FOR IMMEDIATE RELEASE

Docket #: R.00-02-004

Media Contact: PUC Press Office - 415.703.1366 - news@cpuc.ca.gov

PUC COMMISSIONER CARL WOOD ISSUES FINAL DRAFT OF
BILL OF RIGHTS FOR TELECOMMUNICATIONS CONSUMERS

SAN FRANCISCO, July 24, 2003 - Commissioner Carl Wood of the California Public Utilities Commission (PUC) today issued the final draft of his proposed Telecommunications Consumer Bill of Rights, which details the fundamental consumer rights that all communications service providers must respect, as well as a set of consumer protection rules all carriers must follow to protect those rights. This includes the rights 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 upon which they have agreed.

· Select their services and vendors, and to have those choices respected by industry.

· Protection from unauthorized use of their records and personal information, and to reject intrusive communications and technology.

· 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.

· Receive accurate and understandable bills for products and services they authorize, and to fair, prompt and courteous redress for problems they encounter.

· Receive equal treatment to all other similarly situated consumers, free of prejudice or disadvantage.

· Have the safety and security of their persons and property respected by carriers.

"This Bill of Rights is the most comprehensive set of consumer protection rules for telecommunication consumers in the country," said Commissioner Wood. "With the rapidly changing face of the telecommunications industry, these rights are essential to protect consumers and to allow the PUC to evenhandedly enforce such protections."

The consumer protection safeguards detailed in the Bill of Rights include such issues as carrier disclosure; marketing practices; service initiation and changes; prepaid calling cards and services; deposits to establish or reestablish service; billing; billing disputes; late-payment penalties, backbilling and prorating; tariff changes, contract changes, transfers, withdrawals and notices; service termination; privacy; PUC Consumer Affairs Branch requests for information; and Emergency 911 service.

The rules apply to all forms of telecommunications service: local and long-distance, wireline and wireless, and prepaid phone cards and services.

This proceeding will remain open to consider whether the Commission should implement a telecommunications consumer education program, and if so, how it should be structured; whether to curtail the Commission-sanctioned limitation of liability; and whether additional rules are needed requiring that communications directed at consumers be in languages other than English.

Parties may file comments pointing out any factual, legal, or technical errors in the draft decision by Aug. 24, 2003. Any replies to those comments must be filed by Sept. 4, 2003. Commissioner Wood's Draft Decision is scheduled to appear for a vote on the Commission's regular meeting Agenda for Sept. 18, 2003.

For more information on the Bill of Rights, please visit the PUC's website at www.cpuc.ca.gov.

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