ITU Telecommunication Development Bureau:

ITU Telecommunication Development Bureau:

Consumer Protection and Other Safeguards in the Delivery of Telecommunications Services การคุ้��มคุ้รองผู้��บร โภคุ้และสิ่ �งป้�องก�นอ��นๆในการให้�บร การทางด้�านโทรคุ้มนาคุ้ม

Workshop on Telecommunication Policy and Regulation for Competition,Bangkok, Thailand

12 July 2005

Scott W MinehaneWindsor Place Consulting

www.windsor-place.com2

1. Introduction : คำ��นำ��


Consumer protection can be achieved in a variety of ways ก�รคำ��มคำรองผู้ �บร�โภคำส�ม�รถที่��จะประสบผู้ลส��เร�จในำหล�กหล�ยวิ�ธี�ก�ร

Generally speaking, consumer protection measures will be imposed either by statute or through licensing arrangements.

Consumer Protection ก�รคำ��มคำรองผู้ �บร�โภคำ

Licensing arrangements ก�รจ"ดเตร�ยมก�รอนำ�ญ�ต�

Statutory or regulator imposition กฎหม�ยหร'อก�รก��หนำดโที่ษแก*ผู้ �ให�

บร�ก�ร


2. Licensing Provisions and Consumer Protection กฎหม�ยก�รให�อนำ�ญ�ต�และก�รคำ��มคำรองผู้ �บร�โภคำ


Establishing a framework which safeguards the interests of consumers (i) ก�รสร��งแผู้นำง�นำซึ่,�งปกป-องผู้ลประโยชนำ/ของผู้ �บร�โภคำ

Licenses often include conditions which seek to establish a ‘level playing field’ for competition, limiting the ability of incumbent providers to abuse their dominant position in a way which is detrimental to consumers. (เง'�อนำไขซึ่,�งสร��งระด"บคำวิ�มเที่*�เที่�ยมก"นำในำสภ�พแวิดล�อมส��หร"บก�รแข*งข"นำจ��ก"ดคำวิ�มส�ม�รถของผู้ �ประกอบ

ก�รในำก�รใช�สถ�นำะที่��เหนำ'อกวิ*�ของตนำเองในำก�รก*อให�เก�ด คำวิ�มเส�ยห�ยแก*ผู้ �บร�โภคำ)

• Such conditions are generally known as “anti-competitive safeguards” ( ต*อต��นำก�รคำ��มคำรองที่��เก��ยวิก"บก�รแข*งข"นำ )or “fair trading provisions” (กฎหม�ยก�รคำ��ที่��เป3นำธีรรม).

• They often include prohibitions (ข�อห��ม) against a range of anti-competitive practices such as cross-subsidisation, predatory pricing, excessive pricing and discrimination.


Establishing a framework which safeguards the interests of consumers (ii) ก�รสร��งแผู้นำง�นำซึ่,�งปกป-องผู้ลประโยชนำ/ของผู้ �บร�โภคำ

In addition, terms dealing provisions are often included in licences (ข�อตกลงที่��ในำใช�กฎหม�ยส*วินำใหญ*รวิมอย *ในำใบอนำ�ญ�ต�) , along with other terms and conditions relating to the provision of services and facilities.

• These conditions tend to relate to matters such as price regulation (การก�าห้นด้ราคุ้า), quality of service standards (คุ้��ณภาพของมาตรฐานการบร การ), and mandatory services that must be provided to consumers (การบร การท%�จำ�าเป้(นซึ่*�งต�องให้�บร การแก+ผู้��บร โภคุ้).

e.g. directory services, operator assistance and emergency services.

