 Working together to connect. In 2019, 57% of households worldwide had internet access. Each year, more and more people are able to access the internet at home, allowing them to benefit from a growing number of online services, such as eHealth, eEducation, teleworking, and eCommerce. As we move through the digital world, we live a trail of data. This data, combined with other digital technologies like AI, can be good for consumers, providing us with a variety of digital services. It can improve our experience as consumers. However, as consumers, while we need universal, affordable access to broadband, we also need to trust the digital applications and services we use. We need transparency to understand what data is being collected. We need to know how data is being used, and we need regulation and consumer education to protect vulnerable people, who are even more vulnerable during a crisis, such as the COVID-19 pandemic. Regulators need to establish a culture of security, to promote trust in digital services, while enforcing privacy and consumer protection. Rapid technological progress has changed the nature of consumer protection. Policymakers need to keep up with the pace of digital transformation. The bundling of products and services from different markets means collaboration is essential both across sectors and across borders. ITU members have co-created a report on consumer information, protection and rights. The report offers guidelines for policymakers to protect consumers from online fraud, to educate consumers about their rights, to avoid hindering innovation and growth of digital services, to create robust protection frameworks and to encourage co-regulation and self-regulation for social and economic good and innovation. The report recommends establishing consumer education centres, dedicated consumer complaint handling centres, and dedicated consumer courts to protect consumers effectively. Consumers will use information and communication technologies more if they trust them, opening up a world of education, innovation and growth. Working together to connect. www.itu.int.