Concerns over public health and conspiracy theories saw more than 200 attacks on mobile masts. The anti-5G protests are not a first with previous generations of mobile technology sparked equally intense opposition. Consumer bodies can play an important role in dispelling myths
Improving transparency for consumers
Regulators have expressed concern that mobile operators do not provide consumers with sufficiently clear and comparable information, hindering their ability to get a better deal. As New Zealand, the Netherlands and UK take action, the EECC should ensure consumers have the comparable information they need
The industry’s response to COVID-19 so far
The coronavirus pandemic has changed the way people interact with each other all over the world. Given the essential need for connectivity, regulators and policymakers have been swift to change their priorities and focus on ensuring network resilience and support for consumers. In this note we share some of the measures regulators and policymakers have been taking, along with those of the operators, and identify some of the challenges that lie ahead.
Strengthening security for consumer IoT
On 27 January 2020, the UK Government published its policy position on security in consumer IoT. In deciding not to launch a voluntary labelling scheme, the Government recognised it wouldn't have the intended effect to improve customers’ awareness about the security of the IoT products they purchase. This is in line with what is taking shape at the European level, where the European agency for cybersecurity has also found the need for more specific legislation.
Telecoms operators are increasingly customer-centric
Telecoms operators are moving towards a model where the customer is at the centre of everything they do. This is primarily happening as a result of the industry adopting an omnichannel approach, ensuring that customers are able to get the full value from the services they consume.
The desire to facilitate consumer switching continues
Regulators have done extensive work to facilitate consumers’ ability to switch providers, to foster competition and consumer benefit. Yet switching is still seen as a pain point in some countries. In recent months, initiatives to help customers become proactive in choosing a new contract have taken place in the UK, Japan, and Germany.
Tech companies face greater scrutiny under EU Consumer Protection rules
The EC Commissioner for Justice, Vera Jourova, has made statements welcoming Airbnb’s effort to comply with EU consumer protection rules, particularly on the front of price transparency and recognition of users’ rights. Jourova also took the chance to criticise Facebook and Twitter, which are yet to implement some changes requested by the EC earlier this year.
Consumer protection rules get stronger for big tech across the EU
In February 2018, the European Commission issued a statement outlining the progress made by the three main social media platforms (Facebook, Twitter, and Google+) toward improving consumer protection, based on the requirements it made in March 2017. The EC found that Facebook and, to some extent, Twitter, still have work to do to fulfil the requirements. The EC’s strengthened approach to consumer protection in online platforms is a further example of the increased regulatory scrutiny on tech companies. It also shows how the rules of the countries where their users are will prevail over those of the company’s establishment, in line with the principles set out in the General Data Protection Regulation.
