Academia de Studii Economice Bucuresti

Amfiteatru Economic
AN ECONOMIC AND BUSINESS RESEARCH PERIODICAL
Facultatea de Business si Turism

Mobile Phone and Internet Consumers Rights Compliance in Romania

Author:Viorela Iacovoiu, Adrian Stancu and Crina Raluca Bucur

JEL:D18, L86, L96

DOI:

Keywords:mobile telephony, mobile Internet, consumers rights, contractual regulations, complaints, administrative quality indicators of data services

Abstract:
This study highlights the extent to which rights of mobile phone and internet consumers are respected by the most important operators in Romania, namely Orange, Vodafone and Cosmote, in the context of accelerated technological changes on a highly competitive market. The research is focused on the analysis of regulations and contractual grievance procedures, number, distribution and motivation of consumer complaints, administrative quality indicators of data services and main consumer complaints. Among the documents under analysis we can mention contractual agreements, applicable procedures, as well as relevant empirical data provided by NAPC, NAMRC, economic operators and a site for online complaints, namely ReclamatieOnline.ro. The analyses emphasize that consumer complaints are mainly due to problems arising from contracts with service providers, billing services and defects of electronic terminals under warranty. The main cause for all this is the insufficient information users are provided with and, therefore, consumers’ decreased ability in the decision making process involved in the purchase of mobile technology and internet services. To better inform consumers, at the end of the study we propose a series of measures that could be adopted by mobile and internet service providers and regulatory, supervision and control institutions, as well as future directions of research in the field.
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