Appendix F

Proposed Consumer Education Topics

1. Your Rights

· Freedom of choice

· Disclosure

· Privacy

· Public participation and enforcement

· Accurate bills and dispute resolution

· Non-discrimination

· Public safety

· Non-disconnect of local service for unpaid long-distance or other non-local service charges

2. Making an Informed Choice

· Overview of various types of providers

· Finding a provider in your area

· Comparing plans, services, and prices

· Public programs and qualification for them

3. The Purchase

· Service plan

· Rates (including early termination fees)

· Length of commitment

· Terms and conditions

· Confirmation

· Deposits

4. Your Service

· Pricing

· Activation/installation

· Verification

· Coverage

· Roaming

· Dropped calls, dead spots and busy signals

· Changes to service or provider/slamming

5. The Bill

· How to read the bill

· What are my charges

· Taxes, fees, and surcharges

· Minimum amount due and penalty

· Late payment options

· Contacts for questions or billing disputes

· Unauthorized charges may not be included

6. Solving Problems: Whom to contact for help

· Your carrier

· Community-based organizations

· Consumer groups

· CPUC

· Other governmental agencies

7. Stopping Your Service

· Review your contract or terms of your service

· Contact your service provider

· Find out what you are required to do in order to cancel service

· Limits that may apply to when you can stop paying for service

· When a provider may disconnect your service

8. Glossary, Terms, Helpful Links, and FAQs

· A glossary with description of major terms

· Links to additional information not found on the Commission website

· Frequently asked questions