1. Consumer Agenda at the International Telecommunications Union (ITU) Onica N. Makwakwa, Head Consumers International Office for Africa

2. About the ITU Focus: Covers ICT sector from digital broadcasting to the Internet, from mobile technologies to 3D TV. Structure: An organization of private-public partnership with membership of 192 countries and some 7 private sector entities.

3. ITU on Consumer Protection Hyderabad Action Plan adopted at the World Telecommunications Development Conference (WTDC) 2010 with references to Consumer Protection, most notably Resolution 64 ITU Study Group 1 has been addressing question titled “Consumer information, protection and rights: laws, regulation, economic bases, and consumer networks. Protecting and supporting users/consumers of telecommunications services/information and communication technologies.

4. Opportunities WTDC 2014 – Dubai (March 30 – April 10) will set the agenda for ITU’s Development agenda. Minor revisions to Resolution 64 and introduction of CI Fair Mobile Services agenda. Engaging ITU’s 5 Regional Offices Engaging ITU’s 13 Field Offices

5. Why Phone Rights? ● ~ 6.8 B mobile consumers (2013) ● Mobile devices and services now provide more functions ● Increasingly important tool that helps empower citizens and consumers ● Most complained-about service sector

6. Consumer Agenda for Fair Mobile Services 2.2. Provide consumers with contracts in clear, complete and accessible language.. 1. Provide consumers with access to affordable, reliable service 3. Provide consumers with fair and transparent billing! 4. Provide consumers with security & power over their own information! 5. Listen and respond to consumer complaints!

7. 1. Affordable & Reliable Service For those living on less than US$2/day, entry-level broadband costs an average of 40% of monthly income, and in many countries this figure exceeds 80% or 100%. As a result, billions cannot afford to get online, entrenching the digital divide and constraining economic and social progress. - Internet Affordability Report (2013) Examples of poor service include: Poor mobile coverage Service drop outs Lack of support for mobile service problems

8. News Headlines on Service Quality Mobile operators fail to meet QoS requirements (Kenya) MTN, Glo, Etisalat and Airtel fined $10.8 million for poor network services (Nigeria) Uganda’s cell [companies] fail to meet QoS requirements Brazil's TIM faces new regulatory scrutiny over service quality Anatel gets tough on mobile operators’ poor service (Brazil)

9. 2. Clear Contracts Examples of unfair & unclear contracts include: ● Consumers are not provided with complete information about their contract. ● There are hidden/vague provisions for automatic subscription renewals. ● Consumers are unaware they are locked in to a lengthy commitment. ● Unfair penalties are imposed for switching or terminating the service.

10. 3. Fair & Transparent Billing Examples of unfair and unclear billing include ● Hidden charges. ● Consumers pay for a service or product which is more expensive than its published rate. ● Scamming. ● Non-transparent charging scheme. ● Excessive roaming charges.

11. 4. Data Protection Provide consumers with power over their information! Consumers receive spam SMS messages, although they have not given out their number to marketers. Data breach and identity theft due to inadequate security measures by the mobile provider. Consumers’ data and personal information can be accessed without authorisation. Mobile surveillance.

12. 5. Consumer Complaints & Redress Listen and respond to consumer complaints! Inadequate regulatory policies and procedures include: A lack of strong policies on regulation of mobile telecom providers. A lack of strong policies on dispute resolution between consumers, mobile telecom providers and government. The high cost of seeking redress.

13. Thank You Onica N. Makwakwa omakwakwa@consint.org @AfroDiva