This report examines the challenges and opportunities presented by retail and consumer protection (RCP) regulation in the telecom industry. The authors note that RCP regulation is vast and sourced by multiple institutional bodies, and that telecom operators invest significant resources in complying with these regulations. However, the complexity of the subject and the constant flow of new rules often lead to unwise actions, which can be punished by regulatory institutions. The report suggests that telecom operators can leverage customer protection practices to improve their competitive positioning and image, and that designing an effective RCP regulatory plan is a management challenge.
