Most people probably think of the Information and Communications Technology Authority as the entity that licenses and polices the telecommunications and broadcasting companies in the Cayman Islands, and which steps in to mediate the conflicts that develop between those companies.
Although the ICTA does in fact fulfil that role, it also has a wider remit, one that includes engaging the general public.
For instance, when the ICTA puts an issue out for public consultation, the invitation is not just to the IT public, but to everyone.
‘We ask for comments on a regular basis,’ said the ICTA’s Head of Licensing and Compliance & General Counsel Greg van Koughnett. ‘We do genuinely want comments from the public. There are five things we’ve called for comment on just this year.’
Some of those issues put out for public consultation are things the general public probably would not have a lot of interest in, such as the one the ICTA put out in April on its policy for the allocation of electromagnetic spectrum. In other cases, the public could be very interested in commenting, like on the public consultation on unsolicited electronic messages – better known as spam – that took place last year.
Unlike the way things operate in other jurisdictions, the ICTA board of directors sees all of the comments.
‘One of the great things about having a small island is the board actually gets the real comments, not just filtered down summaries,’ Mr. van Koughnett said.
The ICTA generally tries to post the comments made during a public consultation, unless there are issues of confidentiality.
After the public is given a chance to comment on any particular issue put out for consultation, the ICTA will, if it is asked by the board, give its opinion on the matter.
‘Not always will we follow suit with the opinions coming in,’ van Koughnett said. ‘Sometimes our opinion doesn’t reflect the telecom industry over the rest of the world, and instead looks more at the Cayman scene.’
The ICTA, which is required by statute to have a variety of expertise, then has to make a decision based on all of the submissions.
‘The board does a great job of putting it all together,’ van Koughnett said.
The ICTA looks at the urgency of the consultation and acts accordingly with respect to the timelines of the procedure.
‘Sometimes the topics of public consultation are more on long-term goals,’ he said. ‘And some need to be dealt with fairly quickly.’
Another aspect of the ICTA’s work that can engage the public is in the filing of complaints against any of the ICTA’s licensees.
The complaints can deal with just about anything, from an overcharge of fees, an unfair business practice, or even poor signal quality in telephone, internet or even cable television service.
‘We’d like to think more people should take advantage of this,’ said van Koughnett
In general, people should attempt to take their complaint to the licensee first.
‘If the response isn’t good enough, we’d like to think our good offices can help.’
Van Koughnett said there was a good example where they helped a customer that had been overcharged by a telecom company.
‘They had a software problem that was billing roaming charges higher than advertised,’ he said. ‘To the licensee’s credit, they took a look at it and said ‘you’re right, you’re right’ and immediately credited the customer.
Van Koughnett said the licensees are, in the main, responsible in responding to complaints.
One thing the ICTA has no authority to regulate, however, is the content of licensed broadcasters and it unfortunately gets a lot of complaints on content.
Other than that, the only other requirement is that the complaint be made in writing, which can be done using an on-line form available at the ICTA’s website, www.icta.ky
‘That is absolutely the best way to do it,’ said van Koughnett. ‘I wish more people knew about it.’
A Canadian by nationality, van Koughnett will not be here if and when he gets his wish and the complaints start streaming in to the ICTA. His two-year contract is now up and he will return to Ottawa in June. Replacing him is another Canadian from Ottawa, Dave Laliberte.
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