• However regulators tend to pursue these goals by way of generally applicable rules and regulations rather than through the licensing process. ( อย่+างไรก.ตามผู้��ป้ระกอบการม%แนวโน�มท%�จำะด้�าเน นการให้�บรรล�จำ�ด้ม�+งห้มาย่โด้ย่การก�า ห้นด้กฎ

เกณท1ท%�สิ่ามารถน�าไป้บร�บใช้�ได้� แทนท%�จำะผู้+านทางกระบวนการการขออน�ญาต )


3. Statutory Consumer Protection Measures - Universality กฎหม�ยก�ร

คำ��มคำรองม�ตรฐ�นำของผู้ �บร�โภคำ - ที่��คำรอบคำล�มอย*�งที่"�วิถ,ง


Universality and consumer protection ก�รคำ��มโคำรงผู้ �บร�โภคำและก�รคำรอบคำล�มอย*�งที่"�วิถ,ง

Universality is relevant to consumer protection because its overriding objectives are to expand and maintain availability of affordable telecommunications services to the public, particularly those who would not otherwise be able to access such services. Generally, universality is statutorily imposed.

Universal Service บร�ก�รที่��คำรอบคำล�มอย*�ง

ที่"�วิถ,ง

Universal Access ส�ที่ธี�5ที่��คำรอบคำล�มอย*�ง

ที่"�วิถ,ง


• The objective of connecting households to the PTS is generally referred to as the “Universal Service Obligation”.

- Universal service is a realisable policy objective in industrialised countries, but is not always economically feasible in developing countries, where universal access is a more practical objective.

• Universal access is a situation where every person has a reasonable means of access to a publicly available telephone.

- Universal access can be realised through pay telephones, community telephone centres, teleboutiques, community Internet access terminals, etc.

Introduction to key concepts in universality

ก�รแนำะนำ��ถ,งส�ระส��คำ"ญในำก�รให�บร�ก�รที่��คำรอบคำล�มอย*�งที่"�วิถ,ง

There are two key concepts in universality - universal service and universal access.


Objectives of universality วิ"ตถ�ประสงคำ/ของก�รบร�ก�รที่��คำรอบคำล�มอย*�งที่"�วิถ,ง

Broadly speaking, universality has a number of fundamental objectives including:

• To enable full participation in 21st century society ; (เพ'�อส�ม�รถม�ส*วินำ ร*วิมเต�มที่��ในำส"งคำมในำศตวิรรษที่�� 21)

• To promote national, political, economic and cultural cohesion; (เพ��อสิ่+ง เสิ่ร มการท�างานร+วมก�น ระห้ว+างช้าต ร�ฐบาล ในทางเศรษฐศาสิ่ตร1 และ ในทาง

ว�ฒนธรรม)

• To promote economic development; (เพ��อสิ่+งเสิ่ร มการพ�ฒนาทางเศรษฐก จำ)• To encourage more balanced distribution of the population;

• To eliminate the disparity between rural and urban areas.(เพ��อลด้คุ้วามแต+งต+างระห้ว+างการให้�บร การในช้นบทและในเม�อง)


Achieving universality ก�รบรรล�ก�รบร�ก�รที่��คำรอบคำล�มอย*�งที่"�วิถ,ง

There are a number of mechanisms which are used either individually or in concert to achieve universality. These include:

• Market-based reforms (การป้ร�บป้ร�งพ�9นฐานของตลาด้)- especially privatisation, competition and cost-based pricing;

• Mandatory service obligations (หนำ��ที่��ในำก�รให�บร�ก�รที่��จ��เป3นำ) - imposed by licence conditions or other regulatory measures;

• Access deficit (ก�รข�ดที่�นำ) charges - paid by operators to subsidise the access deficit of incumbent operators;

• Universality funds - independently administered funds that collect revenue from various sources and provide targeted subsidies; and, to a lesser extent

• Cross-subsidies - between or within services provided by incumbent operators.


4. Other Statutory Mechanisms Designed to Ensure Consumer Protection ( กฎ กระบวินำก�รอ'�นำๆที่��

ก��หนำดข,8นำเพ'�อ คำ��มคำรองผู้ �บร�โภคำ)


Price control measures ม�ตรฐ�นำก�รคำวิบคำ�มร�คำ�

• A price cap (ข�อจ��ก"ดของร�คำ�) will generally apply to local, long distance and fixed-to-mobile calls, and ensures that the incumbent’s prices stay within a specified range in real terms.

