Consumer aspects in the market place
This part of the programme built upon the contents of the first week, particularly the parts of the programme dealing with development of competitive telecommunications markets and the Universal Service and Privacy Directives, plus the visits to operators and the UK regulator. Interactive use of websites in the classroom explored how consumers could access information about services and described the role of the national regulatory agencies in promoting consumer interests.
- Information was given about improvements in customer service, value for money and price.
- Examples of information were explored and discussed and a list showing their web addresses distributed. Many of these were demonstrated on-line.
- Discussions were held about how the different types of customer (with most emphasis on personal and SME sector) chose their telecoms suppliers
- The sessions made reference to the information pack provided during week 1.
- Examples of consumer-oriented regulatory initiatives were handed out (in software format), including parts of the EU 13th implementation report, relevant PhonePayPlus consultation document on text messages, and the “ECTA Scorecard” of regulatory effectiveness.