Consumer information under the new directives

1. Consumer information under the new directives Chris Rowsell Senior policy adviser - consumer issues

2. Issues • Tariff transparency • Quality of service • Other consumer rights • Informing consumers

3. Tariff transparencyArticle 21 USD “Member states shall ensure that transparent and up-to-date information on applicable prices and tariffs … is available to all end-users and consumers” “National regulatory authorities shall encourage the provision of information to enable end-users … and consumers to make an independent evaluation of the cost of alternative usage patters, by means of, for instance, interactive guides.”

4. Implementation of tariff transparency • General condition 10: “The communications provider shall ensure that clear and up to date information is on its applicable prices and tariffs … is published” “Publication shall be effected by: a) sending a copy … to any person who may reasonably request[s]; and b) placing a copy of such information on any relevant website”

5. Price comparison accreditation • Oftel will launch an accreditation (kitemarking) scheme for price comparison websites in next month • Provide consumers with confidence in price comparison services

6. Quality of serviceArticle 22 USD “Member States shall ensure that national regulatory are … able to require undertakings that provide publicly available electronic communications services to publish comparable, adequate and up-to-date information for all end-users on the quality of their services.”

7. Implementation of quality of service • General condition 11: “The Communications Provider … shall publish comparable, adequate and up-to-date information for all end-users on the quality of its services as OFCOM [Oftel] may determine from time to time in accordance with this condition”

8. Comparable Performance Indicators • Fixed CPIs: • residential consumer leaflet • interactive website • will look to see more companies involved in near future • otherwise, continue on co-regulatory basis

9. Other consumer rights • Universal service • Right to a contract • Number portability • Out-of-court dispute resolution • Itemised billing • Selective call barring

10. Awareness of these other consumer rights • Oftel will be assessing consumers’ awareness of these rights • Then develop strategy for ensuring consumers are aware • To an extent already being done by Oftel consumer guides

11. Oftel consumer guides • Subject areas based on market research • Content/design tested by focus group prior to launch • Targeted dissemination • Assessment of success

12. Codes of practice • Not directly from EU Directives • Chapter 7 - White Paper • S39-42 draft Comms Bill • However, believe that will help ensure consumers are aware of rights and opportunities

13. Codes of practice, contd • Primarily informational • Set out in plain English the company’s relationship with consumer • Agreed industry guidelines • Agreed Oftel criteria for approval

14. Questions?

15. Telecoms Ombudsman Service Chris Rowsell …still

16. Out-of-court dispute resolutionArticle 34 “Member States shall ensure that transparent, simple and inexpensive out-of-court dispute procedures are available for dealing with unresolved disputes, involving consumers, relating to the issues covered by this Directive. Member States shall adopt measures to ensure that such procedures enable disputes to be settled fairly and promptly and may, where warranted, adopt a system of reimbursement and/or compensation”

17. Implementation • Oftel’s preferred option in the Telecoms Ombudsman Service • Believe that this will provide a high-quality service to consumers • Believe will also be to benefit of industry

18. Telecoms Ombudsman progress and aims for 2002/3 • March - Council appointed • June - Elizabeth France appointed as Ombudsman • August - membership application packs sent out • September - deadline for applications • October - Elizabeth France to take up post • January - Ombudsman open for business

19. Questions?