Doc No________________
REPORT OF THE 4TH MEETING OF WORKING
GROUP 9:
QUALITY OF SERVICE AND CONSUMER
AFFAIRS
FROM 1ST – 5TH DECEMBER 2014
KAMPALA, UGANDA
1
TABLE OF CONTENTS
1.
Attendance ........................................................................................................................... 4
2.
AGENDA ............................................................................................................................. 5
3.
OPENING OF THE MEETING .......................................................................................... 5
4.
BACKGROUND ................................................................................................................. 6
5.
WORKING PARTY 1: CONSUMER ISSUES .................................................................. 6
5.1.
INTRODUCTION ............................................................................................................ 6
5.2.
OUTCOMES .................................................................................................................... 6
5.2.1.
Basic consumer rights and obligations in the communication sector ....................... 6
5.2.2.
Guidelines on Consumer Complaints Handling in the region .................................. 7
5.2.3.
Child Online Protection ............................................................................................ 7
5.2.4.
Developing strategies for consumer empowerment and enhanced Involvement of
Consumer Associations in the regulation of the ICT sector in the region ............................... 8
6.
WORKING PARTY 2: QUALITY OF SERVICE ISSUES ............................................... 8
6.1.
Introduction ...................................................................................................................... 8
6.2.
Outcomes.......................................................................................................................... 9
6.2.1
Draft Guideline on Non-Technical Quality of Service Parameters for supporting
service aspects .......................................................................................................................... 9
6.2.2
Draft Guideline on Quality of Service Parameters for Data Services ...................... 9
6.2.3
Draft Guideline on Quality of Service Measurement and Reporting Methodologies
10
6.2.4
Framework for combating importation, supply and use of counterfeit / substandard
terminals in the EACO member states ................................................................................... 11
7.
CONCLUSIONS AND RECOMMENDATIONS ............................................................ 11
8.
PROPOSAL ON DATE AND VENUE FOR THE NEXT MEETING FOR THE WG 9. 12
9.
CLOSURE OF THE MEETING ....................................................................................... 12
2
ANNEX 1: ATTENDANCE......................................................................................................... 13
Annex 2: Basic consumer rights and obligations in the ICT sector .............................................. 14
Annex 3: Guideline on Consumer Complaints Handling in the region ........................................ 15
ANNEX 4: GUIDELINE ON Child Online Protection ................................................................ 16
ANNEX 5: Consumer empowerment and enhanced Involvement of Consumer Associations .... 17
ANNEX 6: Guideline on Non-Technical Quality of Service Parameters for supporting service
aspects ........................................................................................................................................... 18
ANNEX 7: Guideline on Quality of Service Parameters for Data Services ................................. 19
ANNEX 8: Guideline on Quality of Service Measurement and Reporting Methodologies ......... 20
ANNEX 9: ACTION PLAN ......................................................................................................... 21
3
1. ATTENDANCE
Present:
NO.
NAME
COMPANY
COUNTRY
1.
Yvonne Umutoni
RURA
Rwanda
2.
Godliving Kessy
EACO
Eaco Secretariat, Rwanda
3.
Joseph Kizito
UCC
Uganda
4.
Julius Mboizi
UCC
Uganda
5.
Mbaga Tuzinde
UCC
Uganda
6.
Derrick Kalyango
Airtel Uganda
Uganda
7.
Patricia Muchiri
CA
Kenya
8.
Constaque Hakizimana
ARCT
Burundi
9.
Fred O.Ongaro
CA
Kenya
10.
Phonfred Okoth
