A key role for co-regulation Chris Rowsell

What the White Paper says... We challenge the industry to come forward, even before legislation, with an effective code or codes of practice for service delivery, and with effective means of redress where service standards are not met. OFCOM will have a principal duty to protect the interests of consumers and will have powers to take action if the industry does not develop an effective consumer protection regime. We challenge the communications industries to devise and implement even more effective methods of crime prevention and to spread best practice among all in the sector. OFCOM will encourage industry to develop standards for the interoperability of communications equipment, but will have powers to impose standards where necessary and justified.

e.g. (Tele)communications Ombudsman A voluntary Ombudsman to resolve disputes between telcos and customers Implementation Working Group is taking forward the work Timetable - Ombudsman appointed and operational within first half 2002 Potentially phase introduction for other communications services

Ombudsman II Still questions to be resolved, eg small businesses included or not? The ability to overcome these issues will be strong sign that industry is capable of self-regulation, but… Almost certain there will be back stop powers

Implications for self/co-regulation May require greater resources, especially for consumer groups, but… Stakeholder website, extranet discussions, working smarter not harder Consumers can receive added benefits, eg Ombudsman, Codes of Practice Reduction in formal regulation leading to refocusing/structuring of resources