The Land Transport Regulatory Authority (Complaint Handling Procedures) Rules, 2024
This section is titled “Interpretation” and introduces Part II on the duties of a regulated supplier and consumer.
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About this statute
This section is titled “Interpretation” and introduces Part II on the duties of a regulated supplier and consumer. Section 5 is titled “Duties of consumer” and appears under Part III on the functions of the Complaints Handling Committee. This section is titled “Functions of Committee” and appears in the part on procedures for handling complaints. This section is about a requirement to submit a complaint to a regulated supplier. Section 9 is titled “Submission of complaint to Authority.”
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Provisions of The Land Transport Regulatory Authority (Complaint Handling Procedures) Rules, 2024
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- 3 Verify source ↗
Interpretation
AI-assisted research summary: This section is titled “Interpretation” and introduces Part II on the duties of a regulated supplier and consumer.
3. Interpretation. PART II DUTIES OF A REGULATED SUPPLIER AND CONSUMER
Part
PART II
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Duties of consumer
AI-assisted research summary: Section 5 is titled “Duties of consumer” and appears under Part III on the functions of the Complaints Handling Committee.
5. Duties of consumer. PART III FUNCTIONS OF COMPLAINTS HANDLING COMMITTEE - 4 Verify source ↗
A regulated supplier shall ensure that
AI-assisted research summary: A regulated supplier must keep services or goods safe, reliable, and efficient, avoid misleading price or standard claims, maintain polite consumer communication, submit complaint reports, establish and publish complaint procedures, get them approved by the Authority, and handle complaints under those procedures.
4. A regulated supplier shall ensure that - (a) the regulated services or goods provided are safe, reliable and efficient to consumers and that there are no false or misleading representation with respect to the price and standards; (b) plans and systems are operated in a manner that provides satisfactory the consumers with standards of services as set forth in the licence and other document supplemental to such licence; (c) a language used to consumers is polite; (d) self-assessment reports with regards to complaints handling are submitted to the Authority as required from time to time as set out in the First Schedule; (e) internal consumer complaint procedures are the established, published and submitted Authority for approval; to (f) the consumer complaints are addressed i n compliance with the procedure in paragraph (e); and (g) any other role prescribed under respective sector legislations are performed. Duties of consumer - 5 Verify source ↗
The duties of consumer shall be to
AI-assisted research summary: Consumers must pay for services, use them properly, report complaints timely, keep supporting documents, use polite language, show ID when submitting a complaint, and follow other prescribed sector roles.
5. The duties of consumer shall be to: (a) pay for the services offered; (b) properly use services offered; (c) timely report a complaint to the supplier on loss, delay or dissatisfaction of services; 4 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) (d) ensure possession of relevant documents or evidence to support the complaints; (e) use polite language to regulated supplier; (f) present to the Authority identification card when submitting complaint; and (g) perform any other role prescribed under respective sector legislations. PART III ROLE OF COMPLAINTS HANDLING COMMITTEE Establishment of Committee
Part
PART III
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Functions of Committee
AI-assisted research summary: This section is titled “Functions of Committee” and appears in the part on procedures for handling complaints.
7. Functions of Committee. 1 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) PART IV PROCEDURE FOR HANDLING COMPLAINTS - 6 Verify source ↗
(1) There is hereby established a Complaints
AI-assisted research summary: A Complaints Handling Committee is established to handle complaints involving service providers and consumers on regulated goods and services.
6.-(1) There is hereby established a Complaints Handling Committee which shall be responsible for handling complaints involving a service provider and consumer on regulated goods and services. (2) The members of the committee will be appointed from among the employees of the Authority. Functions of Committee - 7 Verify source ↗
The functions of Committee shall be to
AI-assisted research summary: The Committee must handle unresolved complaints, assess them, investigate whether they are not frivolous or vexatious, summon the parties, and prepare a recommendation for the Board’s order.
7. The functions of Committee shall be to: (a) receive unresolved complaints from the department submitted to it through the Director General; itself (b) evaluate a complaint and satisfy if the complainant has an interest in the matter; (c) conduct an inquiry to establish whether the complaint is not frivolous or vexatious; (d) summon the parties for hearing; and (e) prepare recommendation for the Board’s order. PART IV PROCEDURE FOR HANDLING COMPLAINTS Requirement to submit complaint regulated supplier to
Part
PART IV
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Requirement to submit complaint to regulated supplier
AI-assisted research summary: This section is about a requirement to submit a complaint to a regulated supplier.
8. Requirement to submit complaint to regulated supplier. - 9 Verify source ↗
Submission of complaint to Authority
AI-assisted research summary: Section 9 is titled “Submission of complaint to Authority.”