CA
Kenya
11.
Léonidas Ndayahundwa
ARCT
Burundi
12.
Robert Echeda
UCC
Uganda
13.
Lynda Nabayiinda
Airtel Uganda
Uganda
14.
Godfrey Bakibinga
Airtel Uganda
Uganda
15.
Nelly Nalugwa
Orange Uganda
Uganda
16.
Rebekah Kabugo
Uganda Telecom
Uganda
Absent with apology:
NO.
NAME
COMPANY
COUNTRY
1.
Venerande Mukamurera
RURA
Rwanda
4
2. AGENDA
The proposed agenda was adopted as follows;
1) Registration
2) Opening
3) Working Group 9 session
4) Working Party 1: “Consumer Issues” presentation
5) Working Party 2: “Quality of Service Issues” presentation
6) Working Party 3: “Coordination” presentation
7) Progress report on WG9 activities (achieved, ongoing and planned)
8) Working Group 9 session
9) Closing
3. OPENING OF THE MEETING
The meeting was officially opened by Mr. Patrick Mwesigwa representing the UCC Executive
Director who welcomed members to Uganda and noted the critical importance of the working
group 9.
In his remarks, the EACO Liaison Manager, Mr. Kessy Godliving noted that the next EACO
congress will be held in Uganda in next six months and therefore there is a need to conclude on
key aspects of the working groups’ terms of reference.
The Chairperson of Working Group 9, Ms. Yvonne Umutoni, from RURA (Rwanda) welcomed
the members of the Working Group 9 to the fourth meeting and communicated that the purpose
of the meeting was to progress on the initiated documents. She furthermore thanked UCC for
hosting the WG9 meeting.
5
4. BACKGROUND
The responsibility of Working Group (WG) 9 of EACO is to study and provide clarity and
guidance on consumer and quality of service issues in the ICT sector in the EACO member
states.
This group is formed by 3 Working Parties (WP) as follows; WP1 focuses on Consumer Issues,
WP2 deals with Quality of Service Issues while WP3 handles the coordination & follow up the
work of the relevant international & regional organization on consumer and QoS issues.
5. WORKING PARTY 1: CONSUMER ISSUES
5.1.
INTRODUCTION
The 3rd meeting of Working Party 1 was held in Kampala on the 4th December, 2014 and
the members did progress the Terms of Reference.
Working Party 1 was tasked to handle the Terms of Reference (ToRs) below:
1) To identify the basic consumer rights and obligations in the communication sector.
2) To develop guidelines for both Consumer Education as well as Consumer
Complaints Handling in the region.
3) To develop strategies for consumers empowerment and enhanced involvement of
Consumer Associations in the regulation of the communication sector in the
region.
The meeting noted that the Guideline on Consumer Education had been adopted by the
Regulators Assembly in Arusha in June 2014.
The WP1 advanced its ToRs and a progress report is hereby presented.
5.2.
OUTCOMES
5.2.1. Basic consumer rights and obligations in the communication sector
Discussed: The meeting progressed and stabilized the Draft document on basic consumer
rights and obligations.
6
Agreed: It was agreed that the draft be subjected to consultation and be finalized by the
following timelines:
Activities
Timeline
Stable Draft
December 2014, Kampala
Comments from EACO Members Before 31st of January, 2015
23 – 27 February, 2015, Kigali
Final Draft
Editor: Mr. Julius Mboizi (UCC, Uganda)
5.2.2. Guidelines on Consumer Complaints Handling in the region
Discussed: The WP1 reviewed and harmonized various complaints handling mechanisms
from the member states.
Agreed: The meeting progressed this TOR to a stable draft.
Activities
Timeline
Stable Draft
December 2014, Kampala
Final Draft
23 - 27 February, 2015, Kigali
Editor: Mrs. Venerande Mukamurera (RURA, Rwanda)
5.2.3. Child Online Protection
Discussed: The meeting received the different status reports from member states on
Child on line Protection. The meeting reviewed Kenyas’ contribution on Child online
Protection.
Activities
Initial Draft
Second Draft
Stable Draft
Timeline
December, 2014, Kampala
Before 31st of January, 2015
February, 2015, Kigali
7
Editor: Ms. Caroline Murianki
5.2.4. Developing strategies for consumer empowerment and enhanced
Involvement of Consumer Associations in the regulation of the ICT sector
in the region
Discussed: The meeting looked at the contribution from Uganda and developed a stable
draft on the ToR.
Agreed: Members reviewed and amended the initial draft.
Activities
Initial Draft
Stable Draft
