Project to set up the national arbitration centre
In 2008, ICP-ANACOM carried out a study to look at non-judicial means of dispute resolution in the electronic communications sector. Based on the results of this study, in June 2008, ICP-ANACOM decided to launch a project to set up a national arbitration centre specializing in the electronic communications sector, making this project a part of its management plans.
Between 2009 and 2010, ICP-ANACOM completed all the administrative steps necessary for the creation and implementation of the centre. However, the position expressed by potentially interested parties lacked the level of commitment required to pursue this initiative, and so, in July 2010, ICP-ANACOM decided to suspend the project.
Since then, ICP-ANACOM has been examining other avenues of action which, taking advantage of the mechanisms and structures already existing in Portugal, allow this Authority to engage in the fulfilment of its responsibilities in encouraging the settlement of disputes in the electronic communications sector.
Awareness campaign on value-added services (VAS) and provision of information to the public
In 2010, ICP-ANACOM and Direcção-Geral do Consumidor (Directorate General for the Consumer) launched a joint initiative on message-based valued added services. This included the launch of an information campaign on 15 March 2010, World Consumer Rights Day, to provide the general public with clear information on message-based valued added services.
The campaign was based, fundamentally, on the widespread distribution of a leaflet provided at all CIAC - Centros de Informação Autárquicos ao Consumidor (Municipal Consumer Information Centres).
The leaflet clearly outlines what these services are and how they can be identified, how these services are subscribed to and how they can be cancelled. The leaflet also provides information on the conditions governing the provision of these services, including subscription costs, as well as the authorities which enforce compliance with applicable rules. This initiative is part of ICP-ANACOM's strategic objective to assure and protect the rights of users and citizens in general.
Further to this campaign, information was released on matters of special interest to consumers, particularly on the unlocking of equipment, on rules governing international roaming in the EU and their growing application to data service, as well as information on the portability of numbers through frequently asked questions (FAQ) provided on ICP-ANACOM's website, notably through the virtual assistant "A ANACOM responde". On portability, in particular, information was published on ICP-ANACOM's website highlighting a number of irregularities detected in its functioning, deemed as being non-compliant with the Regulamento da Portabilidade (Portability Regulation), in particular regarding the maximum period of three days for portability of mobile telephone numbers and regarding the payment of compensation when this deadline is not met.
Also within the scope of the measures undertaken to strengthen the protection of consumer interests, and with conclusion of the study in 2009 on the internal procedures of the providers of electronic communications services for handling of complaints, by determination of 10 February 2010, ICP-ANACOM approved the following lines of action:
- definition of conditions to impose on service providers in the handling of complaints;
- periodic collection of information to support oversight and regulation;
- evaluation of the enforcement and execution of the proposed regulatory framework.
In 2011, ICP-ANACOM will evaluate the possible adoption of measures implementing the approved lines of action.
