The Australian Experience of Consumer Participation in Telecommunications Regulation

1
The Australian Experience of Consumer
Participation in Telecommunications Regulation

• Teresa Corbin
• Acting Executive Officer
• Consumers Telecommunications Network
• (CTN)

2
About CTN

• Exists for the purpose of representing
  residential consumers in telecommunications
• Democratic, inclusive and tolerant organisation
• Non-profit incorporated association run by its
  members

3
CTN Core Values

• A shared belief in equitable, accessible,
  affordable and universal access to
  telecommunications
• Consumers have a right to participate in policy
  development
• Consumers have an entitlement to outcomes which
  meet our telecommunications needs

4
Win-win outcomes

• CTN believes that consumer participation in
  regulatory decision making ensures better
  outcomes for customers and industry
• Self regulation although challenging provides a
  unique opportunity for consumers to have input at
  a higher level

5
CTN Vision Statement

• Representing residential consumers in
  telecommunications. Committed to equity,
  accessibility and affordability

6
CTN Members

• Pensioners superannuants
• Low income consumers
• People with disabilities
• Womens groups
• Rural remote consumers
• Indigenous Australians
• Deaf consumers
• People from non English speaking backgrounds
• Individual members

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Consultation Mechanisms

• Policy development through CTNs network of
  volunteers and member organisations
• Consumer Forums and advocacy training
• Publishing a monthly newsletter
• Producing policy and discussion papers
• Maintaining an on line presence at www.ctn.org.au
• Hosting an Annual conference which brings
  together representatives from across Australia
• Co-ordination through a small secretariat in
  Sydney with a paid staff of two people

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CTNs Role

• Advocates for inclusive processes so that
  consumer participation is optimised
• Raises awareness of consumer views
• Represents consumer interests in industry,
  regulatory, community, academic, research and
  standards setting forums

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Policy areas

• Competition in Telecommunications
• Universal Service Obligation
• Self-Regulation and Codes of Practice
• Consumer Protection
• Accountability Compliance
• Access Equity in Telecommunications
• New Communications Technologies

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Policy Areas continued

• Privacy
• Privatisation of Telstra
• Pricing and Affordability
• Rural and Remote Access
• Emergency Services
• Quality of Service
• Call Centres
• Faster Data Capacity
• Pre-paid Services
• Cables Towers
• Electromagnetic Radiation

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More Policy Areas.

• Mobile Services
• Calling Number Display
• National Numbering Plan
• Number Portability
• Complaints Handling
• Directory Assistance Services
• Phone Number Databases
• Prices, Terms Conditions
• Selling Practices
• Access for People with Disabilities
• Equipment Standards Setting
• Access to Online Services

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CTN Priorities

• Maintaining quality of service levels
• Informed choice in an open competitive market
• Achieving a balance between consumer
  shareholder interests
• Consumer participation in decision making

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Principles Underlying Consumer Involvement

• UN Declaration of Consumer Rights (1985)
• 1. The right to safety
• 2. The right to choose
• 3. The right to be informed
• 4. The right to be heard
• 5. The right to redress
• 6. The right to education

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Access Affordability

• Every Australian no matter where they live or
  work should be able to access a basic telephone
  service
• Consumers have worked hard to get the Universal
  Service Obligation and Price Controls in the
  competitive environment
• There are many who believe the USO should be
  extended

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CTN represents consumer interests to

• Parliament
• Government - Department of Communications
• Australian Communications Authority
• Australian Competition Consumer Commission
  (ACCC)
• Standards Australia
• Telecommunications Industry Ombudsman (TIO)
• Australian Communications Industry Forum (ACIF)

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Consumer Participation
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Consumer Participationin Self-regulation

• The Australian Communications Industry Forum
  (ACIF) facilitates industry self-regulation
  through the development of voluntary codes and
  standards.
• CTN represents residential consumers in ACIF
  processes

18
CTN Funding

• Funded through a Grant Scheme specifically
  established to resource consumer advocacy in
  telecommunications
• This Grant Scheme is administered by the
  Department of Communications, Information
  Technology and the Arts
• Applicants competitively tender for funding on an
  annual basis
• Success applicants must fulfill a selection
  criteria and are held accountable by strict
  reporting requirements

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CTN represents consumers

• Codes of Practice
• Technical Standards
• Disability Standards
• Network Operations Codes Guidelines

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Barriers to Consumer Participation

• Adequate resourcing
• Supporting a large network of volunteers
• Developing a pool of expertise
• Overcoming the jargon
• Additional time needed for consultation
• Time restrictions

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Achievements of Consumer Participation

• Codes of Practice are based on the real
  experiences of consumers
• Regulators get hands-on examples
• Industry representatives get a better
  understanding of real life practicalities
• Government can define when intervention is needed

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Benefits to Industry

• Very cheap but effective mechanism to test ideas
  for feasibility
• Consumer representatives customers develop a
  better understanding of so call commercial
  realities
• Industry is better able to target their products
  for success in the market place
• Savings on costly mistakes either due to bad
  services or through litigation

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What we would still like to achieve

• Better resourcing for consumer advocacy
• Greater balance between consumer protection and
  commercial priorities
• Better protection for vulnerable consumers
• More choice in service, products and Prices
• Stronger compliance with codes of practice
• More information for consumers

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Conclusion