Consumer Protection

8. CONSUMER PROTECTION

8.1 Policy Element - Quality of Service

a. Policy Issue
The deployment of ICT networks to seamlessly deliver a range of services poses challenges with respect to Quality of Service (QoS).

b. Policy Objective
To have an ICT environment in which consumers enjoy efficient and reliable communications services that conform to international QoS standards.

c. Policy Statements
(i) Encourage the industry to establish and operate voluntary industry codes (to be registered with the Regulator) and provide consumers with up-to-date QoS information.
(ii) Provision will be made in the legislation for minimum service level standards to cover the fundamental precepts of ICTs in keeping with international best practices, to be met as a condition of operating licences, and for appropriate sanctions to be applied where breaches occur.
(iii) Provision will be made in legislation for the Regulator to obtain and publish with regularity, information on industry performance.
(iv) Provision will be made in the new legislation to empower the Regulator to intervene where carriers and service providers are not sufficiently responsive to customer complaints. The law will also provide for redress.

8.2 Policy Element - Privacy and Security

a. Policy Issues
Privacy of customer information can be compromised by virtue of unauthorized access. It is, however, recognized that in certain specific circumstances (national security and defence) provision may be made for access to personal information.

b. Policy Objective
To minimize the risks of the unauthorized access and the disclosure of customer information.

c. Policy Statements
(i) A requirement for custodians of web-based databases to maintain system integrity through physical and logical security on the technology deployed.
(ii) Provision will be made in companion legislation for sanctions related to invasion of privacy, unauthorized access and unauthorized use of customer information.
(iii) Provision will made to establish protocols to treat with requests for access to personal information.