The guidelines aim to harmonize approaches among National Regulatory Authorities (NRAs) in educating, informing, and protecting consumers while strengthening trust between users, regulators, and service providers.
The document emphasizes consumer empowerment, digital inclusion, and responsible use of telecommunications services through awareness campaigns, community engagement, online learning platforms, and improved complaint management systems. It also highlights the role of NRAs in safeguarding consumer interests, supporting consumer associations, monitoring service quality, and disseminating relevant sector information.
The guidelines are based on experiences and best practices from WATRA member states, including initiatives such as consumer awareness programs, telecommunications consumer forums, radio engagement platforms, and digital communication channels. Examples from regulators like Nigeria’s NCC and The Gambia’s PURA demonstrate effective multi-channel consumer engagement models using physical outreach, radio, social media, portals, and short codes for complaints and consumer protection services.
Finally, the document recommends strengthening consumer rights protection through easier access to complaint and legal mechanisms, enhanced communication on referral processes, and the establishment of unified customer service systems for digital service users across the region.