• QUESTION 18-2/1: Enforcing national policies and regulationson consumer protection notably in aconverging environment
    • Table of Contents
    • 1. Introduction
      • 1.1 Definition and terms of reference of the Question
      • 1.2 Impact of convergence on consumers and most recent discussions
    • 2 Legal and regulatory framework
      • 2.1 General
        • 2.1.1 Current status of consumer rights and consumer protection
        • 2.1.2 Recent changes in regulation/legislation to adapt to a converging environment
      • 2.2 Overview of legislation on consumer protection (country examples)
      • 2.3 Legislation/regulation and specific projects on consumer protection (country examples)
    • 3 Legal bodies or entities responsible for consumer protection
      • 3.1 General
        • 3.1.1 Overview of the entities involved in consumer protection
        • 3.1.2 Coordination among entities working on consumer protection issues
      • 3.2 State-governed consumer-protection entities, with country examples
        • 3.2.1 Role of the national regulatory authority (NRA) (country examples)
        • 3.2.2 Role of private entities
      • 3.3 Examples of successful implementation
    • 4 Consumer protection in a converging environment: challenges and outlook
      • 4.1 Issues faced by entities involved in consumer protection
        • 4.1.1 The meaning of convergence for regulation and consumers
        • 4.1.2 Inexistent, inadequate or imprecise consumer-protection legislation, especially for converging services
        • 4.1.3 Situation regarding consumer associations
      • 4.2 Organizational methods and successful practices regarding consumer protection used by NRAs and other entities (...
    • 5 Guidelines
      • 5.1 Basic principles of a regulatory framework for consumer protection
      • 5.2 Regulatory provisions and regulator obligations
      • 5.3 Coordination between entities involved in consumer protection
      • 5.4 Use of technology
      • 5.5 International cooperation and sharing of experience
      • 5.6 Education, coordination, information and capacity building for consumer associations
      • 5.7 Regulatory measures to protect mobile telephony service consumers
      • 5.8 Measures and golden rules for consumer protection in a converging environment
    • 6 Conclusion
    • Annexes
      • Annexe 1: Résultats du Questionnaire
      • Annexe 2: Autres sources et liens utiles