1. POSTAL CONFERENCE 25 th – 27 th February 2015 Nairobi, Kenya By Yvonne UMUTONI Chairperson of EACO Working Group 9 (Quality of Service and Consumer Affairs)

2. CONTENT 1. EXECUTIVE SUMMARY 2. INTRODUCTION 3. CONSUMER RIGHTS AND CONSUMER PROTECTION 4. ROLE OF KEY PLAYERS IN CONSUMER PROTECTION 5. CONSUMER EMPOWERMENT 6. EACO WORKING GROUP 9 ACTIVITIES AND ACHIEVEMENTS 7. CONCLUSION AND RECOMMENDATIONS

3. INTRODUCTION Postal System is one of the oldest communication systems in the world. At a national level, an efficient and reliable communication network is the lifeline of a nation and plays a crucial role in its socio-economic development. Policy Makers should recognize that all consumers (citizens) have the right to access basic postal services and should also ensure that the country has a vibrant and well-organized postal sector. A strong postal system is as important as a well working telecommunications and ICT sector and is at the heart of a well- functioning communications sector that combines electronic and physical communications with physical delivery of goods and information. Regulators should ensure universal access to postal services, protect consumers’ interests and maintain provision of high quality of service in the postal sector. Postal operators should provide affordable, equitable and reliable postal service to their customers/consumers.

4. CONSUMER RIGHTS AND CONSUMER PROTECTION (1) The UN Guidelines on Consumer Protection adopted in 1985: Form the foundation for all legislation and regulations aimed at protecting the end user of a good or service; State eight basic principles of consumer protection commonly referred to us consumer rights

5. CONSUMER RIGHTS AND CONSUMER PROTECTION (2) Basic Consumer Rights : 1) Right to Information: A consumer has a right to information that is clear, helpful, adequate and relevant. 2) Right to Access: A consumer has a right to access to basic goods and services at reasonable price 3) Right to Quality of Service: A consumer has a right to services that reflects value for their money. 4) Right to Fairness: A consumer has a right to fair treatment without undue discrimination. 5) Right to Complain: A consumer has a right to complain and effective redress. 6) Right to Safety and security: A consumer has a right to be provided services that are safe and secure. 7) Right to Education (Consumer Education): A consumer has a right to education on services offered. 8) Right to Privacy

6. CONSUMER RIGHTS AND CONSUMER PROTECTION (3) Key players in consumer protection: Policy Makers Regulators Operators (e.g: postal and courier providers) Consumers

7. RESPONSIBILITIES OF KEY PLAYERS IN CONSUMER PROTECTION Responsibilities of Policy Makers: Develop updated policies for Postal sector Put in place mechanisms that can increase access to basic postal services, in the interest of consumers. Consumers have the right to access.

8. ROLE OF KEY PLAYERS IN CONSUMER PROTECTION (2) Responsibilities of Regulators: The unregulated environment under which the postal sector operates leaves the customers vulnerable to low reliability and poor quality of services by the operators. The regulatory authorities need to protect the consumers from poor quality of services, and ensure that operators meet international postal standards.

9. ROLE OF KEY PLAYERS IN CONSUMER PROTECTION (3) Operators (E.g: Postal Operators) Obligations: Operators should, but not limited to: act fairly, reasonably and responsibly when dealing with consumers; make sure that all services and products meet the specifications as contained in their licenses and all the relevant regulations and code of service; not discriminate against consumers on the basis of race, gender, special needs, ethnic background or sexual orientation; assist their consumers when they need information and guidance with regard to their products; act honestly and try to make sure that all other service providers in the distribution chain, whom they do business with, do the same; keep consumers’ personal information confidential; handle customer complaints quickly, correct mistakes and inform them how to take their complaints forward if they are still not satisfied; handle cases of financial difficulty positively.

10. ROLE OF KEY PLAYERS IN CONSUMER PROTECTION (4) Consumer Obligations: o Consumers also have obligations in ensuring they are protected in use of services. o Consumer Obligations should be, but not limited to: 1. Prompt payment of bills: A consumer has an obligation to pay their bill when they are due; 2. Protection of communication facilities: A consumer has an obligation to act proactively against acts of vandalism of communication (postal) facilities; 3. Proper Usage of communication services: A consumer has an obligation to use communication (postal) services properly and not for the purpose of abusing other users; 4. Honesty: A consumer has an obligation to provide truthful and accurate information in the course of seeking redress; 5. Awareness: A consumer has the responsibility to be alert and to seek where necessary; 6. Action: A consumer has an obligation to: - be assertive and proactive in seeking redress; - submit complaints to their service providers.

11. CONSUMER EMPOWERMENT Consumer empowerment may be defined as the process through which consumers are equipped with the necessary information; skills and confidence to enable them make informed choices. For consumer empowerment purposes, regulators may need a strong collaboration with consumer associations; by engaging them in the activities of consumer protection with a view to compliment each other’s capabilities for the benefit of the consumers. Usually consumers do not complain, do not channel their complaints to proper authorities, do not know the best product in the market and have always concerns with quality of service. That is why consumer empowerment/education is very important in ensuring consumer protection.

12. EACO WORKING GROUP 9 Formed in 2013 Formed by 3 Working Parties: WP1: Consumer Issues, WP2: QoS Issues and WP3: Coordination Mandate of WP1 on Consumer Issues is: To identify the basic consumer rights and obligations; To develop guidelines for both Consumer Education and Consumer Complaints Handling in the region; To develop strategies for consumer empowerment and enhanced involvement of Consumer Associations in the regulation of the communication sector in the region; WG9 drafted some important guidelines on consumer protection and empowerment