CONSUMER & CORPORATE AFFAIRS DIVISION...terms and conditions are obscured resulting in billing...

NATIONAL

COMMUNICATIONS

AUTHORITY

1

Consumer Protection in the

Broadband & IOT Era, Focus on

QOS, QOE, Enforcement & Redress

Mechanisms the case for Ghana. By Abed Bandim, Principal Manager, Consumer & Corporate Affairs NCA

NATIONAL COMMUNICATIONS AUTHORITY 2

PRESENTAION OUTLINE 1. Background

2. Current Concerns Faced by Consumer

3. Challenges

4. What Needs to be Done

5. The NCA’s Legal Mandate

6. Objectives

7. Expected Outcomes

8. Elements of the Consumer Data Information Guide

9. QOS Data Monitoring

10. Consumer Protection


Background

Broadband and Internet of Things (IOT) are rapidly

becoming a necessary part of everyday life for millions

of Ghanaians.

The ability to utilize and experience the internet in a

quicker way opens new possibilities for both

businesses and Individuals.

We are conscious of the fact that IOT strives on good

quality Data.


Current Issues faced by Consumers

The NCA has been inundated with series of

complaints on the practice of deceptive marketing

prices and false speed information provided to

consumers by service providers.

Consumers in Ghana find it difficult to make informed

decisions about Internet Service Providers and their

offerings as they have limited capacity to process

information due to lack of a standardized disclosure

format.

Lack of Education or high illiteracy level in Ghana.


Cont: Issues Faced by Consumers

Consumers complained of lack of access to published

information by their service providers because the

terms and conditions are obscured resulting in billing

discrepancies.

Even though the NCA publishes tariffs information on

its website it does not include speeds leaving

consumers with no information relating to the speeds

and other quality of service indicators.


Industry Challenges

Currently, the lack of information & reporting

standardization hinders consumers from effectively

comparing available broadband service offerings as

consumers often misinterpret the information provided

resulting in an upsurge in complaints on broadband

charges and speed.

With respect to this problem, Service Providers seem

incommensurable to Ghanaian broadband users

because they present information about their service

packages using different formats, and using a variety

of different metrics.


Cont: Industry Challenges

Unserved and underserved areas. (GIFEC, License condition to

cover all the district capital within a timeframe)

Issues of Power outages. (Syphoning fuel, Battery Theft)

Intermittent Network Interference around the boarder

towns. ( Resulting to depletion of data/credit)

Disruptions as a result of natural happenings (We demand

that there are backs at different locations).


What Needed to be done

The NCA needed to protect consumers as well as

create a transparent telecommunication environment.

Therefore, a proposal was made for the development

of a Consumer Data Information Guide (CDIG).

(Benchmarked with FCC: Broadband Label and 4G Test)

BUT FIRST DO WE HAVE THE LEGAL MANDATE?

YES


The NCA’s Legal Mandate

The National Communications Authority (NCA) in

pursuance of its mandate as indicated in the

Electronic Communications Act 769, section 5(c)

which states “The Authority in performance of its

functions shall have regard to the protection of

the interests of consumers or users of

communications networks or communications

services and in particular to the interests of

consumers choice, quality of service and value

for money”.

NATIONAL COMMUNICATIONS AUTHORITY

Objectives To provide consumers with a clear and easy to read

information about their internet (Data) services.

To encourage Service Providers to present information

about their service packages on their broadband services in

a uniform format to make it easy for consumers to

understand and make informed decisions.

To improve transparency for fixed and mobile broadband

consumers.

To stimulate competition and improve Quality of Service in

the Internet market.

10


Expected Outcomes

Consumer DIG for operators to provide adequate

information.

Consumer DIG to be published by NCA quarterly for

consumers.

Data Speed test to be provided by Monitoring and

Compliance Division during their quality of service

monitoring.

DIG (monitoring) is incorporated in the QOS

monitoring schedules for the year and done twice a

year. One in each half of the year.

The monitoring results to be published twice a year.

11


Elements of the Consumer Data

Information Guide

Pricing : Total monthly plan price

One-time installation fee

Activation fee

Early termination fee

Pre-paid Customers, Information is to be

boldly displayed at the point of sale.

12


Cont: Elements of the CDIG Speed and other performance metrics:

Download Speed

Upload Speed

Latency

Terms & Conditions

This provides consumer insight into what they are agreeing

to when they sign up for a particular service package.

Other includes:

Privacy policy

Redress options.

13


QOS DATA MONITORING

DATA SPEED MONITORING

The Data Speed will allow consumers to compare

upload and download speeds of the various service

providers.

It will include the following parameters for consumer

information:

Latency: measures the responsiveness of the network

NCA QOS team country tour to monitor and ensure compliance of

QOS parameters.

Data Monitoring &

Congestion

14


Consumer Protection Obligation of Service Providers

CDIG is designed to be displayed at every point of

sale or Service Centres.

In addition, each service provider will be required to

post their standardized disclosure format on their

website.

Terms and Conditions should be clearly written and

legible for consumers to read and understand.

Translating consumer information into local languages

Disputes Resolution Mechanisms should be included

for consumers.

15


Consumer Protection - 2

Quality of Experience (QOE) Monitoring

NCA consumer staff from time to time embark on spot checks and

surveys to ensure compliance to obtain consumer experience.

Consumer Satisfaction Surveys are conducted to ascertain QOE

Industry Stakeholder Cooperation

Meetings between NCA and MNOs to discuss & address

challenges faced by consumers.

Where necessary issue directives and some times develop

guidelines to mitigate some consumer Concerns.

16


Cont: Consumer Protection - 3 Enforcement

NCA first gives directives to cure any identified issues

Where violations still occur after another monitoring

Sanctions are accordingly applied. i.e.

Compensations to consumers

Monitory Payments to the NCA

Consumer Research Activities

The surveys and mystery shopping is done to obtain

Consumer Feedback

Provides first hand consumer QOE Information.

17


Cont: Consumer Protection - 4

Education and sensitization on consumer

issues.

Production of Brochures

Consumer Outreach Programmes i.e.

focus group/ town hall meetings

Complaint Redress /Management Procedures Consumer to first seek redress with their service provider

Lodge a second level complaint with the NCA

And the process goes on

18


The Way forward

Collaboration among Regional Regulators

Involving Consumer Protection Agencies

Ensuring that our African local and divers languages

19


The QOS, QOE & CP Equation

QOS QOE CP = Total CS?

QOS + QOE + CP = Total CS

QOS Quality of Service

QOE Quality of Experience

CP Consumer Protection

CS Consumer Satisfaction

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CONCLUSION The establishment of the CDIG Template is

imperative and the starting point for improving data

disclosures as it facilitates consumer protection,

information and the foundation for IOT to thrive.

The NCA believes that the initiative serves as an

informative resource and ultimately empowers

consumers shopping for Internet service in Ghana by

allowing them to quickly glean the key facts about a

given plan, and easily compare various plan options.

21


THANK YOU FOR YOUR

ATTENTION!

Discussion

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CONSUMER & CORPORATE AFFAIRS DIVISION...terms and conditions are obscured resulting in billing...

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