|
Point
|
Provision and Summary
|
 Comments
|
|
Disclose Rates and Terms of Service to Consumers: Carriers will disclose at retail locations and on their websites major plan elements such as: Calling area, monthly fee, included minutes and their valid time periods, charge for additional minutes, long distance and roaming per minute rates, taxes, contract length, activation fees and early termination fee.
|
Most of this is already done, so not much change. Would have been nice to see a consistent disclosure form, like exists with credit cards, so that the comparisons would be easier to make. The MyRatePlan rate plan calculators remain your best way to sort through all the various options out there.
|
|
Make Available Maps Showing Where Service is Generally Available: Carriers will make coverage maps available at retail locations and on their web sites.
|
 Many current coverage maps show broad geographic boundaries, ignoring uncovered areas or dead zones within those limits. If carriers make improvements in their maps as a result of this provision, it will be helpful for consumers.
|
|
Provide Contract Terms to Customers and Confirm Changes in Service: Carriers will provide contract terms and confirm changes that extend a contract.
|
Some customers have been surprised when realizing, often months after the fact, that their contract was extended when they made a rate plan or other change. We don't think there is anything wrong with extending a contract in exchange for a change in terms or a new phone, however carriers should always be forthcoming with this information, so the consumer can make an educated decision.
|
|
Allow a Trial Period for New Service: New customers will be given at least 14 days to trial a carrier's service; with no early termination fees applicable if service is cancelled in that period. Any used airtime would still be charged, and the customer would still need to return the equipment as per carrier policy.
|
This is probably the most important provision, as coverage is probably the hardest thing to determine in advance of selecting a carrier. Each customer has their own unique usage needs, and so it is important that they be able to use the phone in real-life situations, and end service if the carrier coverage doesn't mesh with those needs.
|
|
Provide Specific Disclosures in Advertising: Basically the same as Provision 1. Biggest difference is that this point includes some language requiring the carrier to be more specific in advertising about the terms of any temporary promotional rates/minutes and terms and conditions associated with free phones.
|
Only applies to carrier advertising; no guarantees that other retailers will provide this more thorough explanation of terms.
|
|
Separately Identify Carrier Charges from Taxes on Billing Statements: Pretty self-explanatory; only call it a tax if it is remitted to a taxing authority.
|
Big thing here is that the code tells carriers not to label cost recovery items, such as a fee related to Number Portability, as a tax.
|
|
Provide Customers the Right to Terminate Service for Changes to Contract Terms: If a carrier changes a "material" term of the contract to the detriment of the customer, they must allow customers 14 days to cancel with no early termination fee.
|
"Material" is not defined. If a carrier increases Directory Assistance charges from $1.19 to $1.49 a minute, is this material? Hard to say.
|
|
Provide Ready Access to Customer Service: Carriers will provide toll-free support during business hours, and include a variety of contact methods (mail, phone, Internet) on billing statements and on carrier web sites.
|
This bar was set pretty low... most carriers already provide customer service hours far in excess of 9 to 5. However, the real problem here, interminable hold times when calling customer service, was not addressed.
|
|
Promptly Respond to Consumer Inquiries and Complaints Received from Government Agencies: Carriers will respond to queries from these agencies within 30 days.
|
Carriers probably already do this; maybe they were running out of ideas before they got to 10 provisions.
|
|
Abide by Policies for Protection of Consumer Policy: Carriers will make their privacy policies available and follow applicable Federal and State privacy laws.
|
Nice touch… a provision that says they will follow the law.
|
