Drastic changes in the telecommunication/ICT sector as a result of digitalization and technological improvements have resulted in the necessity to review traditional consumer rights regulations based on basic ICT services and suppliers. The digital transformation that is under way in economies and societies has provided consumers with a wealth of commercial opportunities, while also bringing a number of new and emerging risks. This report covers the evolving regulatory and institutional framework for consumer protection in telecommunications/information and communication technologies (ICTs), including global updates and the implications of reforms at the international, regional and country levels; consumer evolution in the wake of new digital world challenges; the formulation of a new framework for ICT consumer protection in the digital ecosystem; fostering consumer empowerment and engagement; and conclusions and guidelines.

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