1
Consumer Protection Definition.
2
Current General Frameworks For CP.
3
Gaps/Risk areas in current Frameworks.
4
Consumer Protection Pillars.
5
NGN/Convergence and Consumer Protection.
6
Cyber Security .
Receiving, investigating and arbitrating of complaints relating to
ICT services, and providing the remedy
Promoting and safeguarding the interests of consumers and operators as
regards the quality of communications services and equipment;
Regulating communication service rates and charges to protect
consumers and prevent unfair competition
Promoting fair competition and facilitating market entry
Regulating Interconnection and Access systems
Hidden/
Unexplained
costs
Ignorance of
Consumer
Rights.
Weak consumer
movements/ consumer
advocacy organizations
Inadequate
policies
New
Products/Services
Ineffective
redress
mechanisms
Well designed regulations governing supplier behaviour
Consumer access to information about rights and risks
Ability to make well informed decisions based on comparable price and quality
of service information.
Access to effective complaints handling processes, including provision for
awarding redress; and
Protection of personal data/privacy
Active monitoring and enforcement.
Stakeholder
Consumers/Advocacy Orgns
Regulators
T
Consumer Education
And Empowerment
Policy Makers
Regional Bodies
Role
Power of Numbers
Consumer Education
Effective Regulations
Balnce Regulaory
imperfections
Effective Laws
Adapt Internal ional
Standards
Training and
capacity building
Service Providers
Appreciate power of
consumers
Deployment of NGN provides new opportunities to increase consumer
choice but raises new challenges for QoS and consumer protection
The challenge for regulators is to:Empower consumers by equipping them with the skills and information they
need to get the best deal they can.
Protect consumers against various kinds of harm e.g. fraud and identity theft,
mis-use of personal information, etc.
Services: One platform for voice, data, video services and applications
Networks: wire line, wireless, satellite, unlicensed - linked through IP
delivering converges services anywhere anytime
Devices: single device to access telephone, video streaming, broadcasts and
internet access
Firms: mergers and acquisitions and vertical integration to respond to
consumers’ demands
High speed reliable
network
1
Clear, simple,
Regulatory framework
3
Promote & safeguard e-commerce
Safeguard trust in the Internet
2
Well informed consumers
4
National Regulatory Authorities (NRAs) to ensure transparent and up-to-date
information on applicable prices and tariffs, standard terms and conditions is
available to end users and consumers. (Article 21 Universal Services Directive)
NRAs to require publication of comparable, adequate and up-to-date
information on QoS for end users (Article 22 Universal Services Directive)
jkizito@ucc.co.ug