9. Submission of complaint to Authority. - 10 Verify source ↗
Procedure for handling complaints by Authority
AI-assisted research summary: This section concerns the Authority’s procedure for handling complaints.
10. Procedure for handling complaints by Authority. - 14 Verify source ↗
Withdrawal of complaint
AI-assisted research summary: This provision is titled “Withdrawal of complaint” and sits in Part V on the Board’s powers in complaint handling.
14. Withdrawal of complaint. PART V POWERS OF THE BOARD IN COMPLAINT HANDLING - 8 Verify source ↗
(1) Where a person or his representative is
AI-assisted research summary: A regulated supplier must handle complaints quickly and explain any rejection.
8.-(1) Where a person or his representative is dissatisfied by an act or omission by the regulated supplier shall within seven days from the date of such dissatisfaction, refer his complaint for the consideration. regulated supplier to 5 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) Submission of complaint to Authority (2) The regulated supplier shall determine a complaint within twenty-one days from the date of receipt of the complaint. (3) In the case of rejection, the regulated supplier shall state the reasons for the rejection. - 9 Verify source ↗
(1) Where a complainant is not satisfied with the
AI-assisted research summary: A complainant who is unhappy with a regulated supplier’s response may take the complaint to the Authority within 14 days; the Authority must receive the complaint and may extend the time for good cause.
9.-(1) Where a complainant is not satisfied with the response of regulated supplier to his complaint, he may submit the complaint to the Authority within fourteen days from the date of receipt of a response from the regulated supplier. (2) The Authority shall receive a complaint and require the complainant or his representative to fill a Complaints Lodging Form as set out in the Second Schedule. (3) The Form shall contain the following: (a) date, name, address and signature of the complainant; (b) statement in precise form explaining the complaint and relief claimed; (c) information as to whether the complaint has previously been referred to any other authority for adjudication; and (d) any other information necessary for determination of the complaint. (4) The Authority may, for good cause, extend the time prescribed for making reference of a complaint. Procedure for handling complaints by Authority
Part
PART V
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Powers of Board to determine and make orders
AI-assisted research summary: This section states that the Board has powers to determine and make orders.
15. Powers of Board to determine and make orders. - 15 Verify source ↗
(1) The Board shall, in each case, determine and
AI-assisted research summary: The Board must decide each complaint and make an order, giving reasons, within 14 days.
15.-(1) The Board shall, in each case, determine and make such orders on each complaint submitted. (2) The Board may make the following orders: (a) requiring the party to pay a sum of money; (b) instructing the party to provide services or goods for a specified period; (c) directing the party to provide services or goods on specific terms and conditions; (d) instructing the party to pay the costs of another party or a person attending the matter or producing documents; (e) dismissing the complaint; (f) imposing fines or refunding money; (g) requiring specific performance; (h) establishing an escrow fund; (i) appointing a trustee; and (j) providing other remedies as it deems appropriate. (3) The Board shall within fourteen days determine and make the order which shall contain reasons for such decision. Appeal Cap. 285 - 16 Verify source ↗
Subject to the provisions of Fair Competition
AI-assisted research summary: A person aggrieved by the Board’s decision may appeal to the Fair Competition Tribunal, subject to the Fair Competition Act.
16. Subject to the provisions of Fair Competition Act, a person aggrieved by the decision of the Board may appeal to the Fair Competition Tribunal. PART VI GENERAL PROVISIONS Complaints not to be dealt with
Part
PART VI
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Revocation
AI-assisted research summary: Section 18 is headed “Revocation.”
18. Revocation. _________ SCHEDULES _________ 2 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) THE LAND TRANSPORT REGULATORY AUTHORIT ACT, (CAP. 413) ______ RULES ______ (Made under section 41(1)(d)) THE LAND TRANSPORT REGULATORY AUTHORITY (COMPLAINT HANDLING PROCEDURES) RULES, 2023 Citation Application Interpretation Cap 413 PART I PRELIMINARY PROVISIONS - 17 Verify source ↗
The Authority shall not deal with a complaint
AI-assisted research summary: The Authority must not deal with a complaint if any listed condition applies, including prior amicable resolution, an earlier complaint by the same complainant, a matter already pending or decided by a court or tribunal, or a complaint not submitted under the Rules.
17. The Authority shall not deal with a complaint where- (a) a complaint is lodged and resolved amicably the complainant’s satisfaction as agreed by to both parties; (b) a complaint has previous been lodged by the 8 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) same complainant and resolved in accordance with these Rules; (c) the complaint or part of it is pending before any court, tribunal, arbitrator, judicial or quasi-judicial body or it was previously determined by any court, tribunal, arbitrator, judicial or quasi-judicial body; or (d) a complaint is not submitted in accordance with these Rules. Revocation G.N No. 15 of 2008 - 18 Verify source ↗
The SUMATRA (Complaints and Review
AI-assisted research summary: This section revokes the SUMATRA (Complaints and Review Procedures) Rules, 2008.