Timeline
December 2014, Kampala
23 – 27 February 2015, Kigali
Editor: Mr. Joseph Kizito
6. WORKING PARTY 2: QUALITY OF SERVICE ISSUES
6.1.
INTRODUCTION
The responsibility of Working Party 2 (WP2) in WG9 of EACO is to provide clarity and
technical information on the subject of quality of service and quality of experience in the
communication sector among the EACO member states.
WP2 was tasked to handle the following Terms of Reference:
1) Identify parameters for Quality of Service and Quality of Experience as per ITU
international standards.
2) To identify methodology for measurement and monitoring of quality of service in
telecom network
3) To harmonise QoS and QoE parameters of various networks (including mobile networks,
legacy PSTN networks, IP networks) within EACO Member States
4) Combating counterfeit/ substandard terminals in the EACO Member states
WP2 met on the 4th December, 2014 and discussed on the following contributions received from
members:
o Non-Technical Quality of Service Parameters received ARCT, Burundi.
8
o Quality of Service Measurement and Reporting Methodologies received from Airtel
Uganda.
o Quality of Service Parameters for Data Services from RURA, Rwanda.
The outcomes of the WP2 meeting are the listed below:
o Draft Guideline on “Non-Technical Quality of Service Parameters for Supporting service
aspects”;
o Draft Guideline on “Quality of Service Measurement and Reporting Methodologies”;
o Draft Guideline on “Quality of Service Parameters for Data Services”.
6.2.
OUTCOMES
6.2.1 Draft Guideline on Non-Technical Quality of Service Parameters for
supporting service aspects
Discussed: This guideline identifies and lists non-technical parameters from which, a selection
may be made for the customer to assess the performance of the provider.
Agreed: The proposed text for initial draft document was agreed upon and shall be used as the
reference document for further work.
Below is the timeline for further development of the document
Activities
Initial Draft
Timeline
December, 2014
Second Draft
Before 31st of January 2015
Stable Draft
23rd to 27th February 2015
Editors:
1) Mr. Constaque Hakizimana (ARCT, Burundi)
2) Mr. Phonfred Okoth (CA, Kenya)
6.2.2 Draft Guideline on Quality of Service Parameters for Data Services
Discussed: This guideline focuses on definitions, formulas and trigger points for Data Services.
9
Agreed: The text for initial draft was agreed upon and shall be used as the reference document
for further work.
Below is the timeline for further development of the document
Activities
Initial Draft
Timeline
December, 2014
Second Draft
Before 31st of January 2015
Stable Draft
23rd to 27th February 2015
Editor:
1) Mrs. Yvonne Umutoni
2) Mr. Robert Echeda
6.2.3 Draft Guideline on Quality of Service Measurement and Reporting
Methodologies
Discussed: This guideline identifies methodologies of Measurement and Reporting (including
publications) of Quality of Service in Telecommunication.
Agreed: The text for initial draft was agreed upon and shall be used as the reference document
for further work.
Below is the timeline for further development of the document
Activities
Initial Draft
Timeline
December, 2014
Second Draft
Before 31st of January 2015
Stable Draft
23rd to 27th February 2015
Editors:
1. Mr. Derrick Kalyango (Airtel, Uganda)
2. Mrs. Yvonne Umutoni (RURA, Rwanda)
10
6.2.4 Framework for combating importation, supply and use of counterfeit /
substandard terminals in the EACO member states
Discussion: This framework was discussed during the last WG9 Meeting held in Arusha, June
2014. However during that meeting, Burundi was requested to provide contribution as they were
not represented in the WP2.
Agreed: It was agreed that Burundi will send all required contributions in two weeks to the
Editors (Ms. Barbra Sayuni and Mr. Simiyu Derick) of this framework.
7. CONCLUSIONS AND RECOMMENDATIONS
The team worked together in the limited time frame and achieved tremendous progress on its
mandate. The group progressed seven (7) draft documents on its terms of reference.
The WG9 appreciates the EACO secretariat practice of sending reminders to participate in WG
meetings, as reflected in the turn up for the Kampala meeting.
The WG9 further appreciates the initiative to create the mailing lists of working groups.
Meeting recommends the following:





