GRAND
CAYMAN, CAYMAN ISLANDS; Monday
16 December 2019

Consumers
are one step closer to having formalised consumer protection
regulations in the information and communications technology (ICT)
sector.

The
final draft of the proposed regulations are now out for public
consultation.

These
proposed regulations will apply to ICT service providers and ICT
network providers, and seek to ensure their services and networks are
reliable, provided with due care and skill and rendered in accordance
with the standards reasonably expected of a competent provider of
these services.

Alee
Fa’amoe, Executive Director ICT at OfReg explained the process:
“Transparency and accountability are at the heart of this, and
every public consultation process. Regulations are designed to
protect the consumer while at the same time creating a healthy
competitive environment for the industry, which then, in turn,
provides the best value to consumers. With this as a background, you
can see how decisions made by OfReg affect different people and
organisations in different ways. The consultation process provides
all those who will be affected by a regulatory decision the
opportunity to provide input.”

The
proposed regulations address five key areas that will be of interest
to consumers:

Accurate
Information

They
specify requirements of service providers to provide accurate
descriptions of the service and other information to consumers,
through advertising and any other means.

Complaints

They
detail requirements on how service providers address complaints
including handling, tracking and recording procedures.

Contract
Terms

Terms
and conditions of contracts are specified, addressing how they may be
amended and in particular how roaming plans are outlined.

Billing

Bills
are addressed, including what information is to be included on bills,
methods by which the consumer can make enquiries about bills and how
service providers can address non-payment of an outstanding and
undisputed balance on the consumer’s account.

Provision
and Repairs

How
services and fault repair are addressed, including timeframes, the
consumer’s ability to report faults and the provision of notices of
planned service disruptions or outages to consumers.

Responses
are due to OfReg by 5:00 pm on 31 January 2020 and should be sent to
consultations@ofreg.ky
or delivered to the OfReg headquarters at Alissta Towers, North Sound
Road.

To view the consultation paper in full, visit www.ofreg.ky/consultations.

OfReg (the Utility Regulation and Competition Office) is the independent regulator for the electricity, information and communications technology, water, wastewater and fuels sectors in the Cayman Islands. OfReg also regulates the use of electromagnetic spectrum and manages the .ky internet domain.