| Resolution N° 019-2021-CD/OSIPTEL, promotes user empowerment through digitalization - 11/02/2021 |
| OSIPTEL |
| TELECOM/ICT Policy Makers and Regulators | The Americas | Peru |
| Objective: mandates that telecom operators must put in place a web app and mobile app that provides personalized information and allows main transactions to be carried out. Details: • Although main operators have already put in place a mobile app, this is voluntary and each operator decides what information and which transactions to include in it. This Regulation establishes that every telecom operator with more than 500 thousand users (in practice, all mobile network operators and main wireline internet providers) must develop a mobile and a web app, and sets the minimum standard for the information and transactions these must include. • Concerning information to be provided, this must be personalized, and include the service features each user has acquired. • Concerning the transactions, they must include: plan switching, service cancellation, temporary suspension, and acquisition and cancellation of additional services plus certain requests (detailed invoice, change of address, etc.). They must also allow the filing of claims and complaints. • OSIPTEL is the first regulator in Latin America to issue such a regulation in order to promote digitalization. It is estimated that this regulation will lead to savings up to 26.2 million dollars in a 5 year horizon (mainly attributable to the reduction of cost of transport and queueing, and to the savings users may have for easily switching to more suitable offers) |
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