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<p class=MsoNormal><span style='font-family:"Candara","sans-serif";color:#1F497D'>Thanks
Edith:<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Candara","sans-serif";color:#1F497D'>I
can’t agree more. On the 15 salient issues, and even if it were a mock
survey, I wonder whether our regulator could honestly speaking ably raise over
3/15. This is what we have been making “noises” on. A regulator
might be good on “taming” operators but how realistic would it be
if it does not address the 15 “smart issues”. Curiously, Kenya
seems missing on the study? Any idea of whom Consumers Federation of Kenya can partner
with on this? Perhaps these are some of the parameters that CCK Board
needs to use in appraising the institution (and the DG?). Regards, <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Candara","sans-serif";color:#1F497D'>Stephen
Mutoro <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Candara","sans-serif";color:#1F497D'><o:p> </o:p></span></p>
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<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span
style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> kictanet-bounces+stephen=cofek.co.ke@lists.kictanet.or.ke
[mailto:kictanet-bounces+stephen=cofek.co.ke@lists.kictanet.or.ke] <b>On Behalf
Of </b>Edith Adera<br>
<b>Sent:</b> Tuesday, April 26, 2011 1:33 PM<br>
<b>To:</b> stephen@cofek.co.ke<br>
<b>Cc:</b> KICTAnet ICT Policy Discussions<br>
<b>Subject:</b> [kictanet] Research Report: Empowering regulators to protect
consumer rights in the ICT sector<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'>Listers<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'>This may be of
interest for those with major concerns for consumers in the telecommunication
sector. For the full report see link below<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'>Good way to gauge
the performance of regulators.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'>Edith<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'>PS: The published
book and policy brief will be out soon<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'>============<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'>The final research
report from the project 'Empowering regulators to protect consumer rights in
the ICT sector', is now available for download from this link<br>
<a href="http://link.wits.ac.za/projects/crrea.html">http://link.wits.ac.za/projects/crrea.html</a>
for more details. This study was undertaken with the support of the
International Development Research Centre of Canada (IDRC).<br>
<br>
Between 2009 – 2011, the LINK Centre at the University of the
Witwatersrand, Johannesburg, and Balancing Act, London, undertook qualitative
research into regulation to protect and empower consumers in the ICT
sector. This project covered five countries - Ethiopia, Mauritius,
Rwanda, Uganda and Zambia - all members of the Association of
Regulators of Information and Communication for Eastern and Southern Africa
(ARICEA).<br>
<br>
Research team members in each of the target countries summarised the current
position in respect of ICT consumer protection regulation, conducted workshops
and reported on the in-country research they undertook, and drafted regulatory
action plans for agreement with the national regulatory authority. In
addition, a summary of international best practice in ICT consumer protection
regulation was produced. <o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-CA style='font-size:10.0pt'><br>
The following recommendations emerged from the final overall project research
report.<br>
<br>
<b>1 STRENGTHEN CONSUMER PROTECTION IN THE
LAW</b><br>
Governments should strengthen the provisions in the law that empower the
regulator to protect consumer rights in the ICT sector. Regulators can also
issue regulations that serve the same purpose and insist that operators publish
consumer charters.<br>
<br>
<b>2 SURVEY CONSUMER PERCEPTIONS AND ISSUES</b><br>
Regulators should regularly survey
consumer perceptions regarding the various service providers, and should
publish the survey results on their websites and elsewhere. The results of
these surveys should be one of the strongest grounds for regulatory intervention
on behalf of consumers.<br>
<br>
<b>3 REGULATORY INTERVENTION</b><br>
Regulators should intervene more
strongly to protect consumers by encouraging operators to improve their
services, by requiring greater network coverage, and by intervening in respect
of pricing and quality of service.<br>
<br>
