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Update of 11 September 2017 of the BIPT Opinion of 18 February 2009 on the determination and the conditions of provision of the basic identification data by telephone service providers to the publishers of directories and to the providers of directory enquiry services

In this opinion for the attention of the Minister BIPT can describe the purpose of said draft Act, i.e. a correct interpretation of the data in the tariff simulator in order to allow the consumer to make his choice based on an actual consumption. BIPT however also points out specific risks this draft Act may entail, namely the implementation and security costs, the proportionality of the legislation in question and the risks for smaller operators.

In its decision of 10 October 2016 on the delivery times for the year 2015 BIPT established that bpost does not comply with its legal obligations regarding the delivery times for priority single-piece letter post items. Consequently BIPT imposed a remedy upon bpost which ought to improve the quality in the short term for the category of priority single-piece letter post items. This investment project has been checked as regards its aim, the impact on quality enhancement of the priority single-piece letter post items, detailed planning and financing. BIPT believes that the investment project complies with the terms and conditions as laid down in above-mentioned decision. BIPT will monitor the actual implementation thereof.

According to the information it has, BIPT notices that measurements were conducted by bpost in order to determine the level of its customers' satisfaction in 2015 and issues a favourable opinion on the realisation of the 2015 improvement plan and improvement measures considered for 2016. The satisfaction is better in comparison to 2014, improving from 86.5 to 87.5%.

BIPT seconds this legislative proposal. It has resulted in the Act of 4 March 2016 modifying, as regards the administrative fines, the Act of 17 January 2003 on the status of the regulator of the Belgian postal and telecommunications sectors.

This draft resulted in the Royal Decree of 25 March 2016 on the making available on the market of radio equipment.

Based on the available information, BIPT finds that bpost has carried out measurements in order to assess the satisfaction rate of its customers in 2014, and gives a favourable opinion as regards the realisation of the 2014 improvement plan and the improvement measures which it aims at for 2015. Based on the data provided by bpost BIPT comes to the conclusion that the general satisfaction rate peaks in 2014 with 86.5% of the customers indicating that they are rather satisfied, satisfied or very satisfied. Although customer satisfaction has increased in general, BIPT points to the decrease in customer satisfaction of companies as regards among other things the proximity and the opening times of the Postal Points. An exploratory study into the preferences and needs (that may have changed) of companies might constitute a possible solution to the get a better insight into the problem. BIPT encourages bpost to continue its efforts as regards the improvement of the satisfaction indices that relate among other things to the services in case of loss of or damage to the regular items of companies, the ease with which registered items can be received for companies and private persons and the accessibility of the postal offices for companies and private persons

In November 2014, BIPT entrusted WIK-Consult with the task of drawing up a report aiming at comparing the market situation before and after its liberalisation, assessing the impact of the opening to competition and identifying possible remaining barriers in the Belgian postal market. More than a simple overview of the situation, this report was to provide a basis for further reflection on the relevance and efficiency of the current postal regulation and legislation. Based on the economic analysis of the Belgian postal market during the 2011-2014 period as well as the analysis of the current regulatory framework, and comparing the Belgian results to those of other European countries, WIK drew a series of conclusions leading to eleven recommendations of higher or lower priority. BIPT discussed seven of these recommendations considered particularly important in the context of a future reform of the Belgian postal regulation. Following the analysis of the legal and economic context, an opinion is delivered on the various themes covered.

Based on the available information, BIPT finds that bpost has carried out measurements in order to assess the satisfaction rate of its customers in 2013, and gives a favourable opinion as regards the realisation of the 2013 improvement plan and the improvement measures which it aims at for 2014. Based on the data supplied by bpost, BIPT notices that the 2013 improvement plan is starting to show encouraging results regarding customer satisfaction. The general customer satisfaction has increased substantially in comparison with 2012, going from 83% to 86%. BIPT encourages bpost to continue its efforts as regards the improvement of the satisfaction indices, which relate more specifically to the sending of parcels to other countries by private individuals, the correct delivery by the postman for companies, the respect of delivery times for companies and the correct delivery by the postman for private individuals.

BIPT has been closely involved in the preparation of this draft. BIPT seconds this draft. This draft materialises the possibility to lease frequencies as provided by law. This establishes a clear framework with the terms and conditions for leasing frequencies.