Empowering the Consumer: Telecom Consumer Parliament A Nigerian Communications Commission Initiative by Lolia S. Emakpore (Mrs) Director, Consumer Affairs Bureau at 10 th Forum on Telecommunications/ICT Regulations and Partnership in Africa, Lusaka, Zambia. May 21, 2009

Thursday, May 21, OUTLINE Preamble Rationale The TCP Major Impacts Conclusion Appreciation

Thursday, May 21, Preamble Growth/Spread brings with it challenge of quality of service The Consumer – the pivot of the industry Consumer needs and expectations drive industry growth Quality of Experience (QoE) - critical success factor for Service Providers Paradgm shift - Consumer satisfaction as measure of performance for Service Providers

Thursday, May 21, Preamble Whats the right equation for Africa – QoS QoE = CS CSI? or QoS + QoE = CS CSI? QoS - quality of service QoE - quality of experience CS - consumer satisfaction CSI – consumer satisfaction index Need to determine a consumer satisfaction index?

Thursday, May 21, Key Consumer Centric Initiatives Telecom Consumer Parliament (TCP) Consumer Outreach Programme (COP) Consumer Town-Hall Meeting (CTM) Industry Consumer Advisory Forum Empowering Consumer Advocacy Groups ICTs for Persons with Special needs (National summit June 23, 2009 with ITU support) Integrated consumer contact center & more…..regulatory interventions!! - codes,enforcement regulations, key performance indicators, compliance monitoring

Thursday, May 21, Rationale ensure a HAPPY consumer Value proposition for the consumer – quality & price bridge consumer –operator –regulator gap protect consumers from unfair practices include consumer input in regulatory decisions provide the consumer a voice Promote the right of consumers to be heard and listened to -redress

Thursday, May 21, The TCP Telecom Consumer Parliament - Meet -Your - Service - Provider Forum A monthly interactive forum Commenced 29 th August, 2003 Parliamentary in concept & style Held 51 editions to date Covered over 30 states of the Federation Brings together Consumers, Service Providers, the Regulator and major stakeholders Participation by all strata of consumers & stakeholders

Thursday, May 21, TheTCP One Hour TV version – Aired on national TV – Nationwide reach to consumers not at the event New improved TCP features - – Parliamentary & talk show concept & style – Forum discussion on topical issues such as: linking consumer satisfaction with internal processes service provisioning for persons with special needs staying safe, healthy and connected the role of contact centers in quality service provision number portability SIM card registration & more…… – Promoting SMS culture – Web cast version for the consumer portal

Thursday, May 21, The TCP TCP a platform for: inexpensive complaints/dispute resolution instant resolution of consumer complaints addressing pertinent industry issues of consumer concern disseminating information on consumer rights & obligations eliciting clarifications from service providers on services offered sharing industry information consumer empowerment - giving consumers a voice

Thursday, May 21, Major impact Regulatory interventions & directions on: – Per Second billing – Increase in validity period – Toll Free on customer care & help lines – removal of validity window on recharge cards – improvements in complaints resolution by Service Providers – Guideline on premium rated service – Reduction in SMS tariff

Thursday, May 21, Major impact First hand feedback from consumers on QoE Instant complaints resolution Consumers participation in decision making Restore consumer confidence Promote consumer advocacy Consumer information & education Institutionalise public accountability

Thursday, May 21, Conclusion Sustainable Quality of Service is key to consumer satisfaction Consumer satisfaction as key performance index for industry performance USP Subsidies tied to minimum QoS threshold USP funds used for social issues - persons with special needs, women & youth, catch-them-young (5- 12years), e-communities, research & innovations, etc. Return of funds to operators injustice to the public Use for many more accessibility initiatives until accessicibilty no longer a challenge

Thursday, May 21, Appreciation Thank you. Consumer Affairs Bureau Nigerian Communications Commission Phone: