Document :

ITU-D SG01 RAPPORTEUR GROUP MEETING  Contribution  36

Title :

Brazil's experience in applying Behavioural Insights (BI) under the Meaningful Connectivity and Socio-Environmental Sustainability Plan (PCS) to encourage the use of Busca Ofertas, the national telecommunications service plan comparison platform

Date :

2026-08-13

Source :

Brazil

AI/Question :

Q5/1

Meeting :

2026-09-28

Access :

Restricted to TIES users [ITU-D]

Abstract :

The contribution presents Brazilian experience in applying Behavioural Insights (BI) to promote consumer empowerment in telecommunications through the Anatel Meaningful Connectivity and Socio-Environmental Sustainability Plan (PCS). The initiative incorporated the OECD-recognized BASIC methodology, developed by iNudgeyou, to identify priority behaviours and design evidence-based interventions. Among 83 mapped behaviours, the project focused on encouraging consumers to compare telecommunications service plans before renewing existing contracts, using the official Busca Ofertas comparison platform. Behaviourally informed email messages were integrated into the Anatel Consumidor complaint journey and tested through randomized experimentation. The pilot seeks to increase awareness and use of regulatory tools, generate evidence on effective communication strategies, and strengthen institutional capacity for behavioural public policymaking.