WG9 recommends that the practice of sending reminders continues for future
engagement.
WG9 recommends that EACO secretariat continue to encourage EACO members to
send representation for both consumer and QoS issues.
EACO secretariat should provide a web-portal so as to allow the WG9 upload and
download the working documents on progress or adopted.
EACO Secretariat should provide Interactive Slot (e.g. Blog) on the web-portal of the
WG9.
EACO secretariat should encourage EACO members to have members of WG9
participate in the work of ITU-T SG12 (Performance, QoS & QoE), ITU-T SG11
(Question on combating Counterfeit),
ITU-D SG1 (Question 6/1 on consumer
issues) and in ITU Child online Protection (CoP) activities (e.g: ITU Council
Working Group on CoP) so as to enhance its capacity and increase the EACO
visibility.
11

EACO Secretariat should encourage participation of Operators and service providers
in WG9 meetings
8. PROPOSAL ON DATE AND VENUE FOR THE NEXT MEETING
FOR THE WG 9.
Next meeting of WG9 is scheduled from 23rd to 27th February, 2015 in Kigali, Rwanda.
9. CLOSURE OF THE MEETING
The Meeting was officially closed by the UCC Head of Competition and Consumer Affairs, Dr.
Twinemanzi Tumubweinee at 12:00 noon who commended members for their inputs and invited
members for the forthcoming Kampala EACO Congress.
12
ANNEX 1: ATTENDANCE
NAME
COMPANY
1.
Constaque Hakizimana
ARCT
COUNTR
Y
Burundi
2.
Leonidas Ndayahundwa
Patricia Muchiri
ARCT
CA
Burundi
Kenya
ndayaleon05@gmail.com
Fred O.Ongaro
Phonfred Okoth
CA
CA
Kenya
Kenya
ongaro@ca.go.ke
RURA
EACO
RURA
UCC
UCC
UCC
Airtel Uganda
Rwanda
Rwanda
Rwanda
Uganda
Uganda
Uganda
Uganda
yvonne.umutoni@rura.rw
gkessy@eaco.int
venerande.mukamurera@rura.rw
recheda@ucc.co.ug
jkizito@ucc.co.ug
m.tuzinde@ucc.co.ug
12.
Yvonne Umutoni
Godliving Kessy
Venerande Mukamurera
Echeda Robert
Joseph Kizito
Mbaga Tuzinde
Lynda Nabayiinda
13.
Nelly Nalugwa
Orange Uganda
Uganda
nelly.nalugwa@ug.orange.ug
14.
Rebekah Kabugo
Uganda Telecom
Uganda
rebekah.kabugo@utl.co.ug
15.
Julius Mboizi
UCC
Uganda
jmboizi@ucc.co.ug
16.
Derrick Kalyango
Airtel Uganda
Uganda
derrick.kalyango@ug.airtel.com
17.
Godfrey Bakibinga
Airtel Uganda
Uganda
godfrey.bakibinga@ug.airtel.com
NO.
3.
4.
5.
6.
7.
8.
9.
10.
11.
EMAIL
hakizimanac@yahoo.fr
muchiri@ca,go.ke
jaoko@ca.go.ke
linda.nabayiinda@ug.airtel.com
13
ANNEX 2: BASIC CONSUMER RIGHTS AND OBLIGATIONS IN
THE ICT SECTOR
Rev 1 Consumer
Rights and Obligations.docx
14
ANNEX 3: GUIDELINE ON CONSUMER COMPLAINTS
HANDLING IN THE REGION
Rev 1 EACO
COMPLAINTS HANDLING GUIDELINES - KAMPALA.doc
15
ANNEX 4: GUIDELINE ON CHILD ONLINE PROTECTION
Rev 1 Develope
Guidelines on Child on line protection.docx
16
ANNEX 5: CONSUMER EMPOWERMENT AND ENHANCED
INVOLVEMENT OF CONSUMER ASSOCIATIONS
Rev 1 CONSUMER
EMPOWERMENT AND COLLABORATION GUIDELINES.docx
17
ANNEX 6: GUIDELINE ON NON-TECHNICAL QUALITY OF
SERVICE PARAMETERS FOR SUPPORTING SERVICE ASPECTS
Rev 1 Non Technical
QoS Parameters for Supporting Service Aspects.docx
18
ANNEX
7:
GUIDELINE
ON
QUALITY
PARAMETERS FOR DATA SERVICES
OF
SERVICE
Rev 1 QoS Guidelines
for Data Services.docx
19
ANNEX
8:
GUIDELINE
ON
QUALITY
OF
SERVICE
MEASUREMENT AND REPORTING METHODOLOGIES
Rev 1 measurement
methodologies to EACO .docx
20
ANNEX 9: ACTION PLAN
No.
TERM OF REFERENCE
ACTIVITIES
Working Party 1: Consumer Issues
Chairperson – Mr. Joseph Kizito
To identify the basic consumer  Defining the Communication
1
rights and obligations in the
Sector
communication sector
 Identifying Consumer rights
 Identifying
Consumer
obligations
 Defining risks that consumers
are facing with mobile financial
services
 Creating awareness through the
regulators
to
empower
consumers with information on
services and charges
To develop Guidelines for both  Developing
2
guidelines
for
Consumer Education as well as
consumer education
Consumer Complaints handling
procedures in the region
 Establishing the EAC status on
Child online Protection issues.