• Price caps generally apply to business and residential line rentals (ก�รเช*�ส�ยส��หร"บธี�รก�จและที่��อย *อ�ศ"ย) in order to reduce the ‘access deficit’ - i.e. the shortfall in line revenues compared with line costs.

• Specific measures can also be developed in order to protect low-income customers (ปกป-องผู้ �บร�โภคำที่��ม�ร�ยได�ต��) from the effects of line rental increases and increases in call charges.

Price control measures are legally imposed and are designed to put downward pressure on the incumbent’s charges, and indirectly, on those of its competitors.


Other statutorily imposed measures ม�ตรก�รก�รก��หนำดกฎ อ'�นำๆ

Other consumer safeguards commonly provided for by legislation include requirements for inter alia:

• Itemised billing; (แยกร�ยก�รคำ*�บร�ก�รในำบ�ลเร�ยกเก�บ)

• Directory assistance services; ( บร�ก�รให�คำ��แนำะนำ��ช*วิยเหล'อในำก�ร คำ�นำห�เลขหม�ยโที่รศ"พที่/)

• Protection of consumer privacy (ก�รคำ��มคำรองคำวิ�มล"บของผู้ �บร�โภคำ).


Customer Service Guarantees ก�รร"บประก"นำก�รบร�ก�รแก*ล กคำ��

Customer service guarantees impose a legal requirement on all service providers to meet specified timeframes to connect services (ก�รบร�ก�รก�รจ"ดต"8ง) , repair faults ( ซึ่*อมแซึ่ม แก�ไขข�อผู้�ดพล�ด), and keep appointments (ร"กษ�ก�รนำ"ดหม�ย), subject to limited exceptions.

• If a telephone company fails to meet these timeframes, a consumer may be entitled to financial compensation from the company. (ถ�า

บร ษ�ทไม+สิ่ามารถท�าตามเง��อนไข บร ษ�ทจำะต�องจำ+าย่ เง นคุ้+าช้ด้เช้ย่คุ้วามเสิ่%ย่ห้าย่แก+ล�กคุ้�า)

• The CSGs are designed to encourage improvements in service from carriage service providers to safeguard residential and small-business consumers against poor performance. (การร�บป้ระก�นการบร การแก+ล�กคุ้�าได้�ก�าห้นด้ข*9นเพ��อให้�บร ษ�ทม%การป้ร�บป้ร�งการบร การให้�ด้%

ข*9น เพ��อคุ้��มคุ้รองผู้��ท%�อย่�+อาศ�ย่และธ�รก จำขนาด้เล.ก)


Digital Data Service Obligation หนำ��ที่��ในำก�รให�บร�ก�รข�อม ลด�จ�ตอล

The DDSO is one example of a legal requirement that is designed to ensure that digital data services are reasonably accessible to all people on an equitable basis, wherever they live or carry on business.

• DDSOs are designed to ensure that everybody can have access - upon request and payment of the relevant charges - to a 64kbps or comparable data service.


5. Statutory Consumer Protection - Consumer Contracts กฎหม�ยก�ร

คำ��มคำรองผู้ �บร�โภคำ - ส"ญญ�ของผู้ �บร�โภคำ


The role of statute in consumer protection (i) บที่บ�ที่ของกฎข�อบ"งคำ"บในำก�รคำ��มคำรองผู้ �บร�โภคำ

In addition to establishing the competition law framework, trade practices or competition legislation (ก�รปฎ�บ"ต�ที่�งก�รคำ��หร'อกฎก�รแข*งข"นำ) can also deal with consumer protection. The legislation attempts to promote consumer protection (ส*งเสร�มก�รคำ��มคำรองผู้ �บร�โภคำ) in a number of ways, including:

• Providing protection for consumers by implying certain terms into consumer contracts. (ก�รให�ก�รคำ��มคำรองผู้ �บร�โภคำโดยก�รบอกเป3นำนำ"ยถ,งเง'�อนำโดยเฉพ�ะลงในำส"ญญ�ของผู้ �บร�โภคำ)

