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

Issues Tariff transparency Quality of service Other consumer rights Informing consumers

Tariff transparency Article 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.”

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”

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

Quality of service Article 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.”

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”

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

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

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

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

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

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

Questions?

Telecoms Ombudsman Service Chris Rowsell …still

Out-of-court dispute resolution Article 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”

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

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

Questions?