Asymmetry in Quality of Service (QoS) Regulation among Over-the- Top (OTT) Providers and Mobile Network Operators: from a South African Consumers Perspective

Abstract

This study aimed to understand the unique characteristics of Over-the-Top (OTT) services and to determine relevant dimensions that could be used to determine service quality on OTT platforms. The study focused on Group-1 OTT, meaning OTT providers that offered services like traditional mobile network operators. An example of such an OTT would be WhatsApp. Input was collected from consumers, regulatory bodies, and businesses to determine the most important dimensions required to determine service quality in users of the platforms. The study went further to determine the most important dimensions to help guide any future regulations. The challenges and opportunities that come with incorporating OTT into the regulatory framework were investigated, utilising input from the regulatory and experts. It was recommended that changes would need to be incorporated into our existing End-user and Subscriber Service Charter (EUSSC) to measure and incorporate the OTT service quality effectively into regulation. These were investigated along equity and competition, sustainability of the sector, consumer welfare, innovation, and regulatory aspects to obtain a view of the impact of introducing quality of service (QoS) regulations. The paper concludes by highlighting the importance of how regulations in OTTs will bring accountability for all players within the sector and ensure that quality is at the cornerstone.