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Colombia's Communications Regulation Commission, ComisiĆ³n de RegulaciĆ³n de Comunicaciones (CRC), is currently redesigning its consumer protection regime. It has refocused its regulatory strategy from "protecting rights" towards making the market function best. This new approach involves encouraging the providers to improve the quality of their services and rates offered in the market; and fostering a better understanding by all but mostly by users, of what is being offered and how. The purpose is to enable users to meet their needs and avoid biases in their choices.
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This chapter describes key issues, behavioural biases and possible ways to address them for information principle, customer service mechanisms, consumer consumption management and the bundling of services, For each of these four areas, it identifies specific recommendations and some possible experiments.
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