MS. PREMILA KUMARMS. PREMILA KUMAR

CHIEF EXECUTIVE OFFICERCHIEF EXECUTIVE OFFICERCONSUMER COUNCIL OF CONSUMER COUNCIL OF FIJIFIJI

Broadband accessibility in the South Pacific

Challenges faced by the Consumer Council of Fiji in protecting the rights of broadband users

Policy response to ensure consumer rights are better protected

Geographical isolation

Small scattered islands

Small population

Weak economies

Lack of basic infrastructure

2012 World Bank Report - Kiribati has the highest internet rates in the world - US$500 a month and US$400 installation fee for a 512kbps connection.

Optic Fibre Southern Cross Cable Network

Deregulated international telecom gateway services

Deregulation – upsurge in mobile internet accessibility

Right to information on new services and technical advice on devices;

Right to pay for services that is delivered (payment should match services delivered);

Right to privacy; Right to complain;Right to make a choice; andRight to affordable services

Complaints handlingMarket SurveillanceResearch & Policy Campaigns

Low consumer ICT literacy Laws and regulations are not current to

capture issues such as internet fraud, hacking, SPAM, etc.

Government has shareholding interest or owns the ISP

Ineffective redress mechanism. Poor access to broadband services

Used Media to put pressure on Connect

Lodged formal complaint with Fiji Commerce Commission (FCC)

Fiji Commerce Commission chaired a meeting between Connect and the Consumer Council

No charges were laid by FCC

reliance on internet services has become just as essential as water and electricity and this service must be affordable.

Connect against Government’s National Broadband Policy which states that “broadband services shall be accessible to all Fijians and Fijian communities, and that access includes “availability, affordability and capacity to use”.

Old Rate

$35.78 for the 256/128k and received 5GB data cap

Old Rate

$35.78 for the 256/128k and received 5GB data cap

Proposed New Rate

$35 for 1GB data cap with a new speed of 1MB

Proposed New Rate

$35 for 1GB data cap with a new speed of 1MB

Final OutcomeCONNECT offered 5GB data cap instead of 1GB at high speed for $35

Final OutcomeCONNECT offered 5GB data cap instead of 1GB at high speed for $35

Speeds are not guaranteed and varies depending on your location or condition of the lines

Why Connect informed its customers that if they did not convert to the new rates by 30 March 2012, subscribers will automatically be converted to a new plan and customers’ Connect s email addresses will be taken away?

Why expensive unused data reloads which consumers buy could not be carried forward?

ISP redrafted a new contract,

Offered 5GB data cap instead of 1GB at high speed; and

Allowed consumers to carry forward reloads for next 30 days.

Broadband policies not only from supplier side of the market but also from consumer demand side

Introduce legislation on Unfair Contract Terms and other additional laws to deal with spaming, privacy, fraud, cyber crime, and e-commerce

Policy on improving ICT literacy

Set up ICT Ombudsman

Prohibition of fine print disclaimers and requirement for plain language contracts;

Allow consumers to conveniently switch between suppliers;

Provide, complete, comparable, appropriate and accurate information to consumers through different channels

THANK YOU!