GENERAL ORDER NO. ___

PUBLIC UTILITIES COMMISSION OF THE

STATE OF CALIFORNIA

Rules Governing Telecommunications Consumer Protection

Adopted _______; Effective _________

(Decision __________ in Rulemaking 00-02-004)

IT IS ORDERED that all Commission-regulated telecommunications utilities shall respect the consumer rights and comply with the rules set forth in this General Order.

TABLE OF CONTENTS

PART 1 - Bill of Rights 2

PART 2 - Consumer Protection Rules 2

A. Applicability 2

B. Definitions 3

C. Rules 7

Rule 1: Carrier Disclosure 7

Rule 2: Marketing Practices 11

Rule 3: Service Initiation and Changes 12

Rule 4: Prepaid Calling Cards and Services 14

Rule 5: Deposits to Establish or Re-establish Service 17

Rule 6: Billing 18

Rule 7: Late-Payment Penalties, Backbilling, and Prorating 20

Rule 8: Tariff Changes, Contract Changes, Transfers, Withdrawals and Notices 21

Rule 9: Service Termination 22

Rule 10: [Reserved] 24

Rule 11: Billing Disputes 24

Rule 12: [Reserved] 25

Rule 13: Consumer Affairs Branch Requests for Information 25

Rule 14: Employee Identification 25

Rule 15: Emergency 911 Service 26

PART 3 - Rules Governing Privacy 26

A. Scope and Purpose 26

B. Definitions 27

C. Compliance with Applicable Privacy Laws 29

D. Use and Disclosure of CSI without Subscriber Approval 30

E. Approval Required for Use of CSI 32

F. Notice Required for Use of CSI 33

G. Safeguards Required for Use of CSI 35

H. Compliance with Commission Decisions 36

PART 4 - Rules Governing Billing for Non-Communications-Related Charges 36

A. Scope and Purpose 36

B. Definitions 37

C. Authorization Requirements 41

D. Revocation of Opt-in Authorization 43

E. Billing Telephone Companies' Obligations to Screen and Monitor Entities for Whom They Bill 44

F. No Disconnection of Basic Telephone Service for Nonpayment of Non-Communications Charges 46

G. Complaint Procedures 46

H. Bill Format 49

I. Confidential Subscriber Information 50

J. Penalties 50

PART 5 - Rules Governing Slamming Complaints 51

A. Purpose and Scope 51

B. Definitions 51

C. Authorization and Verification of Orders for Telecommunications Services 53

D. Carrier Liability for Slamming 53

E. Procedures for Resolution of Unauthorized Changes in Preferred Carrier 53

F. Absolution Procedure Where the Subscriber Has Not Paid Charges 54

G. Reimbursement Procedures Where the Subscriber Has Paid Charges 55

H. Informal Complaints 57

I. Reports 58

PART 1 - Bill of Rights

The Commission declares that all consumers who interact with telecommunications providers must be afforded certain basic rights, and those rights shall be respected by the Commission-regulated providers with whom they do business:

Disclosure: Consumers have a right to receive clear and complete information about rates, terms and conditions for available products and services, and to be charged only according to the rates, terms and conditions they have agreed to.

Choice: Consumers have a right to select their services and vendors, and to have those choices respected by the industry.

Privacy: Consumers have a right to personal privacy, to have protection from unauthorized use of their records and personal information, and to reject intrusive communications and technology.

Public Participation and Enforcement: Consumers have a right to participate in public policy proceedings, to be informed of their rights and what agencies enforce those rights, and to have effective recourse if their rights are violated.

Accurate Bills and Redress: Consumers have a right to accurate and understandable bills for products and services they authorize, and to fair, prompt and courteous redress for problems they encounter

Non-Discrimination: Every consumer has the right to be treated equally to all other similarly-situated consumers, free of prejudice or disadvantage.

Safety: Consumers have a right to safety and security of their persons and property.

[Comment: This Bill of Rights shall serve the same purpose as a statement of legislative intent and is not intended to create a private right of action to impose liability on carriers or other utilities for damages, which liability would not exist had these rights not been adopted.]