• Proscribing certain conduct in trade or commerce, including: misleading or deceptive conduct ( ก�รด��เนำ�นำก�รที่��ก*อให�เก�ด ก�รเข��ใจผู้�ด)and unconscionable conduct. ( ก�รกระที่��ที่��ไม* เสมอภ�คำหร'อข�ดเหต�ผู้ล)


The role of statute in consumer protection (ii) บที่บ�ที่ของกฎข�อบ"งคำ"บในำก�รคำ��มคำรองผู้ �บร�โภคำ

COMPETITION LEGISLATION กฎ

ก�รแข*งข"นำ

Implication (ผู้ลที่��ต�มม�)of certain

terms into consumer contracts

Prohibition(ข�อห��ม) of certain conduct in

relation to consumer transactions

CONSUMER PROTECTION ก�รคำ��มคำรองผู้ �บร�โภคำ


• When a consumer purchases goods or services, certain conditions and warranties will be implied into the transaction. (เม��อล�กคุ้�าซึ่�9อสิ่ นคุ้�าและ

บร การ เง��อนไขและการป้ระก�นท%�แน+นอน จำะต�องม%บอก เป้(นน�ย่ในการซึ่�9อขาย่)

• These statutory conditions and warranties provide consumers with a basic level of protection for goods and services they purchase (ระด"บพ'8นำฐ�นำของก�รคำ��มคำรองส��หร"บส�นำคำ��และบร�ก�รที่��ล กคำ��ซึ่'8อ).

• The legislation often provides a number of remedies which are available to consumers, depending on the circumstances

Statutorily implied terms in consumer contracts (i) กฎหม�ยที่��บอกถ,งข�อตกลงที่��เป3นำนำ"ยในำหนำ"งส'อส"ญญ�ของผู้ �บร�โภคำ

Trade practices or competition legislation regulates certain transactions in order to protect consumers from unscrupulous dealings. For instance:


contractual rights and obligations

statutorily implied rights and obligations

transaction

Rights & obligations implied by statute cannot be excluded by contractual agreement.

contractual remedies

statutory remedies

Generally speaking, statutory remedies are more flexible than contractual ones.

Statutorily implied terms in consumer contracts (ii) กฎหม�ยที่��บอกถ,งข�อตกลงที่��เป3นำนำ"ยในำหนำ"งส'อส"ญญ�ของผู้ �บร�โภคำ


Statutorily implied terms in relation to contracts for services

กฎหม�ยที่��บอกถ,งข�อตกลงที่��เป3นำนำ"ยในำคำวิ�มส"มพ"นำธี/ถ,งหนำ"งส'อส"ญญ�ส��หร"บก�รบร�ก�ร

The kinds of terms implied into contracts for services include:

• Services must be carried out with due care and skill (จะต�องให�คำวิ�มเอ�ใจใส*และม�ที่"กษะในำก�รให�บร�ก�ร).

• Any materials used in connection with the service will be fit for the purpose (เหม�ะสมต*อวิ"ตถ�ประสงคำ/) for which they are supplied.

• If a consumer is explicit (ช"ดเจนำ) in describing the purpose or result desired from the service, there is an implied warranty that the services will be fit for that purpose.


Statutorily implied terms in relation to contracts for goods

กฎหม�ยที่��บอกถ,งข�อตกลงที่��เป3นำนำ"ยในำคำวิ�มส"มพ"นำธี/ถ,งหนำ"งส'อส"ญญ�ส��หร"บส�นำคำ��The kinds of terms implied into contracts for goods include:

• That the goods will be of merchantable quality (คุ้�ณภาพท%�ขาย่ได้�) - goods must meet a basic level of quality and performance (ระด"บพ'��นำฐ�นำของคำ�ณภ�พของส�นำคำ��) given the price and description of the goods.

• That the goods will be fit for the purpose (เหม�ะสมต*อวิ"ตถ�ประสงคำ/) - goods must do the job for which they are intended.

