Regulatory policy

Colombia Impact Update: What Happened Next?


Colombia Impact Update: Banner

Read here the full report and impact update


What was the problem?: Users of communication services in Colombia were often paying more for services or subscribed to services and products that failed to meet their expectation.


How was the problem addressed? : In 2015, the OECD, working with the Colombian Communications Regulator (CRC), constructed a multi-disciplinary team of experts and behavioural scientists to apply an inductive approach to re-designing the regulatory regime to protect consumers. The team utilised information from 25 consumer psychology experiments conducted by the Konrad Lorenz University Foundation (KLUF) across 17 regions of Colombia with 3 700 responses. The solutions by the OECD team were tested by CRC using both quantitative and qualitative methods to see which options best fit users’ needs and behaviours. The new draft resolution “Establishing the New Regime of the Protection of the Rights of Users of Communications Services” was then opened for public consultation from May to August 2016


What were the results: As of 1 September 2017, the new behaviourally informed consumer ptotection regime was implemented, including:

1. Simplified contract information: Simplified to be read in 12 minutes

Colombia Impact Update 1: Analysis

2. Consumer usage mechanisms: Make salient and standardised usage patterns on bills to promote needs-based decisions

3. Bundling and contract information: Allowing easier comparisons of telecommunication plans

Colombia Impact Update 2. New Rule


4. User satisfaction indicator: Customer care as a resource for good decision making

Read here the full report and impact update


INTERESTED IN READING over 100 case studies showing the application of behavioural insights to public policy around the world?


Thumbnail: Behavioural Insights

The OECD publication Behavioural Insights and Public Policy: Lessons from Around the World presents the results of a first-of-its-kind survey of behavioural insights units around the world.

This report discusses the use and reach of behavioural insights, drawing on a comprehensive collection of case studies from across the world and policy sectors, including consumer protection, education, energy, environment, finance, health and safety, labour market policies, public service delivery, taxes and telecommunications. It suggests ways to ensure that this experimental approach can be successfully and sustainably used as a public policy tool.


 For more information, contact Mr. James Drummond.



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