(1) The Commission may specify minimum quality-of-service standards to be met by providers of internet access services or publicly available interpersonal communications services when providing such services to end-users generally, or such class of end-user as the Commission may specify, in respect of any of the following:

(a) customer service, including -

(i) available customer service channels,

(ii) response times on available customer service channels,

(iii) time taken to revert to a customer if an issue is not resolved on first contact, and

(iv) escalation to complaint handling;

(b) complaint handling, including -

(i) available complaint handling channels,

(ii) acknowledgement times, and

(iii) time taken to resolve a dispute;

(c) outages and repairs, including -

(i) notification of planned and unplanned service outages,

(ii) time taken to restore service in the event of service interruption,

(iii) available channels for end-users to report outages,