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This document contains the BIPT opinion on the bpost report regarding the 2011 improvement programme it launched and the 2012 action plan aiming at improving customer satisfaction.  BIPT notices that the 2011 improvement programme did not have the expected effect since general satisfaction decreased in 2011 from 80.5% to 77%, which was the third decrease in a row.  Results clearly show that actions taken in 2011 did not have a positive effect on customer satisfaction, nor for private individuals nor for companies.  It is therefore of crucial importance for bpost to listen to its clients and to put its service in line with their needs. The 2012 action plan includes concrete measures and initiatives aiming at improving customer satisfaction.

Review of the broadband and broadcasting markets - Qualitative questionnaire

Decision of the BIPT Council of 10 december 2013 regarding the review of the BRUO, BROBA and WBA VDSL2 reference offers (BRxx 2012) [Incl. Remapping project]

BIPT Council Decision of 17 December 2013 regarding the analysis of bpost's tariff proposal for full rates per piece for the year 2014

The Act of 21 March 1991 on the reform of some economic public companies tasks BIPT with the publication of a yearly report of the actions it has undertaken in order to verify that postal service providers abide by their obligations. In 2012, the monitoring of compliance with postal regulation was mainly related to following up 26 controls initiated in October 2011 and not finished by 31 December 2011. In 2012, BIPT also opened 11 new files within the context of monitoring. The companies contacted were also asked to fill out a form containing a questionnaire on the obligations imposed by the “postal legislator” to the postal service providers. Three out of eleven of these inspections were finalised by 31 December 2012, which can be explained mainly by the fact that companies take a long time to send back the form to BIPT and often fail to fill it out completely. As shown by the thorough analysis of the files, companies that do not abide by the postal regulation mainly fail to do so with regard to measures relating to complaint handling. The violations observed are often due to a lack of understanding of the postal regulation. As a reminder, companies that do not comply can be subject to a formal notice according to Article 21 of the Act of 17 July 2003 on the status of the regulator of the Belgian postal and telecommunications sectors.

These decisions concern the wholesale tariffs for access services to cable networks in the bilingual Brussels-Capital Region. Identical decisions were taken simultaneously by the CRC regarding the Dutch-speaking Region, the French-speaking Region and the German-speaking Region.

Annex to the Decision of 19 November 2013 regarding the conformity of Belgacom's cost accounting system in 2011

CRC Decision of 11 December 2013 regarding the wholesale tariffs for the access services to the cable networks on the territory of the bilingual Brussels-Capital Region

Common communication of the regulators represented within the CRC of 12 December 2013 regarding the setting of wholesale tariffs for access to cable networks

Annex to the common communication of the regulators represented within the CRC of 12 December 2013 regarding the setting of wholesale tariffs for access to cable networks