The main objective of this Study [ES]
is to present a regional proposal on the "Best practices in the relationship with consumers of telecommunications services in Latin American countries", focusing on the protection of the rights of consumers and competition.
It aim was to determine the main aspects relating to the legal framework of the existing protection to consumer’s rights; the set of rules, resolutions and regulations of regulatory bodies that arbitrate market practices; and the behavior of consumers in regard to their option for certain goods, products and services.
The work was structured through the continuous presentation of the theoretical framework, the methodology used, the results identified, and the discussions of these evidences and, culminated with the preparation of the Guide of Best Practices for the region.
The Study and its Guidelines were developed by ITU in collaboration with the Inter-American Telecommunication Commission (CITEL
) of the OAS and Administrations of Latin American countries.
Accompanying Guide of Best Practices [ES]
These Guidelines [ES]
are based on the Study entitled "Regulatory legal framework and research on the behavior of consumers of telecommunications services in Latin America"
and aims to guide Latin American countries in regard to the protection of the consumers of the telecommunications sector, the regulatory instruments that control and monitor the competition, and also, the tools available to diagnose the quality of services and consumers’ satisfaction.
The following twenty countries provided inputs for the preparation of these Guidelines: Argentina, Bolivia, Brazil, Chile, Colombia, Costa Rica, Cuba, Ecuador, El Salvador, Guatemala, Haiti, Honduras, Mexico, Nicaragua, Panama, Paraguay and Peru.