18. The SUMATRA (Complaints and Review Procedures) Rules, 2008 are hereby revoked. 9 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) ____________ FIRST SCHEDULE _____________ (Made under regulation 4(d)) SELF-ASSESSMENT REPORT OF HANDLING COMPLAINTS - 1 Verify source ↗
Particulars
AI-assisted research summary: This section is a particulars form asking for the owner's or company's name, telephone/mobile number, address, and email.
1. Particulars Name of (Owner of vehicle/Company): ………………………………………………… Telephone/Mobile No: ...………………………………………………………………… Address: …………………………………………………………………………………. Email: …………………………………………………………………………………… - 2 Verify source ↗
List of complaints received
AI-assisted research summary: This section is a heading for a list of complaints received.
2. List of complaints received: ……………………………………………………………………………….. ……………………………………………………………………………….. ……………………………………………………………………………….. ……………………………………………………………………………… ……………………………………………………………………………… - 3 Verify source ↗
List of complaints handled
AI-assisted research summary: Section 3 is a blank list for complaints handled.
3. List of complaints handled: ……………………………………………………………………………….. ……………………………………………………………………………….. ……………………………………………………………………………….. - 4 Verify source ↗
List of complaints submitted to the Authority
AI-assisted research summary: This section is a heading for a list of complaints submitted to the Authority.
4. List of complaints submitted to the Authority: ………………………………………………………………………………… ………………………………………………………………………………… - 5 Verify source ↗
Nature of recurring complaints
AI-assisted research summary: Section 5 is titled “Nature of recurring complaints,” but the text provided contains no substantive rule beyond the heading and placeholders.
5. Nature of recurring complaints: ………………………………………………………………… …………………………………………………………………. …………………………………………………………………… - 6 Verify source ↗
Describe strategies used to reduce recurring of complaints
AI-assisted research summary: This section asks the respondent to describe strategies used to reduce recurring complaints and to sign a verification statement.
6. Describe strategies used to reduce recurring of complaints: ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… ……………………………………………………………………………………………… VERIFICATION I……………………………………………………… verify that all that have been stated in item1, 2, 3, 4 ,5 and 6 are true to the best of my knowledge. 10 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) Dated at……………………this……………………day of……………….20…… Signed by …………………………………………… (Regulated Supplier/ Representative) SECOND SCHEDULE ____________ (Made under regulation 9(2)) COMPLAINTS LODGING FORM Name of Complainant: ………………………………………………. - 1 Verify source ↗
Section 1
AI-assisted research summary: This section is a form asking for the complainant’s mobile phone, physical address, e-mail, and the respondent’s name.
1. Complainant’s Mobile Phone: ...……………………………………... Physical address: ……………………………………………………... E-mail: ……………………………………………………………….. Name of the Respondent: ……………………………………………. - 2 Verify source ↗
Section 2
AI-assisted research summary: This section is a form prompt asking for the complainant’s mobile phone, physical address, and e-mail.
2. Complainant’s Mobile Phone: ...…………………………………….. Physical address: ……………………………………………………. E-mail: ………………………………………………………………. - 3 Verify source ↗
Section 3
AI-assisted research summary: This section is for stating the nature of the complaint.
3. Nature of Complaint: ………………………………………………... - 4 Verify source ↗
Particulars of complaint
AI-assisted research summary: This section is a placeholder for the particulars of a complaint.
4. Particulars of complaint: …………………………………………………………………………………………… ……………………………………………………………………………………………. ……………………………………………………………………………………………. - 5 Verify source ↗
Adjudication: (State whether the Complaint has been previously referred to any other Authority
AI-assisted research summary: This section asks whether the complaint has already been referred to any other authority for adjudication.
5. Adjudication: (State whether the Complaint has been previously referred to any other Authority for adjudication) ……………………………………………………………………………………………. ……………………………………………………………………………………………. ……………………………………………………………………………………………. - 6 Verify source ↗
Relief sought
AI-assisted research summary: This section provides space for the applicant to state the relief sought and to verify that earlier items in the complaint form are true to the best of the applicant’s knowledge.
