mobile roaming

Transcription

mobile roaming
INTERNATIONAL TELECOMMUNICATION UNION
TELECOMMUNICATION
STANDARDIZATION SECTOR
Original: English
STUDY PERIOD 2013-2016
Question(s):
February 2016
7/3
STUDY GROUP 3 – UPDATED CONTRIBUTION
Source:
INTUG - International Telecommunications Users Group
Title:
Recommended international approach to roaming charges and suggested edits to
draft recommendation reference TD251 as amended 16-17 September 2015
Introduction
This is an update on the contribution made by INTUG in May 2014 and comments specifically on
the revised draft recommendation in addition to making more general comments on the topic.
Suggested edits are included in Annex 1.
As one of ITU’s long established permanent observer groups, INTUG is pleased to provide this
updated contribution to Study Group 3. INTUG was one of the first to highlight the economic
damage caused by roaming charges in the late 1990s, and has campaigned ceaselessly since then.
This topic is high on the agenda of industry stakeholders throughout the world, not least business
customers of mobile communications, reflecting the global nature of the matter, and the significant
negative impact it has on investment and innovation in international trade processes and on the
ability to introduce improved efficiency and productivity in the digital economy. INTUG therefore
strongly supports the points made in C180 concerning the trade opportunities that are suppressed
by roaming charges. The point that a 10km call can cost more than a 10000km call is well made.
The damaging impact of international roaming charges has become more severe with the growth in
opportunities in machine-to-machine communications (M2M) and the Internet of Things (IoT).
INTUG supports the views expressed in C132, C139 and C178 that the needs of M2M merit a
separate work item and also those of C130 and C132 supporting an IoT work item. M2M is just
one aspect of IoT and could perhaps be a subsection of one report. the two are not equivalents
INTUG agrees that the global economy is increasingly dependent on universal access to cost
effective mobile technology. INTUG also agrees that the decoupling of charges at wholesale and
retail level from underlying costs damages investment in new on-line processes, and produces an
incoherent and inconsistent ecosystem, within which users must operate.
INTUG believes that regulatory organisations at national and regional and global level, including
the ITU, need to intervene to eliminate the continuing damage from excessive roaming charges.
INTUG acknowledges that the five principles set out in C150 are an excellent example of how to
share best practice and this approach aligns well with OECD’s approach to Roaming charges.
Contact:
Nick White
Tel: +44 20 8647 4858
INTUG
Email [email protected]
Attention: This is not a publication made available to the public, but an internal ITU-T Document intended only for use by the
Member States of ITU, by ITU-T Sector Members and Associates, and their respective staff and collaborators in their ITU related
work. It shall not be made available to, and used by, any other persons or entities without the prior written consent of ITU-T.
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INTUG recommends that in regions where there is a political or economic context for working
together as a group of countries, for example the European Union, the Gulf Co-operation Council,
the Asia Pacific Economic Community or others, that steps be taken to eliminate roaming charges
entirely within the scope of such regions, for the economic benefit of the countries involved. The
comments in C157 about how to achieve lower roaming costs in a region like SADC with Roam like
at Home are well made and INTUG supports this tactical approach as first step to elimination.
What does “Roaming” mean?
“Roaming” is a word used traditionally to describe the connection of a device to a mobile network
other than the one to which the device is primarily contracted. This may be another network in the
same country as the contracted operator, or it may be a network in a different country.
Use of mobile devices anywhere has been severely inhibited by the impact of international roaming
charges, especially for mobile data applications, with users routinely turning off the facility when
travelling, often resulting in general use also being severely curtailed or stopped altogether.
This damages business efficiency and actually reduces mobile operators' revenue.
What does “Mobile” mean?
The word “mobile” is imprecise and no longer refers to just phones, since most devices are mobile,
for example, laptops, tablets and many application specific control devices. What is actually meant
is wireless communication. “Mobile networks” are thus just one, albeit significant, element of the
ecosystem, usually involving use of licensed spectrum, as opposed to the unlicensed spectrum used
by many devices such as WiFi, and Bluetooth.
