Muzzini, Elisa2012-06-072012-06-0720050-8213-6380-8https://hdl.handle.net/10986/7383Consumer Participation in Infrastructure Regulation draws on results of a survey questionnaire conducted among 45 infrastructure regulators in the East Asia and Pacific (EAP) region. It finds that EAP regulators have successfully begun to involve consumers in the regulatory process: consumer representation is a well-established practice in the region; and regulators draw on standard mechanisms to inform consumers, resolve consumer complaints, and solicit consumer input. However, regulators must take further actions to firmly move up the "ladder of consumer engagement," from merely providing information to actively consulting with consumers. In particular, consumer participation would benefit from more open disclosure policies, more effective strategies to reach out to the poor, and, tighter regulatory intervention to hold service providers accountable for resolving consumer complaints.en-USCC BY 3.0 IGOACCOUNTABILITYBOARD MEMBERSCAPACITY BUILDINGCITIZEN ENGAGEMENTCITIZEN INVOLVEMENTCITIZEN PARTICIPATIONCIVIL SERVICECIVIL SOCIETYCIVIL SOCIETY ENGAGEMENTCIVIL SOCIETY ORGANIZATIONSCOMMUNITY LEADERSCOMMUNITY SERVICECOMPETITION COMMISSIONCOMPLAINTCOMPLAINT RESOLUTION MECHANISMCOMPLAINT RESOLUTION MECHANISMSCONSENSUSCONSULTATIONCONSULTATION PROCESSCONSULTATION PROCESSESCONSULTATIONSCONSUMERCONSUMER ADVOCACYCONSUMER ADVOCATESCONSUMER AFFAIRSCONSUMER ASSOCIATIONCONSUMER ASSOCIATIONSCONSUMER AWARENESSCONSUMER COMPLAINTSCONSUMER GROUPSCONSUMER INTERESTSCONSUMER ORGANIZATIONSCONSUMER PARTICIPATIONCONSUMER PROTECTIONCONSUMER RIGHTSCONSUMER SATISFACTIONDECISION-MAKING PROCESSDECISIONMAKINGEFFECTIVE REGULATIONELECTRICITY CONSUMERSENVIRONMENTAL EXTERNALITIESFIGURESGASGOVERNMENT DEPARTMENTGOVERNMENT OFFICIALSGOVERNMENT POLICYGOVERNMENT REGULATORGOVERNMENT REGULATORSGRANTEDHOLDING COMPANYINDEPENDENT AGENCIESINDEPENDENT REGULATORINDEPENDENT REGULATORSINDEPENDENT REGULATORYINDEPENDENT REGULATORY AGENCIESINDEPENDENT REGULATORY AGENCYINFRASTRUCTURE INDUSTRIESINFRASTRUCTURE REGULATIONINFRASTRUCTURE SECTORSINFRASTRUCTURE SERVICESINTEREST GROUPSINTERMEDIARIESJOURNALISTSLEGAL STATUSLICENSEESLINE MINISTRIESLOCAL GOVERNMENTLOW-INCOME CUSTOMERSMINISTERSPREPARATIONPRIVATE SECTORPRIVATE SECTOR PARTICIPATIONPUBLIC AWARENESSPUBLIC HEARINGSPUBLIC INTERESTPUBLIC INTEREST GROUPSPUBLIC MEETINGSPUBLIC SUPPORTPUBLIC UTILITYPUBLIC WATERRECONSTRUCTIONREGULATORSREGULATORY ACTIONSREGULATORY AGENCYREGULATORY BOARDREGULATORY BOARDSREGULATORY BODIESREGULATORY CAPACITYREGULATORY CAPTUREREGULATORY COMMISSIONREGULATORY CONTRACTREGULATORY DECISIONREGULATORY DECISION-MAKINGREGULATORY DECISIONSREGULATORY FRAMEWORKREGULATORY FRAMEWORKSREGULATORY FUNCTIONSREGULATORY INDEPENDENCEREGULATORY MODELREGULATORY OUTCOMESREGULATORY PRACTICESREGULATORY PROCEDURESREGULATORY PROCESSREGULATORY REFORMSREGULATORY REGIMEREGULATORY REGIMESREGULATORY SYSTEMSANITATIONSELF-REGULATIONSERVICE PROVIDERSERVICE PROVIDERSSERVICE QUALITYSTAKEHOLDERTRANSPARENCYUSERSUTILITY BILLSUTILITY REGULATORSUTILITY SERVICESWATER PROVISIONWATER SECTORWATER STAKEHOLDERSWATER SUPPLYWATER UTILITIESWorld Bank10.1596/978-0-8213-6380-5