6. Relief sought: …………………………………………………………………………………………… …………………………………………………………………………………………… …………………………………………………………………………………………… VERIFICATION I, ……………………………………………………… do hereby verify that what all is stated 11 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) above in item 1, 2, 3, 4 and 5 of this complaint form is true to the best of my own knowledge. Applicant signature …………………………………… …………………………. Date Presented for filling this ………………. day of …………………………………. 20…………. Authorised Officer’s signature ………………………… …………………………… Date Dodoma, 2nd December, 2023 AHMED MOHAMED AME, Chairman of the Board 12
Part
PART I
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These Rules may be cited as the Land Transport
AI-assisted research summary: These Rules may be cited as the Land Transport Regulatory Authority (Complaint Handling Procedures) Rules, 2024.
1. These Rules may be cited as the Land Transport Regulatory Authority (Complaint Handling Procedures) Rules, 2024. - 2 Verify source ↗
These Rules shall apply to complaints involving a
AI-assisted research summary: These Rules apply to complaints between a service provider and a service consumer about regulated services when the complaint is submitted to the Authority for determination.
2. These Rules shall apply to complaints involving a service provider and a service consumer on regulated services submitted to the Authority for determination. In these Rules, unless the context otherwise - 3 Verify source ↗
Section 3
AI-assisted research summary: This section defines key terms used in the complaint handling rules.
3. requires- “Act” means The Land Transport Regulatory Authority Act; “Authority” means the Land Transport Regulatory Authority established under the Act; “representative” means a person who represents a complainant or service provider to the department, Complaint Handling Committee or Authority; “Board” means the Board of Directors of the Authority established under the Act; “Committee” means a Complaint Handling Committee established under rule 6; “Director General” means the Director General of the Authority appointed underthe Act; “department” means any department established by the Board under the Act; “regulated services” means services supplied or offered for supply in a regulated sector and include services 3 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) which the Authority declares to be such services under the Act; and “regulated supplier” means any person engaged in activities in or in connection with a regulated sector and includes any person whom the Authority declares under the Act to be such supplier. Duties of regulated supplier PART II DUTIES OF A REGULATED SUPPLIER AND CONSUMER
Part
Schedule.
- 10 Verify source ↗
(1) The filed Complaint Form and its supporting
AI-assisted research summary: A complaint form and supporting documents must be submitted to the Authority, and the relevant department must check the complaint before handling it.
10.-(1) The filed Complaint Form and its supporting documents shall be submitted to the Authority. (2) The relevant department shall evaluate the filed complaint and satisfy itself- (a) if the complainant has interest in the matter to which the complaint relates; and (b) that the complaint is not frivolous or vexatious. (3) Where the respective department is satisfied that the complaint is in order, shall summon the parties and facilitate to resolve the complaint amicably within 6 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) fourteen days. (4) Where the department fails to handle the complaint, shall be referred forthwith to the Director General who shall submit the complaint to the Committee. Notice of hearing - 11 Verify source ↗
The Committee shall issue seven days written
AI-assisted research summary: The Committee must give the parties seven days’ written notice to appear for a hearing.
11. The Committee shall issue seven days written notice to the parties to appear before it for hearing. Non-appearance by parties - 12 Verify source ↗
(1) Where a party fails to appear before the
AI-assisted research summary: If a party misses the hearing date three times in a row without good cause, the Authority may dismiss the complainant’s complaint or hear the respondent’s case ex parte. If the Authority is satisfied there was good cause, it may re-admit the complaint or hear both parties on the merits.
12.-(1) Where a party fails to appear before the Committee on the date fixed for hearing on three times consecutively, without a good cause, the Authority may- (a) in the case of the complainant, the complaint shall be dismissed; (b) in the case of respondent, the complaint shall be heard ex parte. (2) The Authority may, if is satisfied that failure to appear on the day of hearing was due to good cause may- (a) re- admit a complaint; or (b) consider hearing both parties on merit. Hearing of complaint - 13 Verify source ↗
The Committee shall within twenty-one days after
AI-assisted research summary: The Committee must hear a complaint and send a recommendation to the Board within 21 days after receiving the complaint.
13. The Committee shall within twenty-one days after receipt of the complaint hear the complaint and submit recommendation to the Board for determination. Withdrawal of complaint - 14 Verify source ↗
(1) The complainant may make an application in
AI-assisted research summary: The complainant may ask in writing to withdraw a complaint before the Authority decides, and the Authority must withdraw the complaint and inform the parties once it receives that request.
14.-(1) The complainant may make an application in writing for withdrawal of the complaint to the Authority at any time before the Authority makes a decision. (2) The Authority shall, upon receipt of the application for withdrawal, withdraw such complaint and inform the parties accordingly. 7 Land Transport Regulatory Authority (Complaint Handling Procedures) GN. NO.16 (Contd.) PART V POWERS OF THE BOARD IN COMPLAINT HANDLING Powers to determine and make orders
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