Licensed spectrum costs money, in some case a considerable amount of money, due to supply and
demand pressure for a scarce natural resource, and political strategies by governments to tax the
telecommunications industry and its customers through auctions. This mechanism is also used to
motivate release of underutilised spectrum.
“Mobility” is now an indispensible part of modern ICT systems for all public and private sector
organisations, and it is an essential capability for companies of all sizes, who depend on it for dayto-day operation and international growth in new markets. Small and Medium Size enterprises, and
less developed countries need open international mobile access to enable them to expand the scope
of their trading processes.
Things as well as People
Many devices are used passively, without human intervention, as part of the connected ecosystem in
which we live. The Sat Nav, the bus or train indicator board, the prisoner tag, the heart monitor, the
air traffic control system, the black box, pets, traffic lights, containers on road, rail, air and sea,
maps, drones, on-line gaming, location based services, supply chain transport and distribution all
rely on automatic connection and communication.
The future vision for all communications is connection at all times, and in all places, to everything.
In this future vision, there is no place for an anachronistic charged service described as ‘roaming”.
This separates the circumstances where a device is connected to a licensed spectrum network, other
than its primary contract, from its other modes of operation. On the other hand, the availability of
inflight WiFi and mobile communications renders international borders meaningless to the user.
The days of roaming as a monetisable service will be over at some point - it is just a matter of when.
As the real cost of roaming continues to fall, this must be passed on to customers as C179 implies.
Within the EU, the charges will finally be eliminated next year, but that is not the end of the story.
It is not just about money. All devices need to be able to connect to any network. This will require
a “soft SIM” approach, rather than hardwired connectivity, and no network exclusivity, which is
already illegal in some countries. This is obviously a prerequisite for machine-to-machine (M2M)
applications and for the rapidly growing Internet of Things (IoT) as highlighted in C130/132/139.
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Then implications for mobile network operators are acknowledged as challenging. Some business
models became overly dependent on high margin roaming revenue and it takes time to adjust
business models to accommodate significantly lower charges. This requires a shift towards a more
service-based business model deriving revenue and generating value from applications and services
rather than from simple transmission, which happens to be across a national border.
Data Volume Explosion
Data volumes are growing exponentially, especially with increased uploading of video and high
definition downstreaming. Symmetric usage is becoming prevalent in fixed and mobile markets.
Multifunctional devices, acting as cameras, books, TVs, entertainment devices, drones, gaming and
shopping tools, DVD players, payment devices, and Sat Navs abound. Latency targets are reducing,
blips and jitters are becoming intolerable for business users, especially for example in finance and
process control, telemedicine and driverless cars. Connectivity is expected everywhere, without
variance in the cost of connectivity, whichever technology is used.
Whilst the ICT industry itself, including devices and applications, continues to demonstrate robust
growth, the real engine of the global economy is business use of communications, which is an order
of magnitude greater at 35% of GDP. The drag effect of roaming charges, especially on the crucial
SME sector, is suppressing investment, innovation, growth and productivity improvements.
The comments in C119 regarding the need for better broadband access are well made, recognising
the close linkage between increasing traffic volumes in mobile data with the need for high capacity,
low latency, broadband backhaul links available competitively at affordable rates. INTUUG
supports the observations in several contributions that it is affordability which is the aim, not just
creating competitive markets, since these have still been prone to drifting into virtual cartels.
Other International Initiatives
The EU has implemented several useful Roaming Regulations. A further reduction in price caps
becomes effective on 1 May 2016, in advance of complete elimination of roaming charges in 2017.
This is, however, subject to “fair usage” limits to prevent arbitrage from low cost countries, since
mobile charges vary significantly across the EU. It requires some changes to existing wholesale
price caps, and there is also a loophole for mobile operators who can successfully demonstrate that
elimination would put survival of their business at risk, unlikely though this is. The presence of
bundling requires careful monitoring where roaming offers have been decoupled from domestic use.
