1. Consumer rights when subscribing to an internet service

2. OVERVIEW IAS market in Lithuania Legal background IAS transparency issues Contract conditions for IAS Other measures to protect end-user TAIEX Workshop 2014 Kosovo Virgilijus Stundžia2

3. IAS market in Lithuania TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 3 109 ISPs Broadband penetration rate - 39,3 % 74,3 % fixed IAS. 25,7 %. – mobile IAS The most popular is FTTx IAS technology

4. IAS market in Lithuania TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 4 Share by number of end-users 47,4 % of subscribers enjoy Internet speeds higher than 30 Mbps In the global context Lithuania is a leading country in development of new generation networks; Provision of the broadband internet by optical lines is 33,7 % – Lithuania is No 1 in Europa No. 7 country in the world;

5. IAS end users complaints TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 5

6. legislation TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 6 Civil Code Consumers Protection Law Electronic Communications Law (2004) –Primary legislation The Rules For Provision Of Electronic Communications Services (2005) –Secondary legislation

7. Provisions of rules: IAS specialties TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 7 In contract should be provided: The minimum quality of the offered Services, including the time of initial connection and other Service quality indicators The information on the procedures, applied by the Provider for the purpose of evaluating and regulating the flows in the public telecommunications network in order to avoid network overloads, as well as the information on the ways such procedures are able to affect the quality of the public telecommunications network

8. Provisions of rules: IAS specialties (2) TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 8 In contract the Provider shall give the Service users the possibility to get comprehensive knowledge of the zone of operation of the electronic communications network of the Provider. Important for mobile/wireless IAS http://www.omnitel.lt/zemelapiai http://www.bite.lt/apie/bites-rysys http://tele2.lt/privatiems/apie-tele2/rysys

9. Provisions of rules: IAS specialties (3) TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 9 The provider of data communication and Internet access services shall additionally specify the following in the Contract: The minimum ensured speed rate of sending and receipt of data within the network of the Provider of the access, granted to the Service user and the speed rate, ensured when the Service user connects to other networks, with which the network of the Provider is directly interconnected; The time period of technical maintenance of the Service; Availability of the Services, i. e. the relation of the time period, during which within the time of payment in % The minimum requirements for hardware and software of the Service user

10. SPAM TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 10 The Provider shall take all the measures possible in order to ensure that the Service user does not receive electronic messages (e-mails), sent for the purposes of direct marketing without advance consent of the Service user.

11. NRA’s role TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 11 RRT is designated institution for resolving disputes between end-user and provider (before Court) RRT has regulatory power to protect end-users right (The rules) RRT has methodologies and equipment to evaluate IAS quality RRT has skillful personnel having technical, economical and legal background for resolving disputes

12. NRA’s role – End-users awareness about IAS QoS TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 12 www.matuok.lt For mobile IAS http://epaslaugos.rrt.lt/matavimai/ http://epaslaugos.rrt.lt/matavimai/

13. NRA’s role – IAS QoS complaints resolution TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 13 Methodology, Tools, equipment

14. Conclusions The major source of complaints concerning IAS are Mobile/wireless IAS Awareness of end-users about their rights is increasing, but still could be improved NRA has tools to protect end-users right TAIEX Workshop 2014 Kosovo Virgilijus Stundžia 14

15. THANK YOU