Consumer Participation in Infrastructure Regulation : Evidence from the East Asia and Pacific Region

Consumer Participation in Infrastructure Regulation draws on results of a survey questionnaire conducted among 45 infrastructure regulators in the East Asia and Pacific (EAP) region. It finds that EAP regulators have successfully begun to involve consumers in the regulatory process: consumer representation is a well-established practice in the region; and regulators draw on standard mechanisms to inform consumers, resolve consumer complaints, and solicit consumer input. However, regulators must take further actions to firmly move up the "ladder of consumer engagement," from merely providing information to actively consulting with consumers. In particular, consumer participation would benefit from more open disclosure policies, more effective strategies to reach out to the poor, and, tighter regulatory intervention to hold service providers accountable for resolving consumer complaints.

Bibliographic Details

Main Author:	Muzzini, Elisa
Language:	English en_US
Published:	Washington, DC : World Bank 2005
Subjects:	ACCOUNTABILITY, BOARD MEMBERS, CAPACITY BUILDING, CITIZEN ENGAGEMENT, CITIZEN INVOLVEMENT, CITIZEN PARTICIPATION, CIVIL SERVICE, CIVIL SOCIETY, CIVIL SOCIETY ENGAGEMENT, CIVIL SOCIETY ORGANIZATIONS, COMMUNITY LEADERS, COMMUNITY SERVICE, COMPETITION COMMISSION, COMPLAINT, COMPLAINT RESOLUTION MECHANISM, COMPLAINT RESOLUTION MECHANISMS, CONSENSUS, CONSULTATION, CONSULTATION PROCESS, CONSULTATION PROCESSES, CONSULTATIONS, CONSUMER, CONSUMER ADVOCACY, CONSUMER ADVOCATES, CONSUMER AFFAIRS, CONSUMER ASSOCIATION, CONSUMER ASSOCIATIONS, CONSUMER AWARENESS, CONSUMER COMPLAINTS, CONSUMER GROUPS, CONSUMER INTERESTS, CONSUMER ORGANIZATIONS, CONSUMER PARTICIPATION, CONSUMER PROTECTION, CONSUMER RIGHTS, CONSUMER SATISFACTION, DECISION-MAKING PROCESS, DECISIONMAKING, EFFECTIVE REGULATION, ELECTRICITY CONSUMERS, ENVIRONMENTAL EXTERNALITIES, FIGURES, GAS, GOVERNMENT DEPARTMENT, GOVERNMENT OFFICIALS, GOVERNMENT POLICY, GOVERNMENT REGULATOR, GOVERNMENT REGULATORS, GRANTED, HOLDING COMPANY, INDEPENDENT AGENCIES, INDEPENDENT REGULATOR, INDEPENDENT REGULATORS, INDEPENDENT REGULATORY, INDEPENDENT REGULATORY AGENCIES, INDEPENDENT REGULATORY AGENCY, INFRASTRUCTURE INDUSTRIES, INFRASTRUCTURE REGULATION, INFRASTRUCTURE SECTORS, INFRASTRUCTURE SERVICES, INTEREST GROUPS, INTERMEDIARIES, JOURNALISTS, LEGAL STATUS, LICENSEES, LINE MINISTRIES, LOCAL GOVERNMENT, LOW-INCOME CUSTOMERS, MINISTERS, PREPARATION, PRIVATE SECTOR, PRIVATE SECTOR PARTICIPATION, PUBLIC AWARENESS, PUBLIC HEARINGS, PUBLIC INTEREST, PUBLIC INTEREST GROUPS, PUBLIC MEETINGS, PUBLIC SUPPORT, PUBLIC UTILITY, PUBLIC WATER, RECONSTRUCTION, REGULATORS, REGULATORY ACTIONS, REGULATORY AGENCY, REGULATORY BOARD, REGULATORY BOARDS, REGULATORY BODIES, REGULATORY CAPACITY, REGULATORY CAPTURE, REGULATORY COMMISSION, REGULATORY CONTRACT, REGULATORY DECISION, REGULATORY DECISION-MAKING, REGULATORY DECISIONS, REGULATORY FRAMEWORK, REGULATORY FRAMEWORKS, REGULATORY FUNCTIONS, REGULATORY INDEPENDENCE, REGULATORY MODEL, REGULATORY OUTCOMES, REGULATORY PRACTICES, REGULATORY PROCEDURES, REGULATORY PROCESS, REGULATORY REFORMS, REGULATORY REGIME, REGULATORY REGIMES, REGULATORY SYSTEM, SANITATION, SELF-REGULATION, SERVICE PROVIDER, SERVICE PROVIDERS, SERVICE QUALITY, STAKEHOLDER, TRANSPARENCY, USERS, UTILITY BILLS, UTILITY REGULATORS, UTILITY SERVICES, WATER PROVISION, WATER SECTOR, WATER STAKEHOLDERS, WATER SUPPLY, WATER UTILITIES,
Online Access:	http://documents.worldbank.org/curated/en/2005/11/6438984/consumer-participation-infrastructure-regulation-evidence-east-asia-pacific-region https://hdl.handle.net/10986/7383
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