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The evolution of current networks to Next Generation Networks (NGNs) constitutes arguably the most significant transformation in the Telecommunication sector in recent decades. Quality of Service (QoS) is one of the key aspects in this evolution. In the NGN environment, networks are designed to be multi-service, supporting a wide range of premium services. Each of these services may have different QoS requirements which should be established based on the overall end users' perception. In this emerging context, novel QoS policies are required to adapt the traditional QoS regulatory model to the new scenario. This paper presents a user-centric approach to identify key factors that contributes to the development of quality of service regulation in future networks. A case study on the application of our user-centric QoS model to the Internet QoS regulation in Spain is described. The results of the study demonstrate the need for adapting current regulatory frameworks in order to ensure competition, pluralism and diversity in the new network environment.