Consumer information, protection and rights - Study period 2022-2025
Acknowledgements
Table of contents
Executive Summary
Abbreviations
Chapter 1 – The importance of dialogue on digital consumer protection
     1.1 Cooperation and information exchange among policy-makers, regulators and consumer associations
     1.2 Mechanisms/tools for receiving consumer feedback and resolving consumer complaints
     1.3 Best practices for coordination and dialogue on digital consumer protection
Chapter 2 – Trends in consumer protection policies and regulation instruments
     2.1 Regulatory instruments that are fit for purpose
     2.2 Best practices for regulations to protect consumer rights
Chapter 3 – Digital transformation strategies and relevant issues for consumers
     3.1 Online communications and transactions using new and emerging telecommunication/ICTs
     3.2 Unsolicited commercial communications
     3.3 Online fraud
     3.4 Misuse of personally identifiable information
Chapter 4 – Mechanisms to promote informed consumer decisions
     4.1 National experiences with publishing transparent, comparable, adequate and up-to-date information pertaining to customer decisions on subscribing and terminating contracts for digital services
     4.2 Transparency on billing, including third-party payments such as direct carrier billing, premium-rate services and mobile payments
     4.3 Best practices for consumer protection measures related to quality of service/experience, and security of services offered to consumers
     4.4 Transparency requirements for traffic management and zero-rating practices based on current national experiences
     4.5 Best practices on mechanisms to promote informed consumer decisions
Chapter 5 – Measures adopted to stimulate protection of consumers, in particular vulnerable users
     5.1 Best practices to ensure quality, information and security of members of economically disadvantaged communities, persons with disabilities, older persons, women and children
Chapter 6 – Conclusions
     6.1 Summary of key findings
     6.2 Policy guidelines
     6.3 The path forward
Annex 1 – Case studies
     1.1 Cooperation and information-sharing among policy-makers, regulators and consumer associations
     1.2 Mechanisms/tools for listening to the consumer and means to receive and resolve consumer complaints