• That the goods will match the description or sample provided prior to purchase (เหม'อนำก"บต"วิอย*�งที่��ม�ให�ก*อนำก�รซึ่'8อ) - whether through a catalogue, labelling, packaging, on a website or in person.


Prohibited conduct under Trade Practices legislation (i) ก�รด��เนำ�นำข�อห��มภ�ยใต�กฎหม�ยก�รปฎ�บ"ต�ที่�งก�รคำ��

In Australia, the relevant legislation also prohibits misleading and deceptive ( เจตนำ�ที่��ก*อให�เก�ดคำวิ�มเข��ใจผู้�ด หลอกลวิง) (conduct in relation to consumer transactions. This prohibition precludes business from :

• Making false or misleading representations about the price of goods or services. (การห้ลอกลวงผู้��บร โภคุ้เก%�ย่วก�บราคุ้าของสิ่ นคุ้�าและการบร การ)

• Engaging in misleading or deceptive conduct in advertising goods or services (ก�รโฆษณ�ส�นำคำ��และบร�ก�ร) - they must not send a message that creates, or could create a false impression in the minds of consumers.

• Using ‘fine print’ (ต"วิหนำ"งส'อขนำ�ดเล�ก) to insert disclaimers into advertising or contracts unless it is sufficiently prominent to form part of the customer’s overall impression of the advertisement.


Prohibited conduct under the Trade Practices legislation (ii) ก�รด��เนำ�นำข�อห��มภ�ยใต�กฎหม�ยก�รปฎ�บ"ต�ที่�งก�รคำ��

Australian trade practices legislation also prohibits unconscionable conduct in relation to consumer transactions. ( กฎหม�ยก�รคำ��ของออสเตรเล�ย ม�ก�รห��มในำก�รกระที่��ก�รหลอกลวิงในำก�รซึ่'8อข�ยต*อผู้ �บร�โภคำเช*นำก"นำ)

Unconscionable conduct is conduct which is unjust, unscrupulous, unreasonable or excessive, or generally against the dictates of conscience. In determining whether conduct is unconscionable in the context of a consumer transaction, regard will be had to inter alia:

• the relative bargaining positions of both parties;

• whether the contract was induced by any undue influence, pressure or unfair tactics;

• the amount for which the consumer could have acquired the goods from another supplier; and

• whether the consumer was able to understand the documents relevant to the transaction.


Administration of the statutory consumer protection provisions ก�รบร�ห�รกฎหม�ยในำส*วินำของก�รคำ��มคำรองผู้ �บร�โภคำ

• Generally, this responsibility will fall to either the competition regulator or the industry regulator.

• For example, in Australia, the provisions of the Trade Practices Act are administered largely by the Australian Competition and Consumer Commission (“ACCC”).

• The Commission is an independent statutory authority , and it is empowered to inter alia:

- Provide advice to consumers (ก�รให�คำ��ปร,กษ�แก*ผู้ �บร�โภคำ) about their rights under the legislation; and

- Assist in resolving disputes (ก�รช*วิยเหล'อในำก�รแก�ไขข�อข"ดแย�ง) by directing parties to appropriate complaint resolution options.

The administration of consumer protection provisions in respect of teleco services will vary from country to country.


6. Industry Bodies, Interest Groups and Consumer Protection (องคำ/กร

อ�ตส�หกรรม ผู้ลประโยชนำ/ของกล�*ม และก�รคำ��มคำรองผู้ �บร�โภคำ)


Industry bodies and other interest groups involved in consumer protection (องคำ/กรอ�ตส�หกรรมและผู้ลประโยชนำ/ของกล�*มเก��ยวิข�องก"บก�รคำ��มคำรองผู้ �บร�โภคำ)

CONSUMER PROTECTION

MATRIX

Industry bodies promoting the interests of providers

Industry bodies promoting the interests of consumers

Statutory authorities

Other interest groups promoting the interests of consumers

Other interest groups promoting the interests of providers

Independent industry forum


Industry bodies involved in consumer protection องคำ/กรอ�ตส�หกรรมเก�ยวิข�องในำก�รคำ��มคำรองผู้ �บร�โภคำ

In addition to the competition or industry regulator, there will generally be a number of industry bodies concerned with consumer protection.

