ComReg Newsletter Winter 2008

ComReg Annual Conference

Minister Eamon Ryan is interviewed by RTE at ComReg’s annual conference entitled How Ireland can best benefit from its Digital Dividend

ComReg held its annual conference in the Conrad hotel, Dublin in October and the theme for this year’s conference was How Ireland can best benefit from its Digital Dividend.

The conference focussed on the development of ComReg’s Strategy for the Digital Dividend - so that Ireland can best benefit from its Digital Dividend. Following the publication of the Broadcasting (Amendment) Act 2007, the migration of Ireland’s terrestrial television broadcasting services, from analogue to more spectrum efficient digital formats, has commenced.

When the migration process is complete and analogue services have been switched off (expected to occur in 2012), there is likely be a valuable spectrum surplus. This spectrum surplus is known as Digital Dividend Spectrum.

ComReg’s Strategy for Digital Dividend spectrum will require a greater understanding of the potential benefits that the uses of this spectrum can bring to our economy, our society and the communications industry in general. ComReg proposes to hold a public consultation in the final quarter of 2008 on its Digital Dividend Strategy.

The Conference was addressed by the Minister for Communications, Energy and Natural Resources, Mr Eamon Ryan TD, and Ms Viviane Reding, Commissioner for Information Society & Media at the European Commission. In addition to attracting many notable speakers from the industry, ComReg commissioned Europe Economics of London to prepare a report on “How Ireland can best benefit from its Digital Dividend”.

Broadband Exceeds One Million Subscriptions

In its June 2008 Quarterly Report, ComReg announced that broadband subscriptions in Ireland had exceeded one million. The most recent report for Q3 2008 shows that total broadband subscriptions have continued to increase and are now 1,125,080.

This meant that in the 12 months to September 2008, 331,384 new broadband subscriptions were added, an increase of 42%. The chart below shows the total number of broadband subscriptions split among the different technologies.

In September 2007 broadband accounted for 68% of total internet subscriptions in Ireland, while by September 2008 it accounted for 81% of the total.

ComReg and EIQA launch quality standard in telecommunications bill presentation

Martin Roper, Technical Director of the EIQA, Shay O'Malley, Director of Retail and Consumer Services at ComReg and Irene Collins, Managing Director of the EIQA pictured at the launch

The Commission for Communications Regulations (ComReg) and Excellence Ireland Quality Association (EIQA) recently launched a quality standard in telecommunications bill presentation.

The standard has been developed by EIQA, at the instigation of ComReg, to promote best practice and to encourage operators to ensure their bills are fully transparent and comprehensible to consumers. Operators will be able to review their own bill presentations in the light of the new standard and will be able to apply for accreditation.

Speaking at the launch of the standard, Ms Irene Collins, Managing Director of the EIQA, said “We are delighted to be working with ComReg on this great consumer initiative. Committing to the standard is voluntary and achieving the Quality Standard in Telecommunications bill presentation certification says that operators have listened and responded to their customers, and provide their bills in a clear and consistent manner. Independent assessment by the EIQA confirms that the company are operating best practice and will provide a level of confidence to the consumer”.

ComReg Commissioner, Alex Chisholm, commented “One of ComReg’s key roles is to inform and, thereby, empower consumers. Our analysis of customer queries and complaints about telecoms operators has shown that many consumers continue to find it difficult to interpret and understand their bills. We anticipate that this voluntary quality standard will encourage operators in the sector to improve further the quality and transparency of their bills, thereby enhancing the overall customer experience and assisting consumers in evaluating service providers and their product offerings. We encourage all operators to participate in the scheme”.

ComStat is one-stop-shop for information on the electronics communications market

ComReg’s ComStat website has been launched for almost a year now providing a one-stop-shop for up-to-date information on the electronics communications market in Ireland.

Comstat was developed in order to act as a central portal for presentation of statistical data and analytical research on the electronic communications market and to facilitate personalised downloads of statistics. The information and statistics stored on this site are derived from a variety of sources, but are mostly reliant on data obtained from authorised electronic communications operators, as well as surveys of consumers commissioned by ComReg, and data from organisations such as the Central Statistics Office and the European Commission.

ComStat is aimed at providing information to the widest audience possible and is being used by a variety of sources; from industry and international bodies to students and journalists.

