Appendix E

Consumer Education Program Principles

· The California Public Utilities Commission will lead the effort to create, develop and maintain a comprehensive and objective consumer education program.

· Commission staff will develop the Commission's education program with input from consumer groups and industry representatives.

· The Commission will develop and maintain a website portal dedicated to telecommunications consumer education.

· Commission website will include the following: principles and rights, consumer education material, existing rules, and links to Community Based Organizations and Governmental websites that include helpful information for consumers.

· Consumer education materials will be concise, available in multiple languages and put into laymen's terms.

· Existing rules, laws and guidelines available to protect consumers should be organized and available in one place on the Commission's website.

· The Commission will regularly evaluate the efficacy of its education program.

· Periodically and at least once a year, Commission staff and parties will review the education materials. This review will ensure that we update and augment materials as needed to better suit consumers' needs.