For instance, in Australia, there are a number of organisations which have emerged to address inter alia consumer issues. These include:

• The Australian Communications Access Forum - an industry self-regulated body, approved by the ACCC. ACAF’s role includes recommending services which should be subject to the telecommunications access regime, and generating and updating access codes.

• The Telecommunications Industry Ombudsman - an independent non-governmental scheme that handles complaints about phone and internet access services. The TIO is independent of companies, consumer groups and governments, and is a free service to consumers.


• The Australian Telecommunications Users Group Ltd - a national association of telecommunications users in Australia. ATUG promotes choice in serves to ensure better prices and quality of services in the industry.

• The Consumers Telecommunications Network - a national coalition of consumer and community organisations concerned with access and equity in Australian telecommunications for residential consumers.

Interest groups involved in consumer protection ผู้ลประโยชนำ/ของกล�*มที่��เก��ยวิข�องในำก�รคำ��มคำรองผู้ �บร�โภคำ

There are also a number of interest groups who are involved in consumer protection, including:


The role of industry bodies and interest groups in consumer protection

บที่บ�ที่ขององคำ/กรอ�ตส�หกรรมและผู้ลประโยชนำ/ของกล�*มในำก�รคำ��มคำรองผู้ �บร�โภคำ

These bodies work together to develop industry codes of practice which deal with inter alia

• Various consumer matters, such as call charging and billing, complaint handling and credit management; and ( เร��องต+างๆ ท%�เก%�ย่วข�องผู้��บร โภคุ้ เช้+นการ

เร%ย่กเก.บคุ้+าบร การ การร�บม�อก�บการร�องเร%ย่น และการบร ห้ารห้น%9)• Operational matters such as customer transfer, mobile number portability.


7. Consumer Privacy คำวิ�มล"บของผู้ �บร�โภคำ


Protecting consumers’ privacy ก�รปกป-องคำวิ�มล"บของผู้ �บร�โภคำ

There are a number of mechanisms that can be used to protect consumers’ privacy.

• Sector-specific legislation; กฎห้มาย่ท%�เป้(นสิ่+วนเฉพาะ• General legislation; and กฎห้มาย่ท��วไป้• Ancillary legislation. กฎห้มาย่ท%�เป้(นสิ่+วนสิ่น�บสิ่น�น (supporting legislation)

Each serves a different purpose.


Why is the protection of consumers’ privacy important? ที่��ไมก�รปกป-องคำวิ�มล"บของผู้ �บร�โภคำถ,งม�คำวิ�มส��คำ"ญ

Providers of telecommunications services are in a position to collect information about their customers (รวิบรวิมข�อม ลของล กคำ��).

• Such information may include names, addresses and telephone numbers as well as information on monthly billing levels, calling patterns, percentage of calls unanswered etc. ( ข�อม�ลของล�กคุ้�าอาจำจำะรวมถ*ง ช้��อ ท%�อย่�+

ห้มาย่เลขโทรศ�พท1 และรวมถ*ง ระด้�บการใช้�จำ+าย่ในแต+ละเด้�อน ราย่การการโทร เป้(นต�น)

• This information can be very valuable in marketing new services. (ข�อม�ลเห้ล+าน%9สิ่ามารถเป้(นข�อม��ลท%�ม%ป้ระโย่ช้น1ในการบ�กเบ กตลาด้การบร การให้ม+)

e.g. Customers with very long calls may be heavy internet users to whom internet services could be successfully market.

e.g. Customers with high international calling would be good targets to tie up in long-term contracts if a competitive international service operator is about to be licensed.


