The Information Society in Spain - Plan Avanza

Development of Information Society in Spain:
Protection of user rights (I)
Telecommunications User Care Office (www.usuariosteleco.es):
Provides information to users on their rights and resolves claims.
Publishes every six months comparative tables on service quality and prices.
600.000 consultations and requests attended.
New Regulatory Framework for the protection of users' rights
Exhaustively establishes the minimum contract content:
• Characteristics of the service offered with description of features.
• Prices, economic conditions and cancellation conditions.
Quality commitment and compensation for failure to comply (obligatory for service
interruptions)
Right to cancel on 15 days' notice.
Obligation to communicate with users by telephone or e-mail. Assignment of a reference
number to each claim.
Regulation of services with additional charges (incl. 905 numbers and Premium SMS).
Regulation of users' registrations and cancellations without their consent (Slamming).
Service Quality Obligations:
Pioneering framework within EU, setting service quality obligations for fixed
and mobile telephony, Internet access and information services operators
Obligation to measure and publish information –quarterly updated- on preestablished
parameters recommended by EU
33