Consumer Participation in Infrastructure

Consumer Participation in Infrastructure Regulation is part of the World Bank Working Paper series. These papers are published to communicate the results of the Bank's ongoing research and to stimulate public discussion.

Foreword	p. v
Acknowledgments	p. vii
Introduction	p. 1
Institutional Requirements for Effective Consumer Participation	p. 5
Regulatory Independence	p. 5
Consumer Representation	p. 7
Performing Regulatory Functions vis-a-vis Consumers	p. 15
Informing Consumers	p. 16
Disclosing Information	p. 16
Raising Consumer Awareness	p. 16
Resolving Consumer Complaints	p. 18
Soliciting Consumer Input	p. 20
Contracting Out Regulatory Functions vis-a-vis Consumers	p. 23
Informing Consumers	p. 23
Resolving Consumer Complaints	p. 24
Soliciting Consumer Input	p. 27
Involving the Poor in the Regulatory Process	p. 29
Pro-poor Awareness Campaigns	p. 31
Partnership Arrangements	p. 32
Conclusions	p. 33
Appendixes	p. 37
Sample Description	p. 39
Survey	p. 43
References	p. 51
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Consumer Participation in Infrastructure Regulation

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