Output Report on ITU-D Question 6/1 Consumer information, protection and rights: Laws, regulation, economic bases, consumer networks
Acknowledgments
Table of contents
Executive summary
Abbreviations and acronyms
Chapter 1 – Consumer protection in telecommunications/information and communication technologies (ICTs): Institutional framework
     1.1 Global updates of consumer protection and empowerment mechanisms in policies, laws and regulations
     1.2 Institutional reforms at international level, international organizations and associations, and global and regional cooperation: What is their role in consumer protection, and what are some of the new developments?
     1.3 Institutional reforms at the national level among different countries relative to consumer protection. Role of national regulatory authorities and other relevant authorities in consumer protection
          1.3.1 National monitoring, evaluation and enforcement mechanisms: Effectiveness of such measures – What can NRAs do? How to cooperate with industry? Which other players should be considered?
          1.3.2 Capacity building: Digital skills and competency for regulators
          1.3.3 Awareness-raising mechanisms that can be used by policy-makers and regulators (campaigns, services, etc.)
          1.3.4 Looking to the future: Collaborative regulation between policy-makers and regulators, between different regulators, between regulators and industry, and between regulators and consumer associations, both within the ICT sector and across other sector
Chapter 2 – Consumer evolution: New challenges in a digital world
     2.1 Introduction
     2.2 New business models (infrastructure, content and applications)
     2.3 The changing requirements of consumer protection in era of converged services
     2.4 The main future challenges: Consumer trust and security
          2.4.1 Privacy and consumer protection (digital identity, protection of personal data, privacy issues)
          2.4.2 Trust in security in the use of digital services
          2.4.3 Ethics (address best practices in the public and private sectors as well as in new contexts such as AI)
     2.5 Conclusion: Collaborative regulation, international cooperation and consumer education
Chapter 3 – Shaping a new framework for ICT consumer protection in the digital ecosystem
     3.1 Protection vs innovation – How to protect consumers while still fostering innovation
     3.2 Customer care (new technologies to facilitate customer experience)
     3.3 How to resolve problems arising from cross-border activities
     3.4 How to meet the needs of persons with disabilities and of women and children in a new digital ecosystem (technologies, services and products focusing on consumer protection and digital literacy relating to consumer protection)
     3.5 AI, IoT and other emerging technology users: A new category of activities and players needing new tools
Chapter 4 – Fostering consumer empowerment and awareness (competition, business models and prices, and transparency)
     4.1 How can consumers be empowered to participate in the digital economy?
     4.2 Transparency as a mechanism to promote competition on tariffs and quality of service
          4.2.1 Comparison tools for transparency and consumer empowerment
          4.2.2 Concrete examples of how regulators can raise awareness and communicate results of performance-monitoring exercises and consumer assessments to consumers (to keep consumers and users informed about the basic features, quality, security and rates of 
     4.3 How can consumers defend their rights more effectively (concrete examples of mechanisms to protect consumers on selected issues enabling them to know and exercise their rights, to use the services properly, and to make informed decisions when contract
          4.3.1 Means to prevent fraudulent, deceptive and unfair commercial practices, transparency and subscription agreements
          4.3.2 Best practices and tools to empower users/consumers and raise awareness on how they can manage their personal data
          4.3.3 Mechanisms/means put in place by regulators so that operators/service providers publish transparent, comparable, adequate, up-to-date information on, inter alia, prices, tariffs, and expenses related to contract termination, and accessing and updati
          4.3.4 Identification of best practices for national regulators and operators in the use and management of national telephone numbering resources
Chapter 5 – Conclusions and guidelines
     5.1 Conclusions
     5.2 Guidelines
Annex 1: Summary of contributions submitted to Question 6/1
Annex 2: Outcomes of the ITU Global Symposium for Regulators in 2018 and 2019 (GSR-18 and GSR-19)
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