1. PRESENTATION OF WORKING GROUP 9 ACTIVITIES : QUALITY OF SERVICE AND CONSUMER AFFAIRS

2. BACKGROUND Formed in 2013 Merger of QoS taskforce and Consumer Issues Committee. Changed the name from “Consumer Protection, Awareness and Empowerment”, to “Quality of Service and Consumer Affairs”. Mandate: To provide clarity and guidance on consumer and quality of service issues in the EACO member states.

3. BACKGROUND……./2 WG9 is comprised of three Working Parties: WP 1: Consumer Issues WP2: Quality of Service Issues Joint Party: Coordination on regional and international activities WG9 has conducted 4 meetings: Nairobi: March, 2014 Arusha: June, 2014 Kampala: December, 2014 Kigali: April, 2015

4. WG9 TERMS OF REFERENCE – Develop guidelines for Consumer Education – Identify basic consumer rights and obligations – Develop guidelines for Consumer Complaints Handling – Develop strategies for consumers empowerment and enhanced involvement of Consumer Associations – Identify parameters for QoS and QoE as per ITU standards. – Identify methodology for measurement and monitoring of QoS in telecom networks.

5. WG9 TERMS OF REFERENCE…./2 – Harmonize QoS and QoE parameters of various networks (including mobile networks, legacy PSTN networks, IP networks). – Develop a framework for combating counterfeit/ substandard terminals in the EACO Member states – Coordinate and follow up the work of the relevant ITU Study Group(s)

6. WG 9: MANAGEMENT STRUCTURE

7. WG9 ACCOMPLISHMENTS  EACO Guidelines for Consumer Education  EACO Guidelines on Consumer Complaints Handling  EACO Consumer Rights and Obligations  EACO Guideline of Quality of Service for Voice Service in Mobile and Fixed Networks.

8. WG9 ACCOMPLISHMENTS…./2  EACO Guideline of Quality of Service of Data Services in Mobile Networks  EACO Guideline of Non-Technical Quality of Service Parameters for supporting ICT Services aspects  Framework for combating the importation, supply and use of counterfeit / substandard terminals in the EACO member states

9. FUTURE WORKS OF THE WG9  Finalizing the work in progress of the WG9 activities as per the ToR’s  Addressing outstanding ToR’s  Conduct WG9 Validation Workshop  Organise a joint workshop between EACO and ITU-T SG12 on QoS and QoE Issues

10. EMERGING ISSUES  QoS and QoE of emerging technologies (multimedia services, broadband networks including LTE….)  Child online Protection  Consumer Protection and QoS Issues of Digital Financial Services  Etc.

11. Thank You