Introduction

-very little progress since 1996 seen by the general public; quite unfortunate as issues are so close to them

-I am highlighting various areas and points below

-thorough planning involving the public's participation, is more important than quick solutions

Clarifying relevant data

-data relevant to the diagnosis of problems and suggestion of solutions have not been unveiled--complaints made by operators and consumers and penalty rulings issued to operators so far

Accuracy and measurement and verification methods

-Hong Kong needs relatively simple and inexpensive methods

-not clear on the important aspects of checking and verification--e.g. international standards to base on, measurement methods, verification methods and their cost-effectiveness

-Government seems not bearing any cost of doing actual measurements but only doing paper-work verification. Doubtful whether this is the most cost-effective way

Accuracy and confidence of the consumers and operators

-operators may not be confident that the suggested approaches are fair to all parties

-experiences of operators of telecommunications services in Hong Kong vary

-consumers' confidence in the accuracy of call measurement and billing methods is falling; we need to get it back

-educating consumers ways they can verify call durations

-should not rely only on statistical information reported by the operators

-self-verification methods will unlikley obtain confidence from consumers and operators

Public awareness and consultation

-why there has been no public consultancy and mass media coverage on metering and billing matters?

-support government's suggestion to organise seminars participated not only by the industry stakeholders, but also pro-user groups

-suggest participation by the general public, as a part of public consultation

-the public need to be informed--per-second counting Vs per minute counting; up-to-date tariffs; counting call durations and measuring methods; where to ask and complain; misbehaviours of operators and penalty rulings

The need for holistic and forward-looking metering and billing policies

-the Government needs to be seen to be more holistic in planning than operators

-Hong Kong can adopt better and more forward-looking approaches for other countries to follow

-possible impacts  need to be explored--of local tariff policy changes; of possible redefinition of 'a telephone call'; of regulations that govern inter-operator charges

-now is a good time to link metering and billing pledges with other  performance pledges of operators, and quality of service in general
 

Dr Charles Lam
Information & Management Systems
Web: http://www.kamching.com/clam