In the context of accelerated digital transformation, the West Africa Telecommunications Regulators Assembly (WATRA) mandated its Working Group on Consumer Access and Experience (WG-CAE) to develop a comprehensive set of harmonized regulatory guidelines. These guidelines are intended to strengthen consumer protection, improve the quality of electronic communications services, promote regulatory consistency, and foster digital inclusion across all WATRA Member States. This synthesis report consolidates the seven guidelines developed and adopted by the Working Group during its 2024–2026 mandate. It highlights the common regulatory principles, strategic orientations, operational mechanisms, and implementation measures that should guide National Regulatory Authorities (NRAs), telecommunications operators, and consumer associations in establishing a harmonized regional regulatory framework.

This document, entitled “Rights and Obligations of Users of Telecommunications Services,” consolidates and harmonizes our sub-regional approach to the rightsm and responsibilities of the populations of all member states of West Africa (WATRA). Under the auspices of the West Africa Telecommunications Regulators Association (WATRA), this policy was developed to regulate the relationships among consumers, operators, and other actors in the aforementioned sector.

As part of a continuous improvement process, the NRA will establish a satisfaction survey form to measure its performance. This form will be distributed to regulatory stakeholders, namely complainants, telecom operators, service providers, consumer associations, and all other stakeholders in the sector. Following the submission of this satisfaction survey form, various suggestions will be made regarding the quality of services and the Regulatory Authority’s relationships with its partners.

These guidelines aim to harmonize contractual practices between telecommunications service providers and consumers, particularly those using open mobile internet in West Africa. They strengthen the protection of user rights, ensure a better contractual balance, and reduce disputes related to adhesion contracts. The objective is to offer consumers greater flexibility and transparency while clarifying operators’ obligations.

In a context of accelerated digital transformation, access to reliable, quality, and affordable telecommunications services is a major issue for the economic and social development of the states of the West African region. However, disparities persist in terms of coverage, service quality, and affordability, particularly between urban and rural areas. These challenges require harmonized approaches tailored to local realities. To this end, the National Regulatory Authorities (NRAs), meeting within the West Africa Telecommunications Regulators Association (WATRA), have developed these guidelines to promote equitable access, strengthen competition, and foster digital inclusion across all Member States.

This document concerning guidelines on managing consumer complaints and claims aims to standardize the processes for handling complaints and claims across member states of West Africa. Under the auspices of the West Africa Telecommunications Regulators Association (WATRA), these guidelines aim to effectively regulate relations between consumers, operators, and other actors in the telecommunications sector. They are part of an approach to strengthening the protection of consumer interests, improving the quality of service, and increasing user confidence in telecom services.