Roban backs RA’s new consumer advocacy rules

A new consumer-friendly policy unveiled by the telecoms and energy watchdog was backed by the home affairs minister.

Walter Roban said the consumer advocacy rules from the Regulatory Authority, which includes loss of service compensation for broadband and phones.

Mr Roban added: “Ensuring protections for the consumer is a priority for this ministry, so we are pleased to see that the RA is also looking to implement ways to create fairness and equity.”

The policy also includes compensation for missed service appointments and delays in the set-up of new services.

Better handling of complaints for services such as the supply of fixed and mobile telephone, long distance, internet access, subscription television and electricity are also covered.

The policy was also designed to promote honest marketing and advertising in the telecoms sector and clearer billing. Mr Roban said: “The ministry was very encouraged to learn of the RA’s commitment to ensuring the rights of the consumer.

“In that regard, our ministry fully supports the Regulatory Authority’s recent proposal to provide additional protections for consumers in the electronic communications sector. It’s important to make sure that consumers have the appropriate safeguards available to them — and that the rights and responsibilities of all stakeholders are clear.”

Mr Roban added that a consumer protection Bill will be introduced in the House of Assembly in this parliamentary year to mandate fairness in banking and mortgage services.

For more information or to comment on the RA’s telecoms changes, visit and select the Public Consultations link, or e-mail The deadline to register views is March 20

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Published Mar 9, 2020 at 8:00 am (Updated Mar 9, 2020 at 8:10 am)

Roban backs RA’s new consumer advocacy rules

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