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 CONENTS

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 13

Rule 4: Prepaid Calling Cards and Services 16

Rule 5: Deposits to Establish or Re-establish Service 19

Rule 6: Billing 19

Rule 7: Late-Payment Penalties, Backbilling, and Prorating 22

Rule 8: Tariff Changes, Contract Changes, Transfers, Withdrawals and Notices 23

Rule 9: Service Termination 24

Rule 10: [Reserved] 25

Rule 11: Billing Disputes 25

Rule 12: Privacy 26

Rule 13: Consumer Affairs Branch Requests for Information 31

Rule 14: Employee Identification 31

Rule 15: Emergency 911 Service 32

PART 3 - Rules Governing Billing for Non-communications-Related Charges 32

A. Scope and Purpose 32

B. Definitions 33

C. Authorization Requirements 37

D. Revocation of Opt-in Authorization 39

E. Billing Telephone Companies' Obligations to Screen and Monitor Entities for Whom They Bill 40

F. No Disconnection of Basic Telephone Service for Nonpayment of Non-communications Charges 42

G. Complaint Procedures 42

H. Bill Format 45

I. Confidential Subscriber Information 45

J. Penalties 46

PART 4 - Rules Governing Slamming Complaints 46

A. Purpose and Scope of Rules 46

B. Definitions 47

C. Authorization and Verification of Orders for Telecommunications Services 48

D. Unauthorized Local Exchange Carrier Changes 48

E. Carrier Liability for Slamming 49

F. Procedures for Resolution of Unauthorized Changes in Preferred Carrier 49

G. Absolution Procedure Where the Subscriber Has Not Paid Charges 50

H. Reimbursement Procedures Where the Subscriber Has Paid Charges 51

I. Informal Complaints 53

J. Reports 54

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 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.]