OECD produced a Recommendation on Roaming Charges. Regulatel in Central and Latin America
is seeking to introduce similar mechanisms to those used within the EU. The Gulf Co-operation
Council (GCC) is progressing initiatives to reduce and/or eliminate roaming charges. APECTel has
considered the problem of excessive roaming charges, and there are already free roaming options in
Australasia and elsewhere. In Africa, there are some multi-country roaming deals available.
Industry Examples: FMCG, Transport, Health, Education
Many FMCG manufacturers operate in multiple countries. Sales forces are managed at multicountry level. Purchasing of ingredients and packaging for its products is global. Transportation is
outsourced. Customers include multinational retail chains, smaller shops, franchises and, in some
countries, individual mobile sole traders, who sell to mom and pop stores and individual outlets.
They buy increasingly from the manufacturer through a cloud based global ordering system. Stock
control is a major challenge, as is commodity price forecasting and forward buying. International
currency rates and weather patterns have a major impact on input costs and sales volumes. ICT
includes thousands of mobile devices, which need to connect to the best available communications,
wherever they are, whilst regularly traversing national borders. Some players in the supply chains
are companies acquired, or disposed of, by other companies. All companies in this ecosystem have
many contracts with mobile operators, which may or may not include ownership of the device.
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The transport industry is rapidly becoming a network of connected vehicles, whether it is private
cars, commercial or public transport. These must be permanently connected to systems operated by
manufacturers, petrol companies, garages, spare part suppliers, breakdown cover firms, insurance
assessors, tax and security systems, registration number recognition systems and road toll systems.
All this happens in real time wherever they all are, to monitor performance, to measure wear and
tear on components, to trigger warning systems, to operate faulty component recall systems, and to
run police systems for stolen vehicles and traffic congestion control. This connected environment
benefits everyone and makes the traffic systems more efficient and safer, and the motor industry
more profitable and able to grow. It also improves public transport and related social welfare in all
this. In addition, the economic benefits come from eliminating waste, and pollution may be reduced.
One corporate uses a mobile application for service engineers on the road in the US, to improve
maintenance parts stocking efficiency, but in Europe they still have to use paper due to roaming
charges. A paint industry corporate banned iPhones from its business units, due to prohibitive
roaming costs. Roaming costs destroyed the M2M business case for a pharmaceutical company.
The health sector of the future will depend on a global network of connected human beings and
health service providers - public and private. People will be permanently connected to systems
operated by doctors, hospitals and chemists, and to administrators of these processes, whether in
public ownership, or as private companies. With appropriate security protection, there are huge
benefits in efficiency, in early detection and prevention of illness, and in gathering data for research.
It must be possible to connect the mobile service arrangements of all players from individuals to
drug companies, doctors and paramedics, and the care industry, without constraints associated with
legacy business models still operating in the mobile industry.
The education sector is vital to the ability of every country to compete effectively in global markets.
It requires connectivity at all times between educational establishments, teachers, pupils, examiners,
providers of educational materials, local governments planning school places, and governments
financing education and research. This needs an open communications infrastructure, flexibility of
device, network, data source and application and cloud provider and an ability to port any of these
from one element to another without constraint. It needs seamless, borderless connectivity.
From this brief overview of a few industry sectors, and this has not addressed the needs of the
security services, emergency organisations and national and local government bodies, it is clear that
the current mobile ecosystem is unsatisfactory for business users. Network operation and regulation
is national, and the myriad of predominantly national operators form a dysfunctional fragmented
environment, hampered by roaming charges and termination charges, with the inability of users to
connect to any network. This stifles online trade to the detriment of everyone including MNOs.
INTUG supports the view in C100 concerning the need for free and open access to emergency
services also implies a functional need for roaming both at international and national level.
