3.2 Verify compliance with obligations in respect of the pricing of the universal service
3.3 Oversee accomplishment of QoS targets of the universal service provider(s)
3.4 Analyze and evaluate the suitability of QoS levels as provided to consumers
3.5 Analyze the suitability of QoS parameters as included in contracts
3.6. Adopt appropriate measures as regards communications security
3.7. Establish conditions of affordability and availability of the universal postal service
3.1. Ensure the availability of relevant information that will enable consumers to make informed choices.
Quality information contributes decisively to ensuring that end-users of electronic communications services have a clearer view of the multitude of offers on the market and are able to make choices which are properly aligned with the fulfilment of their needs, while at the same time being better protected against less appropriate sales.
In this sense, ICP-ANACOM will continue to work in 2013 to improve the quality of information provided to consumers, with the following actions:
- reworking of the www.anacom.pt website, introducing changes in terms of information architecture, features and functions available in order to improve user experience and enable improved compliance with good practice (in terms of accessibility and usability, in particular);
- include new functionality in the COM.escolha tariff comparison tool, which in addition to information on tariffs also lets users compare other aspects of the conditions offered by providers;
- revise the framework used by service providers for the handling of customer requests, whether requests/complaints presented directly to ICP-ANACOM or presented to service providers. ICP-ANACOM's goal is to provide for the protection of end-users and enhance their knowledge of the sector in relation to the framework and procedures governing the handling of complaints by providers of communications services and also to ensure timely access to relevant, reliable and comparable information on complaints.
3.2. Verify compliance with obligations in respect of the pricing of the universal service
It is incumbent upon ICP-ANACOM, in the Postal area, to verify compliance of the proposals made by CTT in terms of rules governing pricing of the universal postal service.
It also incumbent upon ICP-ANACOM to perform annual reviews of the compliance of the price cap established for the prices of the universal service of electronic communications, taking into account any proposals to revise pricing submitted by the respective provider, both for the residential market and for public pay-telephones.
3.3. Oversee accomplishment of QoS targets of the universal service provider(s)
In the context of the universal service, periodic analysis is conducted of QoS levels presented by universal service providers in order to identify any instances of non-compliance and reporting for the purpose of sanction procedures.
In the case of the universal postal service, annual audits are conducted by independent entities, of the figures reported by CTT, to verify that figures are correct and that applicable rules are being followed. The decisions of ICP-ANACOM on this issue comprise various determinations and recommendations to improve the measurement processes.
3.4. Analyze and evaluate the suitability of the levels of quality of services provided to consumers
ICP-ANACOM has no power to set QoS targets for providers, with the exception of the universal service. To assess levels of quality practiced, studies are conducted on QoS, examining correspondence between the offers advertised by operators and characteristics of actual services provided, and the respective results disclosed. These studies contain information likely to help consumers make their choices. The studies to be undertaken over the next three years will focus on mobile voice and data services, as well as offers of broadband services, and other issues.
3.5. Analyze the suitability of quality of service parameters included in contracts
With a view to providing consumers of electronic communications services with more effective protection, it is essential to ensure that the contracts between consumers and the service providers make no omission in terms of a given set of QoS parameters.
As such, in 2013, ICP-ANACOM will continue to monitor QoS parameters which, on their own initiative, service providers include in contracts filed with this Authority. Subsequently, ICP-ANACOM decides on whether it is warranted to establish QoS parameters on a mandatory basis in contracts.
3.6. Adopt appropriate measures as regards communications security
In order to enhance the reliability and security of electronic communications networks and services, responding to the stipulations of legislation, in 2013, ICP-ANACOM will be implementing a centre for reporting notifications of security breaches and integrity losses, and also plans to conduct security audits.
ICP-ANACOM also seeks to improve information and knowledge as regards the security of services and public electronic communications networks, an area of recent work at European level which is ultimately focused on the end-user.
3.7. Establish conditions of affordability and availability of the universal postal service.
Within a framework of full liberalization of the postal sector and the privatization of the universal postal service provider, it is important to ensure minimum levels of accessibility and availability of the universal postal service. According to the terms established in the revision of CTT's concession contract, in 2013, ICP-ANACOM is due to proceed with the definition of postal network density objectives and minimum offers of service and with the establishment, if deemed necessary, of exceptional conditions related to the obligation of daily collection and distribution and/or distribution of mail to the recipient's home.
3.8. Monitor and decide on guarantees of network neutrality and conditions governing use of numbering
In terms of net neutrality (NN), the BEREC guide on Internet access QoS will be implemented, which will entail an assessment of the situation in Portugal and of any need and opportunity for regulatory intervention. This is matter that is the subject of observation and discussion at EU level and will require coordination with all stakeholders in order to ensure a fair balance between the rights of end-users and the legitimate concerns of operators in terms of traffic management and control of network saturation or other emergency situations as may arise.
Regarding the use numbering in the context of the PNN - Plano Nacional de Numeração (National Numbering Plan), two actions are planned on conditions for extended access to services through non-geographic numbers at EU level, in order to enable user access to a wider range of services, while providing safeguards against situations that may be harmful, namely:
- possibility of barring use in fraudulent situations or abusive use;
- evaluation of the opportunity to establish conditions for the use of Calling line identification (CLI).
Strategic Priority 4: Promote institutional and technical cooperation
ICP-ANACOM is widely engaged in cooperation activities involving various public and private bodies, at both national and international level, in areas of electronic communications and postal services, working in four main areas of representation and cooperation.
The first area of cooperation focuses on European institutions and the regulatory authorities of other Member States, particularly in the context of BEREC, with a view to contributing to the development of the internal market. For this purpose, ICP-ANACOM is committed to active participation in the EU regulatory process, helping to define the best solutions for European and national markets while taking into account the specifics of each national situation.
The second area is focused on national representation in international organizations, such as the International Telecommunication Union (ITU), the Universal Postal Union (UPU), UPAEP - União Postal das Américas, Espanha e Portugal (Postal Union of the Americas, Spain and Portugal), European Telecommunications Standards Institute (ETSI), European Telecommunications Satellite Organization (EUTELSAT), International Mobile Satellite Organization (IMSO), International Telecommunications Satellite Organization (ITSO), European Conference of Postal and Telecommunications Administrations (CEPT) and the Committee for Information, Computer and Communications Policy (ICCP) of the Organization for Economic Cooperation and Development (OECD).
The third area is focused on the development of cooperation with regulators of Portuguese-speaking African countries (PALOP), Brazil and East Timor, particularly on the exchange of experience and on staff training, with a range of other initiatives in this area.
The fourth area is centred on the institutional cooperation effort of ICP-ANACOM with other national entities in various areas that contribute to the promotion of the sector and of scientific and empirical knowledge in areas covered by this Authority's remit.
ICP-ANACOM is also engaged in important participation in and supports missions to other countries that are institutional and/or technical in nature. Among other goals, the established partnerships seek to promote scientific research applied to communications and technical standardization, to disseminate the sector nationally and internationally and to share different policies and practices, particularly in terms of network security and civil emergency planning.
ICP-ANACOM is also charged with ensuring coordination with national and international agencies with radio spectrum management responsibilities, seeking more efficient use of this scarce resource.
Finally, ICP-ANACOM remains constantly engaged, at an operational level, with its international counterparts, with a view to resolving interference in specific spectrum bands that may impact a wide geographical area in terms of important services for protection of human lives and material property, such as the aeronautical mobile service, thereby ensuring safe use of a shared resource, which is subject to various uses.
