Document :

ITU-D SG01 RAPPORTEUR GROUP MEETING  Contribution  46

Title :

Empowerment of consumer associations and effective access to means of redress: lessons learned and best practices in Cote d'Ivoire

Date :

2026-08-13

Source :

Cote d'Ivoire

AI/Question :

Q5/1

Meeting :

2026-09-28

Access :

Restricted to TIES users [ITU-D]

Abstract :

Consumer consultation can only be effective if their representatives have the technical means to participate meaningfully in the process. C?te d'Ivoire has a three-tier system: the guidance established by the 2017 law on the information society; the frameworks for dialogue set up on the initiative of the regulatory authority; and the annual requirement for awareness-raising and training provided for in the 2024 law on electronic communications, which supports the capacity-building programme and accessibility framework. There are also three emerging concerns: sales prospecting based on misappropriated records, transparency regarding quality of service (QoS) and quality of experience (QoE), and the oversight of public reporting platforms. C?te d'Ivoire is of the view that effective accessibility depends less on framework laws than on the regulator's terms of reference and procedures. It proposes that Question 5/1 develop a compendium of practical examples for claims handling and a regulatory impact assessment guide for digital services.