Avoidance Techniques and Short term approaches
Many avoidance mechanisms continue to be used, because of unaffordable roaming charges. These
include inconvenient and complex processes, such as changing SIM cards every time the customer
visits a different country. Consideration has been given to different ways of addressing the issue
from an industry structure viewpoint, including forms of vertical separation, for example MVNOs,
or gateways to private networks, decoupling of provision of roaming, and local break out to national
operators. Newer developments include multi-SIM hubs, which connect to local MNOs, and then
provide WiFi connection to user devices. Local Break Out and Decoupling may reduce costs and
facilitate competition in roaming services, but such solutions add complexity to contracts. Making
sure international MVNOs can be licensed in all countries by one common process might ease the
situation, but isn’t a full solution, as multiple service providers complicate vendor management.
These short-term approaches are, however, stopgaps before the inevitable long-term solution.
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The Long Term Goal - Elimination of International Roaming Charges and Open Access
INTUG’s overall strategy seeks to eliminate all trade barriers, which face businesses, as they
develop ICT strategies. If mobile communications applications are to flourish, roaming charges
must be eliminated totally, allowing economies to use mobile technology to generate growth and
employment. This aligns with WTO objectives and the GATS Agreement. Open access must be a
fundamental part of the mobile industry, globally and nationally. There is an opportunity for a
radical long-term approach to accompany the elimination of roaming charges, through requiring
open connectivity as a spectrum licence condition. Increased spectrum sharing and spectrum
trading is already occurring and will become unavoidable with 4GG/LTE and 5G where there will
be no economic case for multiple infrastructure coverage.
Conclusion
The objective of the ITU Recommendation should not be limited to the methodological principles
for determining international mobile roaming rates, but should focus on mechanisms for eliminating
the rates, i.e. reducing them to zero.
Most of the debate, and the mechanisms used to address the problem of excessive international
roaming charges, have focused on individual users in the retail consumer market. As a result they
remedies have not been suitable for business users who have to mange fleets of hundreds and in
many cases thousands of mobile devices. Individual bundles, bill shock caps, and decoupled offers
are ineffective and inappropriate for the business users with multiple devices based in multiple
countries. The only real solution to this issue is to eliminate charges completely.
From a customer perspective, the economic and regulatory issue called “Roaming” has generated
nearly two decades of heated debate and industry conflict and friction with no winners. It has set
customers against operators, instead of fostering partnership. It has created a regulatory problem
and a political opportunity, which should be grasped. It is now time to lay this issue to rest, and to
focus on how to build an ecosystem for a truly digital global economy. This can be done by fully
utilising the capabilities of a brilliant invention, namely mobile and wireless communications.
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Annex 1
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DRAFT RECOMMENDATION ITU-T D.XX
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Anglais (Royaume-Uni)
Draft Recommendation on methodological principles
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for determining international mobile roaming rates
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Introduction
We live in an The economy that is increasingly dependent on mobile technology and reliable, costeffective, competitive and affordable mobile communications technology on a global scale.
Recommendation ITU-T D.98 wasis an historic agreement concluded between Member States and
Sector Members in 2012. Its purpose is to empower consumers and to promote regulatory measures
and solutions based on, in the international mobile roaming market. It highlights the need to
boostencourage competition in roaming, to educate consumers, and also evokesif those measures
are insufficient, to consider appropriate regulatory actions such as the use of price or tariff
ceilingsrates caps by regulators. The proposedThis new Recommendation is based on the success of
Recommendation ITU-T D.98.
INTUG: These comments are valid, and may reduce roaming charges, if effective competition can
be established internationally, but ultimately any charge obstructs and taxes cross border trade.
The request in C182, which seems to ask for a softer wording, is not supported and the stronger
wording above is welcomed as a more effective approach.
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1. 1
Scope
This Recommendation draws on the success of ITU-T D.98 and proposes a possible approach to
reducing excessive roaming tariffsrates, to the benefit of consumersconsumer end users, industry,
and the economy as a whole. In the review of IMR rates, Member States should no overlook the
basic mobileconsider IMR services including voice, SMS and data services.
2. 2
References
The following ITU-T Recommendations and other references contain provisions whichthat, through
reference in this text, constitute provisions of the present Recommendation. At the time of
publication, the editions indicated were valid. All Recommendations and other references are
subject to revision; users of this Recommendation are therefore encouraged to investigate the
possibility of applying the most recent edition of the Recommendations and other references listed
below. A list of the currently valid ITU-T Recommendations is regularly published. The reference
to a document within this annexRecommendation does not give it, as a stand-alone document, the status
of a Recommendation.