Sector specific regulation - restrictions on the use of customer information (i) กฎหม�ยที่��เป3นำส*วินำเฉพ�ะ - ก�รคำวิบคำ�มในำก�รใช�ข�อม ลของล กคำ��

In some countries, including the US and Canada, regulatory restrictions are imposed on the use of customer information. (กฎก�รคำวิบคำ�มเป3นำก�รก��หนำดวิ*�บร�ษ"ที่คำวิรจะใช�ข�อม ลของล กคำ��อย*�งไร)

• Some of these rules are designed to protect the privacy of customers. (กฎเหล*�นำ�8ต"8งข,8นำเพ'�อคำ��มคำรองผู้ �บร�โภคำ)

e.g. Typically, consumers of telecommunications services do not want others to know what phone numbers the call.

• In the European Union, legislation imposes specific limits on the use that can be made of billing and other customer data.

e.g. There is a prohibition against using the information to market services to customers unless the customer has consented to that use of its data.


Sector specific regulation - restrictions on the use of customer information (ii) กฎหม�ยที่��เป3นำส*วินำเฉพ�ะ - ก�รคำวิบคำ�มในำก�รใช�ข�อม ลของล กคำ��

Other restrictions are aimed at preventing anti-competitive use of customer information ( กฎข�อบ"งคำ"บข�ออ'�นำๆ ใช�ในำก�รหย�ด ก�รต*อต��นำก�รก�รแข*งข"นำ โดยใช�ข�อม ลของล กคำ��) gathered by monopoly operators that have competitive operations or affiliates.

• Such rules may require a monopoly local operator, for example, to share any customer information (แบ*งป<นำข�อม ลของล กคำ��) that it provides to its competitive operations or affiliates with interconnecting operators or other direct competitors in the same line of business.

• e.g. If a local monopoly operator’s long distance division collects information to identify heavy internet users to help its Internet division sell services, it would be required to provide the same information to competitive ISPs.

• These restrictions are based on the assumption that the monopoly provider is in a position to collect the information solely as a result of its monopoly position.


General privacy legislation (i) กฎหม�ยก�รคำ��มคำรองก�รเก�บคำวิ�มล"บที่"�วิไป

In addition to the sector-specific privacy regulation, there may also be general privacy legislation in a jurisdiction.

• These measures operate in concert with sector-specific legislation.

• They provide consumers with greater protection (คำ��มคำรองที่��ด�กวิ*�) in terms of their privacy, and a greater number of remedies where their privacy has been breached. ( ม�วิ�ธี�ก�รแก�ไขที่��ด�กวิ*� และ/ หร'อ ที่�งเล'อกที่��ม�กกวิ*�ถ��ข�อม ลของล กคำ��ม�ก�รร"�วิไหล)


General privacy legislation (ii) - privacy principles กฎหม�ย ก�รคำ��มคำรองก�รเก�บคำวิ�มล"บที่"�วิไป - หล"กก�รก�รเก�บคำวิ�มล"บ

Privacy legislation will generally encompass a number of principles, as illustrated below.

Consumer Protection

collection

openness

use + disclosure data quality

data security

access + correction

identifiers

anonymity

sensitive information

transborder data flows


Ancillary privacy provisions กฎหม�ยที่��ส*วินำสนำ"บสนำ�นำก�รคำ��มคำรองคำวิ�มล"บ

In addition to general and sector-specific privacy provisions, there may be ancillary legislation enacted to bolster consumers’ privacy in relation to specific threats or problems, such as spam email.

• Anti-spam legislation (กฎหม�ยต*อต��นำอ�เมล/ที่��ผู้ �ร"บไม*ได�เร�ยกร�อง) has been enacted in a number jurisdictions in response to the growing volume of unsolicited commercial electronic messages, or spam.

• The legislation prohibits such emails, and targets the senders (กฎ ข�อห��ม เช*นำ อ�เมลและผู้ �ส*งอ�เมล) of unsolicited electronic messages.


Thank Youขอบคำ�ณคำร"บ

I would be pleased to answer any questions you might have ….

ITU Telecommunication Development Bureau:

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