Location & Date: Houston, TX USA. Sep 16-20 | Houston, Texas USA. Nov 4-8, Istanbul, Turkey. Nov 4-8
CEUs: 6.0
Registration Discount: $3,900 – You must Register 60 days in advance and payment must be Paid In Full 30 days prior to the start of class.

Course Overview

The regulatory agency is empowered to establish minimum Quality of Service (QoS) standards in service delivery for the telecommunications industry. These QoS standards ensure that consumers continue to have access to high quality telecommunications service by setting basic minimum quality levels for all operators.

These standards define the lower and upper bounds of acceptability of such technical issues as transmission rates, error rates, call completion rates, etc. and commercial consumer issues such as access to customer care centers, billing integrity and other characteristics that can be measured and improved. In particularly, this seminar is tailored to the application of consumer code of practice in telecommunications by the regulatory bodies.

Target Audience

This course is for Managers, Assistants Managers, Field Managers, Directors, Regulators, Administrative Managers, Commissioners, Board members, Staff members, and Secretaries.

Course Outline

• Scope and objectives
• Application of the Code
• Code Administration
• Code Amendment

PROVISION OF INFORMATION TO CONSUMERS

• General
• Service Contracts
• Pricing Information
• Contract Terms and Termination
• Product Warranties and Maintenance
• Provisioning of Service
• Fault Repair and Service Interruption
• Operator Assistance, Directories and Directory Assistance
• Special measures for consumers with disabilities
• Access to emergency services

ADVERTISING AND REPRESENTATION OF SERVICES

• The Advertising Practitioners organizations
• Availability of services
• Advertising of packaged services
• Unsolicited telemarketing

CONSUMER BILLING, CHARGING, COLLECTION AND CREDIT PRACTICES

• General Principles
• Billing information
• Itemization of charges
• Timing for Issuance of Bill
• Receipts and consumer payment advice
• Billing Frequency
• Non-Payment of bills

CONSUMER OBLIGATIONS

• Acceptance of Licensee terms
• Access for maintenance
• Tampering with equipment
• Re-selling services without Authorization
• Misuse of a public telecommunications service
• Dishonest churning

PROTECTION OF CONSUMER INFORMATION

• Purpose
• General principles
• Implementation of a “Protection of Consumer Information Policy”
• Access to policy
• Maintaining data quality

COMPLAINTS HANDLING

• Information to Consumers
• Special needs
• Complaint processes
• Charges
• Further recourse
• Action on disputed charges
• Internal data collection and analysis
• Review
• Changes to complaint handling processes
• Retention of records
• Audit by Commission

CODE COMPLIANCE

• Licensee responsibilities
• Compliance monitoring and reporting by the Commission
• Complaints regarding compliance
• Consumer complaints
• Industry complaints
• Commission investigation
• Appeals process
• Confidentiality

Tuition: $4,000