[ITU-T D.93] – Recommendation ITU-T D.93 (2008), Charging and accounting in the
international land mobile telephone service (provided via cellular radio systems).
[ITU-T D.98] – Recommendation ITU-T D.98 (2012), Charging in international mobile roaming
service.
[ITU-T D.99] – Recommendation ITU-T D.99 (2008), Indicative rate for international mobile
termination.
[ITU-T D.140] – Recommendation ITU-T D.140 (2002), Accounting rate principles for the
international telephone service.[ITU-T D.98] – Recommendation ITU-T D.98
(2012), Charging in international mobile roaming service.
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3. 3
Definitions
International mobile roaming (IMR) is a service (voice, SMS/MMS, data) that subscribers to
postpaidpost-paid or prepaid mobile services purchases from a mobile operator in their home
country, that is, from the 'home operator'. It allows subscribers the convenience to continue to use
their national mobile phone numbers to access voice, short message service (SMS), and data
services while visiting another country, by accessing a mobile operator's network in the visited
country, that is, the network of the 'visited operator'. - with all arrangements made by their home
operator.
IMR wholesale and retail rates are the prices charged for IMR service where:
a)
IMR wholesale rates are the prices that the visited operator charges the home operator for allowing
the home operator's subscriber to roam on the visited operator's network (in some cases referred to
as IOTs); and
b)
IMR retail rates are the prices that the home operator charges theirits subscribers for usage of IMR
services.
CDR
Customer Data Record
IMR International Mobile Roaming
IOT
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IOT Inter-Operator Tariffs.
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MMS Multimedia Messaging Service
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Inter-Operator Tariffs
1. Appropriate Regulatory actions
1.1. Under the terms of Recommendation D.98, regulators and policy makers, taking into account
specific national or regional conditions, may introduce regulatory interventions on international
mobile roaming charges andservice tariffs for the benefit of users by encouraging competition to
drive end user consumer benefit especially affordability, availability and more services.
1.2. 5.1
Where market solutions and consumer empowerment have not been sufficient to reduce
international roaming charges, Member States should, where appropriate, take an active role towards
establishing affordablecompetitive roaming rates. Member states should be empowered and
encouraged to introduce regulatory interventions on international mobile roaming service tariffs
for the benefit ofdrive end user consumer and end-usersbenefit especially affordability,
availability and more services.
INTUG: As C112 and C181 observed, roaming rates should be affordable, rather than “competitive”
1.3. 5.2
By the very nature of the Where appropriate, Member States should empower regulators
to introduce proportionate regulatory measures or interventions on international mobile
roaming service tariffs for the benefit of consumer end-users. These can include, but are not
limited to, the establishment of tariff caps.
INTUG: This paragraph focuses on consumer end-users. The needs of business users with
many hundreds or thousands of mobile devices across several countries must be addressed.
1.4. By the very nature of the IMR service, efforts made by Member States to determine roamingIMR
rates should be a) multinational, through; b) bilateral; or c) regional agreements.
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INTUG: This is an excellent point and merits emphasis. Action requires a political, economic and
regulatory context to be effective.
1.5. 5.3
In order to achieve results, Member States should ensure that NRAs (National Regulatory
Authorities) have the necessary mandate to obtain relevant roaming data from domestic operators (such
as wholesale and retail prices), in order to facilitate more affordablecompetitive roaming services to
drive end user consumer benefit especially affordability, availability and more services.
INTUG: The aim should be to achieve affordable rather than “more competitive” rates. In some cases,
any charge is unaffordable in the context of a viable business case for an on-line process
5.4
Under the terms of Recommendation D.98, regulators and policy makers, taking into
account specific national or regional conditions, should introduce regulatory interventions on
international mobile roaming service tariffs for the benefit of users by encouraging competition.
These can include the establishment of tariff caps.
