not accept the new conditions. Article 21 Transparency and publication of information ▐ 1. Member States shall ensure that undertakings providing connection to a public electronic communications network and/or electronic communications services publish transparent, comparable, adequate and up-to-date information on applicable prices and tariffs , any charges due on termination of a contract and information on standard terms and conditions, in respect of access and use of their services provided to end-users and consumers in accordance with Annex II . Such information shall be published in a clear, comprehensive and easily accessible form. National regulatory authorities may specify additional requirements regarding the form in which such information is to be published. 2. National regulatory authorities shall encourage the provision of comparable information to enable end-users and consumers to make an independent evaluation of the cost of alternative usage patterns, by means of interactive guides or similar techniques. Member States shall ensure that national regulatory authorities make such guides or techniques available themselves or through third parties , free of charge or at a reasonable price . Third parties shall have a right to use free of charge the information published by undertakings providing electronic communications networks and/or services, for the purposes of selling or making available such interactive guides or similar techniques. 3. Member States shall ensure that national regulatory authorities are able to oblige undertakings providing connection to a public electronic communications network and/or electronic communications services to inter alia: (a) provide applicable tariff information to subscribers regarding any number or service subject to particular pricing conditions ; with respect to individual categories of services national regulatory authorities may require such information to be provided prior to connecting the call; (b) regularly remind subscribers of any lack of reliable access to emergency services or caller location information in the service they have subscribed to; (c) inform subscribers of any change to any restrictions imposed by the undertaking on their ability to access, use or distribute lawful content or run lawful applications and services of their choice; (d) inform subscribers of their right to include their personal data in a directory, and of the types of data concerned; and (e) regularly inform disabled subscribers of details of current products and services aimed at them . If deemed appropriate, national regulatory authorities may promote self-or co-regulatory measures prior to imposing any obligation. 4. Member States shall ensure that national regulatory authorities oblige the undertakings referred to in paragraph 3 to distribute public interest information to existing and new subscribers where appropriate. Such information shall be produced by the relevant public authorities in a standardised format and shall inter alia cover the following topics: (a) the most common uses of electronic communications services to engage in unlawful activities or to disseminate harmful content, particularly where it may prejudice respect for the rights and freedoms of others, including infringements of copyright and related right, and their consequences; and (b) means of protection against risks to personal security, privacy and personal data in using electronic communications services. Significant additional costs incurred by an undertaking in complying with these obligations shall be reimbursed by the relevant public authorities. ’