World Consumer Rights Day was established on 15 March 1983 to promote consumer rights around the world. For WCRD 2014, we are calling on CI Members and Supporters to highlight the consumer issues that are undermining and frustrating the success of mobile phone services.

CI’s agenda for Phone Rights

CI’s Consumer Agenda for Fair Mobile Services addresses the issues that affect mobile consumers across the world, and we hope every CI Member and Supporter can join the call. Some of the issues we want to address are:

1.  Provide consumers with access to an affordable, reliable service

Consumers want to be able to have access to affordable mobile services in order to communicate and to access information. It is only reasonable that they then expect those services to be consistent and of a high quality without drop outs in service.

2. Provide consumers with fair contracts explained in clear, complete and accessible language

Consumers often feel cheated by their mobile provider, either because of unfair contract terms and conditions or because they didn’t understand what they had signed. Telecom providers should always provide consumers with fair contracts with all relevant information explained clearly so that consumers can exercise their right to make informed choices.

3. Provide consumers with fair and transparent billing

Consumers shouldn’t be billed for services they didn’t request. We demand fairness and transparency in our bills, and protection from billing fraud.

4. Provide consumers with security and power over their own information 

Telecoms providers and regulators alike must protect the personal data that consumers give up in order to use mobile services. Whilst giving consent to use personal data can enhance the experience of using a mobile phone, it can also compromise the consumer’s right to safety. Consumers must be able to set the terms of how this data is used.

5. Listen and respond to consumer complaints

Telecom providers should have effective complaints systems and if consumers are not satisfied there should be redress mechanisms to ensure a fair outcome. We must be able to penalise providers for abusive and unjust business practices.

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