Preface
Final report
Table of Contents
List of Tables, Figures and Boxes
     Table 1A: Agenda for India workshop in March 2016
     Table 2A: Agenda for China workshop in November 2016
     Table 3A: Agenda for Benin workshop in March 2017
     Figure 1: Feedback from ITU member states on consumer issues
     Figure 2: Feedback from ITU member states on consumer issues
     Figure 3: Feedback from ITU member states on consumer issues
     Figure 4: Feedback from ITU member states on consumer issues
     Figure 5: Feedback from ITU member states on consumer issues
     Figure 6: Feedback from ITU member states on consumer issues
     Figure 7: Feedback from ITU member states on consumer issues
     Figure 8: Feedback from ITU member states on consumer issues
     Figure 9: Key advances in consumer protection since 2012 by Consumers International
     Figure 10: Issues contributing to consumer detriment
     Figure 11: Different kinds of child watch with communication and positioning inside
     Figure 12: Main duties in telecom regulation in India 
     Figure 13: Organization chart of ARCEP in France, 2016
     Figure 14: ITU ICT-EYE for market development
     Figure 15: Study report and tools in BDT for regulation
     Figure 16: The European consumer voice in standardisation
     Figure 17: The European’s Consumers’ Organization (BEUC)
     Figure 18: International Consumer Research & Testing (ICRT)
     Figure 19: Réseau des Consommateurs Africains des TIC (RéCATIC)/African ICT Consumers Network (AICN)
     Figure 20: Comparison of tariff packages for 4G services in the People’s Republic of China
     Figure 21: Broadband packages for home users in the United Kingdom
     Figure 22: Bundle packages for home users in Australia
     Figure 23: User-defined tariff package by China Mobile
     Figure 24: Unlimited tariff package in United States by Sprint
     Figure 25: Examples from “ANATEL Explains” campaign
     Box 1: Analysis of numbering misuse survey
Executive Summary
     i.	Introduction
     ii.	Previous work
     iii.	Expected outputs
     iv.	Study period 2014-2017 contributions and outputs
1	CHAPTER 1 – Telecommunication consumer and their rights: situation and progress
     1.1	A brief history: from user to consumer
     1.2	New trends in consumer rights protection
     1.3	What is the scope of consumer rights: international context
          1.3.1	General context
          1.3.2	Consumer protection in ICTs – the role of ITU-D
     1.4	Recent progress in various countries
2	CHAPTER 2 – Challenges in the field of telecommunication consumer protection
     2.1	Technological innovation
          2.1.1	Impact of technological innovation on usage and services 
          2.1.2	Other consumer issues linked to technological evolution
     2.2	Market environment and competition
          2.2.1	Proliferation of pricing and promotional packages
          2.2.2	Games and tombolas
          2.2.3	The rise of dominant consumers and their rights
     2.3	How changes in business models and service provision affect consumers
          2.3.1	Unsolicited value-added services
          2.3.2	Changed business models and marketing policies
     2.4	The rise of personal privacy risk
     2.5	Numbering misuse
     2.6	The needs of specific groups: people with disabilities, women and children
     2.7	Regulator resources and capacity
3	CHAPTER 3 – The institutional framework of telecommunication consumer’s rights
     3.1	Legislation and regulations: practices at national level
          3.1.1	General overview of legislation and regulations at the national level
          3.1.2	Innovative consumer protection legislation and regulations
     3.2	The various organizations and their functions
          3.2.1	International organizations
          3.2.2	Domestic organizations
          3.2.3	Non-governmental organizations
          3.2.4	Consumer networks
     3.3	Mechanisms: how they work and results
          3.3.1	Regulatory body and consumer network partnerships
          3.3.2	Establishment of regional regulatory offices for protection of consumer rights
          3.3.3	Economic and financial measures adopted by national authorities in the interests of consumers of telecommunication/ICT services
          3.3.4	Customer complaint management system
          3.3.5	Reasons for poor results obtained by consumer networks seeking to protect consumer rights
          3.3.6	Measures that regulatory authorities can take to protect consumer’s rights
          3.3.7	Looking towards the future
4	CHAPTER 4 – Economical aspects of consumer’s rights protection
     4.1	Cost based pricing and the need for models to evolve in the new ecosystem
     4.2	Tariff packages: main attempt by operators
     4.3	Choice of the PRICE-QUANTITY pair (in the broad sense) by consumers
     4.4	Compensation: Far beyond real property damage
5	CHAPTER 5 – Conclusions and guidelines
     5.1	Conclusions
     5.2	Guidelines for regulators and other relevant organizations
     5.3	Guidelines for operators and service providers
Abbreviations and acronyms
Annexes
Annex 1: List of contributions during study period 2014-2017
Annex 2: Summary of workshops, meetings or training activities
Annex 3: Analysis of the Questionnaire on numbering misuse
Annex 4: Selected country cases
Annex 5: ITU GSR Best Practice Guidelines