chapter  9
16 Pages

Involving and Empowering Poor Customers

WithRichard Franceys, Esther Gerlach

The goals for economic regulation of monopoly service providers from a customer perspective are to ensure an effective resilient service delivery at a fair price, taking into account well-targeted subsidies when necessary, ensure service that is equitable and sustainable with adequate incentives for efficiency, and to ensure protection of consumers against monopoly abuse through transparency in price setting and complaints adjudication. These goals require some level of customer involvement in decision-making if they are to be successful over the long term.