Stronger consumer rights on Europe's telecoms markets

A few weeks ago the European Parliament approved sweeping reforms in the telecommunications sector to strengthen competition and consumer rights.

When these reforms are implemented, European consumers will legally have the right to switch fixed or mobile phone operator in one working day while keeping their number. Consumers will also have the right to be better informed about the services they subscribe to.

On their contracts, there should be information on the minimum service quality levels. If these levels are not met, there should also be provisions on the type of compensation and refunds consumers can claim. Clear information must also be provided on personal data and how this will be used vis-à-vis promotional offers.

Even data about phone calls made and internet sessions are better safeguarded through these new provisions. The new rules oblige communications providers to inform both the authorities and affected consumers whenever personal data is breached even if such breach is accidental. The aim of this provision is to induce telecommunications providers to better protect their clients' personal data.

The new EU rules will also oblige operators to offer contracts to consumers that are not longer than one year. This basically means that consumers should be at least offered the possibility of subscribing to contracts not longer than 12 months. Moreover, under the new rules, the maximum initial duration of a contract signed by a consumer with an operator cannot be longer than two years.

The aim of these new rules is to enhance consumer choice and create a more integrated single market in the telecommunications sector. When the new rules come into force, national borders regarding network access and delivery of communication services will practically become invisible.

In actual fact, the EU telecoms reform will come into force by the end of this year. Member states then have until June 2011 to transpose the reformed EU telecommunications into their national telecoms laws.

customer@timesofmalta.com

Ms Vella is senior information officer, Consumer and Competition Division.

odette.vella@gov.mt