<b>4 PRIORITISE KEY COMPLAINTS ISSUES</b><br>
Regulators need to identify,
prioritise and respond to the key areas of complaints from ICT consumers in
each of their countries, including such common problems as: lack of
network coverage in certain (mainly rural) areas, frequent dropped calls, poor
quality of service and excessive pricing.<br>
<br>
<b>5 PUBLICISE CHANNELS OF COMPLAINT</b><br>
Regulators need to undertake
awareness campaigns to ensure that consumers know how to complain, and over
what issues complaints are justified. The service provider should always be the
first port of call, with the regulator acting as the complaints channel of last
resort. The campaign could be carried by SMS messages from service
providers, together with point-of-sale information provided on starter packs
and recharge vouchers.<br>
<br>
<b>6 PUBLISH COMPARATIVE PRICING
INFORMATION</b><br>
Regulators need to address confusion
in respect of the pricing of the various packages and services offered. The publication
of certain comparable benchmark data in a single location would greatly assist
consumers to compare prices and empower them to choose the ICT services best
suited to their needs at the most affordable price.<br>
<br>
<b>7 FOCUS ON MOBILE CUSTOMERS</b><br>
Regulators should give greater
attention to the mobile sector, which makes up the overwhelming majority of ICT
consumers in Africa. Regulators should exploit mobile as a channel of
communications between regulators and service providers and their customers.<br>
<br>
<b>8 PRIORITISE RURAL CONSUMERS</b><br>
Regulators should give more
attention to rural consumers, despite the challenges and additional costs of
doing so, because they have less consumer awareness and customer empowerment,
and because certain consumer issues such as poor network coverage and dropped
calls disproportionately affect rural consumers.<br>
<br>
<b>9 INCREASE THE PROFILE OF THE REGULATOR</b><br>
Regulators need to increase their
profile among ICT consumers, who have limited awareness of them and the
importance of their work, using a variety of channels (including radio,
television, community media, SMS, their websites, and the provision of
point-of-sale information). Regulators should clarify their role and
responsibilities, and claim greater credit for their achievements in defence of
consumer rights.<br>
<br>
<b>10 UNDERTAKE GENERAL CONSUMER EDUCATION</b><br>
Regulators need to undertake general
consumer education is required to increase understanding of how the ICT sector
works, how consumers are affected, what the specific consumer issues are, and
what their rights and expectations as ICT customers should be. The development
of customer service charters, along with a means of ensuring their widespread
dissemination, is a useful start.<br>
<br>
<b>11 INVESTIGATE SIM-SWAPPING</b><br>
Regulators should investigate
exactly how widespread SIM-swapping and the use of multiple-SIM phones is,
along with what incentivises consumers to engage in this (eg problems relating
to network coverage or pricing differentials between on-net and off-net
calls). Multiple SIM usage may undermine the ability of the market to
punish operators with poor quality of service. Regulatory interventions
to extend network coverage or to reduce mobile termination rates may be
required.<br>
<br>
<b>12 REMAIN AWARE OF FUTURE TRENDS</b><br>
Regulators need to remain abreast of
market developments and shifts in customer preferences and consumer patterns.
As the ICT sector continues to evolve, so too should consumer protection
regulation look ahead and be proactive.<br>
<br>
<b>13 SUPPORT CONSUMER GROUPS</b><br>
Regulators need to support the
establishment of at least one consumer association which will defend the rights
of ICT consumers, identify and publicise their issues, advance the cause of ICT
consumers and interact effectively with the regulator.<br>
<br>
<b>14 SUPPORT FURTHER CONSUMER RESEARCH</b><br>
Regulators need ensure that
effective regulatory and policymaking intervention is supported and underpinned
by appropriate research into consumer protection and empowerment issues, both
nationally and more generally.<br>
<b><br>
15 STRENGTHEN REGULATORY AUTONOMY</b><br>
Regulators need to have greater independence, greater authority and autonomy
for the separate regulatory functions (including that of consumer protection),
supported by greater capacity building, to strengthen intervention and increase
responsiveness in support of the protection of ICT consumers.</span><o:p></o:p></p>
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