DELIVERABLE
RESPONSIBLE
PERSON / PARTY
A
documentation
indicating 
Consumer rights and obligations in
the EAC region


A recommendation to regulators in
regards with consumer protections

in mobile financial services
A recommendation to regulators to
establish links in their websites to
operators for customers’ access to
information
A documentation of guidelines on 
consumer education

A recommendation on the way
forward to design guidelines for 
Child online Protection in the
region

Developing
guidelines
for A documentation of consumer
complaints handling procedure
consumer complaints handling
Veneranda
Mukamurera RURA
(Rapporteur)
Joseph Kizito UCC
Dominique
Nkurunziza
Tigo
RW
Isaac Mruma TCRA
Rebecca
Kabugu
CCK (Rapporteur)
Dominique
Nkurunziza
Tigo
RW
Thadayo
Ringo
TCRA
Leonidas
Ndayahundwa
ARCT
21
No.
TERM OF REFERENCE
ACTIVITIES
DELIVERABLE
RESPONSIBLE
PERSON / PARTY



3
4
To
develop
strategies
for 
consumers’ empowerment and
enhanced
involvement
of 
Consumer Associations in the
regulation of the communication
sector in the region

To develop and recommend a 
framework for combating the
importation, supply and use of 
counterfeit terminals within the
region

Defining
consumer
empowerment
Describe the role of consumer
associations
in
consumer
protection
Developing a strategy for
consumer
association
involvement
in
consumer
protection
Defining
counterfeit
/
substandard terminals
Reviewing
the
status
of
importation, supply and use of
counterfeit
/
substandard
terminals in the region
Developing the framework for
combating
counterfeit
/
substandard terminals
A documentation on consumer 
empowerment and the role of
consumer associations in the 
regulation of the communication
sector


A
document
defining
and 
describing
the
importations,
supply and use of counterfeit / 
substandard terminals in the
EACO member states

A framework document on 
combating
counterfeit
/
substandard terminals in the
EACO member states viz. CCK
for Kenya
Veneranda
Mukamurera RURA
Joseph Kizito UCC
Yvonne
Umutoni
RURA
Joseph Kizito UCC
(Rapporteur)
Rebecca
Kabugu
CCK
Veneranda
Mukamurera RURA
Thadayo
Ringo
TCRA
Barbra Sayuni SGS
(Rapporteur)
Yvonne
Umutoni
RURA
Thadayo
Ringo
TCRA
Derick
Simiyu
Khamali CCK
22
No.
TERM OF REFERENCE
ACTIVITIES
5
To identify parameters for Quality 
of Service (QoS) and Quality of
Experience (QoE) as per ITU /
International standards
DELIVERABLE
Defining the QoS and QoE
parameters as per international
standards for mobile, fixed and
internet networks
RESPONSIBLE
PERSON / PARTY
Documented definitions and best 
practice parameters for mobile,
fixed and internet networks on 
QoS and QoE



6
To harmonize QoS and QoE 
parameters of various networks
(including
mobile
networks,
legacy PSTN networks, IP
networks) within the EAC region
Establishing best practice QoS Harmonized parameters
and QoE parameters threshold
for the region





7
To identify methodology for Identifying
QOS
and
measurement and monitoring of measurement methodology
quality of service in telecom
networks
QoE Documented methodology on 
measurement and monitoring of
QoS, QoE parameters



Robert Echeda UCC
(Rapporteur)
Yvonne
Umutoni
RURA
Derrick
Simiyu
Khamali CCK
Thadayo
Ringo
TCRA
Constaque
Hakizimana ARCT
Yvonne
Umutoni
RURA (Rapporteur)
Robert Echeda UCC
Derrick
Simiyu
Khamali CCK
Thadayo
Ringo
TCRA
Constaque
Hakizimana ARCT
Yvonne
Umutoni
RURA (Rapporteur)
Robert Echeda UCC
Derrick
Simiyu
Khamali CCK
Thadayo
Ringo
23
No.
TERM OF REFERENCE
ACTIVITIES
8
To Coordinate and follow up the Identifying relevant
work of the relevant ITU Study related to WG9
Group(s) and facilitate the
development
of
regional
recommendations or contributions
relating to the work of this ITU
Study Group(s) or other relevant
international
and
regional
organisations
DELIVERABLE
ITU
RESPONSIBLE
PERSON / PARTY
TCRA
 Constaque
Hakizimana ARCT
issues Documentation of the identified Yvonne
Umutoni
issues
RURA (Rapporteur)
24
25
26