New EU telecoms rules benefit citizens as well as businesses

New EU telecoms rules to ensure a more competitive telecoms sector and better services for customers had to be implemented in national law by member states by May 25, the European Commission said.

Europeans now enjoy new rights and services regarding phones, mobile and internet.

They include the right for customers to switch telecoms operators in just one day without changing their phone number, the right to more clarity about the services customers are offered and better protection of personal data online.

New oversight powers for the European Commission and regulatory powers for the Body of European Regulators for Electronic Communications (BEREC) will create more regulatory certainty and help telecoms operators to grow in a single, pan-European telecoms market.

The Commission said it has worked closely with member states to seek swift implementation of these EU rules and will consider launching infringement proceedings against member states which have not implemented them in time. Reinforcing the single market for telecoms services is a key objective of the Digital Agenda for Europe.

Neelie Kroes, vice president of the European Commission for the Digital Agenda said: “Citizens and businesses should take full advantage of the opportunities these new rules give them to get more competitive telecoms services. I will do my utmost to help them to do so. If these rights are not made available in practice, I will take the measures necessary to fix that situation vis-à-vis member states and telecoms operators.”

The new EU rules give citizens and businesses higher levels of consumer protection and more choice; the ability to switch fixed or mobile phone operator without changing phone number within one working day; and a maximum length of 24 months for customer’s initial sign-on contracts and an obligation on operators to offer 12 month contracts. This will allow customers to switch more easily to a different operator if they find a better deal. Customers should also get clearer information on services to which they are subscribed. Consumer contracts must give information about minimum service quality levels. In particular, internet subscribers must be given information about traffic management techniques and their impact on service quality, as well as any other limitations (such as bandwidth caps, available connection speed or the blocking or ‘throttling’ of access to certain services such as voice over internet protocol (VOIP). Contracts also must give details of compensation and refunds available if these minimum levels are not met.

There is also improved online privacy and safety with better protection against personal data breaches and “spam” (unsolicited e-mails); mandatory notifications for personal data breaches; and better information and consent requirements for storing or accessing information in users’ devices (such as ‘cookies’ not related to the service currently accessed).

There is also more consistent regulation across the EU with national regulators gaining greater independence and will have powers, as a last resort, to oblige telecoms operators with significant market power to separate their communication networks from their service branches to ensure non-discriminatory access for other operators (without necessarily separating ownership or obliging the creation of a separate company).

Other new elements in the package include better access to emergency services including 112, Europe’s single emergency number.