1.7. Considering that an internal a competitive international telecommunications market cannot be said
to may not exist as long asif significant differences persist between national prices and international
mobile roaming prices, the ultimate goal should be to reduce differences between national tariffs and
international roaming tariffsmobile roaming tariffs. However, at the same time acknowledging
differences are likely to exist due to differences in costs between countries and regions.
INTUG: Achieving this desirable objective will also require reducing and harmonising Mobile
Termination Rates (MTRs) and co-ordinated action on wholesale and retail pricing at national level.
2.1. The regulation of Retail price caps retail or wholesale charges of International Mobile Roaming
(rates for IMR) should could follow at least one of the principles listed below:
1.1a) Benchmarking: based on the comparison of relevant retail pricesrates or wholesale
rates/costs withconsidering international best practices and experiences; (Where such
benchmarking is available).
1.2a) Retail Minus: IMR wholesale rates are obtainedestimated from references to
localrelevant retail prices, subtracting a percentage related to retail exclusive costs.
1.3a) Cost Oriented: Calculating the wholesale cost of IMR wholesale rates by identifying
relevant IMR provisioning costs including any profit margins to a level which allows for the
promotion of investment, including a reasonable rate of return (which may be determined by
regulator). Such exercise should not be misled by amending at a level, which promotes
investment and innovation. Care must be taken to ensure that artificial and non-related costs
are not included in such analysis.
INTUG: The challenge here is that achieving a “reasonable rate of return” for a mobile
operator may prevent a reasonable rate of return for their customer.
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Interligne : Multiple 1,15 li, Hiérarchisation + Niveau : 2 +
Style de numérotation : 1, 2, 3, … + Commencer à : 1 +
Alignement : Gauche + Alignement : 0,63 cm + Retrait : 1,4
cm
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt, Couleur de police : Automatique
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt, Couleur de police : Automatique
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt, Couleur de police : Automatique
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Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
Mis en forme : Police :+Titres CS (Times New Roman)
2.3. If a member state decides to followMember State considers a cost-oriented approach, the bases
that need to be taken into account by Member States in determining reference charges are at a
minimum, the following: elements should be considered when estimating competitive IMR rates
to drive end user consumer benefit especially affordability, availability and more services:
Mis en forme : Police :+Titres CS (Times New Roman)
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local access, origination, and termination costs;
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International termination costs, international gateways costs;
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local transport costs;
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international transport costs;
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
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roaming specific charges, including contract, billing and signalling charges. ; and
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Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
retail specific charges, including invoicing and international processing costs (including
CDR and IOT) ).
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
INTUG: Inter operator invoicing costs are zero if roaming charges are eliminated
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
2.4. 6.3
All theseThese elements need toshould be considered for IMR voice, SMS and data services,
given the general trend towards universalincreasing use of international datacommunications
services.
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt, Italique
2.5. 6.4
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Analysis of cost elements must take account ofshould consider both prepaid and post-paid modes.
2.6. 6.5
Special attention should also be paid to the additional costs incurred by certain developing
countries, such as small island states, due to the lack of basic infrastructure, such as electricity. In such
cases, Member States should secure transparency of the costs and sincere negotiation between
parties.
INTUG: the deletion of this paragraph as proposed in C112 and C181 is supported.
2.7. 6.6
MembersMember States are encouraged to consider these cost elements to construct detailed
roaming cost models, preferably on a multinational basis, to better understand the actual cost of
providing international roaming services.
2.8. 6.7
The establishment of cost-oriented, international mobile roaming tariffsrates to drive end
user consumer benefit especially affordability, availability and more services should take into
account the relatedrelevant underlying wholesale and retail cost elements. Member statesStates are
encouraged to establish the basis of such costs in consultation and collaboration with mobile operators
in a spirit of transparency.
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt, Italique
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
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Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :(Par défaut) +Titres CS (Times New
Roman), 11 pt
Mis en forme : Police :+Titres CS (Times New Roman),
Anglais (États-Unis)
Mis en forme : Gauche
Mis en forme : Anglais (États-Unis)