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.