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Consumer Participation in Infrastructure Regulation

Evidence from the East Asia and Pacific Region

Consumer Participation in Infrastructure Regulation by Elisa Muzzini
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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.
World Bank Publications; October 2005
64 pages; ISBN 9780821363812
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Title: Consumer Participation in Infrastructure Regulation
Author: Elisa Muzzini
 
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ISBNs
0821363816
9780821363805
9780821363812