There are two key areas to this website. Statistical data files extracted from quarterly reports and ICT surveys covering areas such as broadband, and fixed and mobile telecommunications market data. Users can extract and manipulate this data in a number of formats such as CSV and HTML files for convenience.

Links to other useful sources of data on electronic communications are also provided including the OECD’s broadband statistics portal, the European Competitive Telecommunications Association data, International Telecommunications Union data and CSO’s annual ICT surveys among others.

ComStat can be accessed at www.comstat.ie

Consumer Queries and Complaints Statistics

July to September 2008

During the three month period from July to September 2008, consumers contacted ComReg’s Consumer Management Team with 5,208 issues about their telephone, internet and postal service providers.

While these issues were both queries and complaints, the majority of contacts were billing enquiries.

Consumers Contacted ComReg in relation to the following main areas:-

ComReg hosts IRG and ERG Meeting

ComReg hosted the Independent Regulators Group (IRG) General Assembly/ The European Regulators Group (ERG) Plenary Meeting in Dublin in October. The two-day meeting was attended by over one hundred delegates from Europe.

The Independent Regulators Group (IRG) provides national regulatory authorities with the opportunity to meet solely with other regulatory authorities to discuss implementation issues. With common membership as ERG, the forum has proved useful as a debating ground on the application of the regulatory framework and as an information exchange. John Doherty, ComReg Chairperson, was appointed as a Board member in February 2008.

The European Regulators Group (ERG), established by an EU Decision in 2002, is the collective body of European National Regulatory Authorities (NRAs). Thirty four European countries participate in the work of the ERG. In addition to the twenty-seven members from EU Member States, there are four EFTA States (Switzerland, Norway, Iceland and Liechtenstein) and three EU Accession/Candidate States (Turkey, Croatia and FYR Macedonia).

The ERG provides a formal structure for European regulators and the European Commission to interact, discuss and develop the common application of the regulatory framework for electronic communications networks and services. As an advisory body to the European Commission, it provides the mechanism for reflection and debate and, with the adoption of its recommendations, acts as the driver for common approaches to regulatory intervention. ComReg is an active participant in ERG’s work programme.

ComReg

ComReg is the statutory body responsible for the regulation of the electronic communications and postal sectors. Consumer Care is a key division within the organisation where consumers are offered advice and support when dealing with telecommunication and postal issues.

As part of an ongoing iniative to inform consumers, ComReg is visited a number of libraries in September 2008 and the initial launch was held at Watch House Cross Library in Limerick.

Representatives from ComReg’s Consumer Care Team assisted consumers with their queries. Whether it was assistance in resolving a dispute with a service provider or simply seeking information, ComReg offered impartial and independent advice and promoted awareness of consumer issues.

ComReg Commissioner, Alex Chisholm, said: “ComReg is delighted to undertake this tour of libraries as part of its continuing efforts to assist consumers with their telecommunications issues. ComReg’s consumer surveys have consistently shown that the majority of consumers are looking for information which will enable them to make informed choices and this library tour aims to provide that”.

ComReg and NDA host workshop on inclusive/universal design in telecommunications products and services

ComReg Commissioner Alex Chisholm and Dr. Angela Kerins, Chairperson of the NDA, attending the workshop held in Croke Park

ComReg and the National Disability Authority (NDA) hosted a workshop on “Inclusive/Universal design for all telecommunications users” at the Conference Centre in Croke Park in November.

Universal design means designing products and services that can be used by people of any ability, age or size, without the need for special adaptations.

Delegates had the opportunity to experience for themselves the disabling factors that can occur as a result of inefficient product design through a number of exercises and simulations that were employed at the workshop.

The workshop was part of an initiative by ComReg and the NDA to ensure that telecoms operators are fully aware of the communications needs of all consumers. The purpose of the workshop was to explore and map the potential for universal design in product and service development, communications and customer service.

Speaking at the workshop, Dr. Angela Kerins, Chairperson of the NDA, said “Universal design is about getting the design right at the start by being aware of different needs and abilities. It not only benefits the public in general but also those who produce goods and services. It is important to be able to understand and take account of human difference so that everyone can interact with their environment to the best of their ability.”

ComReg Commissioner Alex Chisholm said “One of ComReg’s key responsibilities is to ensure that all communications users – including users with disability – derive maximum benefit in terms of choice, price and quality. As communications technology develops and improves, ComReg believes it is incumbent on operators to ensure that their products and services can be accessed by all users. Universal design is good design”.

