Consumer Reports
This report outlines the findings from a customer experience survey conducted to assess the quality of
telecommunications, radiocommunications, and broadcasting services in Vanuatu. The survey was
conducted with diverse demographic and geographic samples to capture the usage patterns and
customer satisfaction across these critical services. As global digitalization accelerates and the world
increasingly transitions to ICT-based communication services, the importance of monitoring customer
experiences has become crucial for the Telecommunications, Radiocommunications and Broadcasting
Regulator (TRBR). This is to ensure that service providers are consistently meeting consumers’ needs
and providing high-quality services.
This report aims to provide the TRBR’s evidence-based advice on the regulatory treatment of different aspects of Over-The-Top (OTT) application. The consultation and assessment leading to this report focused only on regulatory issues and economic concerns relating to OTT services as services providers also takes these concerns into account.
The key priorities areas that require considerable attention by the Regulator is to weigh the benefits and cost of actions through analysis and assessment that evaluates the potential impact of:
- The growth and demand trend of the service and product in the market.
- Consider the digital transformation in the market, how it enhances the current need of consumers.
- Growth of data service that is currently dominating the mobile market.
- Potential impacts on Service Providers revenue whether it is imposing additional cost of the Service Provider.
- Eventuality of impact that it may cause to the regulatory environment.
Building on from 2016 and 2017 brief reports on online surveys conducted, to gauge consumer experiences on usage of telecommunications/ICT Services and products, this year’s consumer Survey exercise was conducted to fulfil the TRBR’s 2018 and onwards deliverables expected. The exercise is important because it assist TRBR to monitor the effectiveness of current services offered by the Services providers and also to guide TRBR’s approach on regulating consumer protection, building on its Consumer Awareness Protection Plan and complaints Handling Processes established. The outcome of the survey will also assist the TRBR to tailor its awareness and education programs that will positively impact the consumer’s lives.
In addition to the objectives of the exercise listed below, it was undertaken for the TRBR to fully understand the behaviour and attitude of consumers and or customers who are currently using these services and devices.
The exercise was a nationwide exercise targeting consumers and respective service providers’ customers who have already had access to and are using internet services, including other ICT services such as fixed internet, mobile smart phones and tablets using a 2.5G to 3.5G and or 4G networks.
With the exercise conducted, TRBR is not only implementing its functions but also contributing to deliver on and enable respective sectors to deliver on specific goals for Vanuatu 2030 “the People’s Plan”, particularly on some specific Pillars of the National Sustainable Development Goals under the social and Economy Pillars.
Additionally the survey was conducted to understand a consumers’ perspectives of their telecommunications service experiences, to get their opinions on a range of telecommunication topics which will help the TRBR to understand their service consumption behaviour, views and experiences with their service providers and, most importantly, provide the TRBR with valuable information and data that can shape the way the TRBR can further assist consumers and also become a vital element and reference for policy and industry planning for the telecommunication sector in Vanuatu.
Telecommunications Radiocommunications and Broadcasting Regulator's (TRBR) Report on the Online Survey Conducted on Consumer Experiences on usage of Telecommunications/ICT Services & Products” is now released.