The workshop was addressed by a number of leading experts and practitioners in the field, including Professor John Clarkson, Professor of Engineering Design at Cambridge University; Gerry Ellis of People with Disabilities Ireland; Mary Doherty of Red Dog Design and Fiachra O’Marcaigh of AMAS.

Phone number changes in 023, 043, 052 and 064 areas

In 2007, ComReg outlined a plan for phased changes in telephone numbers that will take final effect in May/June 2009.

These changes will affect the following areas:

Area Code	County Affected	Areas
023	Cork	Bandon
043	Longford	Longford and Granard
052	Tipperary	Clonmel, Cahir and Killenaule
064	Kerry	Killarney and Rathmore

All local numbers in the affected areas will have 2 digits added to the start of the existing 5 digit number. The Area Code will not change.

ComReg is responsible for the management and administration of the National Numbering Scheme. When the level of “free” numbers reaches a certain level, changes to the numbering scheme are necessary to ensure that sufficient new numbers are made available to support services for all end-users.

In November 2008, it was possible for customers to use both the old and new numbers. The old and new numbers will operate in parallel for a period of approximately 6 months until the actual number change dates in May and June of 2009. After the number change date, only the new 7 digit numbers can be used to complete a call. Customers who dial the old 5 digit number will hear a recorded announcement informing them that the number has changed and asking the customer to dial again using the new number.

ComReg urged consumers to ensure that they update relevant contact information and inform friends and associates of the change to avoid any inconvenience. ComReg worked closely with telecommunication service providers to ensure that their customers are informed of these changes in a timely manner.

ComReg publishes 2008 Business and Residential Postal Surveys

Millward Brown IMS was commissioned by the Commission for Communications Regulation (ComReg) to undertake the 2008 Business and Residential postal market surveys. The key findings from these surveys were published in December.

The key findings from the Business Survey, based on telephone interviews conducted with a sample of 1,000 businesses, show:

Business mail volumes are largely unchanged.
Faster, more reliable and cheaper postal services are seen as the main improvements considered that would impact positively on businesses.
Use of alternative service providers by businesses is on the increase with nearly one in seven (15%) now using the services of both An Post and other service providers, up from 9% in 2007.
Speed of delivery, next day delivery guarantee and cost of service are the main reasons cited by businesses for using service providers other than An Post.
While satisfaction with the overall mail service has increased, only 1 in 5 of those customers who made a formal complaint were satisfied with its handling.
Over two thirds of those surveyed would expect to make use of a second class postal service if it were available.
There is little awareness among business customers of the impending liberalisation of postal markets due by the end of 2010.

The key findings from the Residential Survey, based on a structured questionnaire to a nationally representative sample of 1,024 adults aged 18-74, show:

A small increase in mail items delivered (9.4 items per week to each home address).
Households posted just over 8 standard letters per month.
60% of respondents believe that price, reliability and service quality are the key factors that would increase usage of the postal services.
There is a notable increase (up from 47% to 60%) in awareness of alternative Postal Service Providers.
At least half of those surveyed would make extensive use of a second class postal service if it were available.
There is little awareness among residential respondents of the impending liberalisation of the postal market.

The full survey presentations (ComReg Documents 08/97 and 08/97a) can be found in the Publications Section of www.comreg.ie

ComReg outlines its strategy to manage Ireland

In July, ComReg published its Spectrum Strategy Statement covering the period 2008 – 2010. This document sets out ComReg’s strategy for managing the use of the radio spectrum in Ireland over the next two years in order to ensure that Ireland can leverage the maximum benefits economically, strategically and socially from use of this national resource.

Radio spectrum plays a key role in underpinning Ireland’s national competitiveness, contributing an estimated €3 billion per annum to GDP and supporting over 30,000 jobs. Radio spectrum is a vital component in supporting Irish business through advanced communications systems including mobile and broadband where its contribution to the economy continues to grow at a rapid rate.

ComReg Chairperson John Doherty commented “During this period we will see many changes in the deployment and use of radio spectrum as demand for this finite resource intensifies. Initiatives such as those planned in the mobile communications space, Digital Terrestrial Television and the ensuing Digital Dividend, not to mention developments in WiMax technology all contribute to making this a particularly busy but exciting time for spectrum management. ComReg remains fully committed to encouraging competition and supporting innovation in the interest of consumers.”

The publication ComReg 08/50 is available in the Publications Section of www.comreg.ie