Goto Section: 64.2400 | 64.2500 | Table of Contents
FCC 64.2401
Revised as of October 2, 2015
Goto Year:2014 |
2016
§ 64.2401 Truth-in-Billing Requirements.
(a) Bill organization. Telephone bills shall be clearly organized, and must
comply with the following requirements:
(1) The name of the service provider associated with each charge must be
clearly and conspicuously identified on the telephone bill.
(2) Where charges for two or more carriers appear on the same telephone
bill, the charges must be separated by service provider.
(3) Carriers that place on their telephone bills charges from third parties
for non-telecommunications services must place those charges in a distinct
section of the bill separate from all carrier charges. Charges in each
distinct section of the bill must be separately subtotaled. These separate
subtotals for carrier and non-carrier charges also must be clearly and
conspicuously displayed along with the bill total on the payment page of a
paper bill or equivalent location on an electronic bill. For purposes of
this subparagraph “equivalent location on an electronic bill” shall mean any
location on an electronic bill where the bill total is displayed and any
location where the bill total is displayed before the bill recipient
accesses the complete electronic bill, such as in an electronic mail message
notifying the bill recipient of the bill and an electronic link or notice on
a Web site or electronic payment portal.
(4) The telephone bill must clearly and conspicuously identify any change in
service provider, including identification of charges from any new service
provider. For purpose of this subparagraph “new service provider” means a
service provider that did not bill the subscriber for service during the
service provider's last billing cycle. This definition shall include only
providers that have continuing relationships with the subscriber that will
result in periodic charges on the subscriber's bill, unless the service is
subsequently canceled.
(b) Descriptions of billed charges. Charges contained on telephone bills
must be accompanied by a brief, clear, non-misleading, plain language
description of the service or services rendered. The description must be
sufficiently clear in presentation and specific enough in content so that
customers can accurately assess that the services for which they are billed
correspond to those that they have requested and received, and that the
costs assessed for those services conform to their understanding of the
price charged.
(c) “Deniable” and “Non-Deniable” Charges. Where a bill contains charges for
basic local service, in addition to other charges, the bill must distinguish
between charges for which non-payment will result in disconnection of basic,
local service, and charges for which non-payment will not result in such
disconnection. The carrier must explain this distinction to the customer,
and must clearly and conspicuously identify on the bill those charges for
which non-payment will not result in disconnection of basic, local service.
Carriers may also elect to devise other methods of informing consumers on
the bill that they may contest charges prior to payment.
(d) Clear and conspicuous disclosure of inquiry contacts. Telephone bills
must contain clear and conspicuous disclosure of any information that the
subscriber may need to make inquiries about, or contest, charges on the
bill. Common carriers must prominently display on each bill a toll-free
number or numbers by which subscribers may inquire or dispute any charges on
the bill. A carrier may list a toll-free number for a billing agent,
clearinghouse, or other third party, provided such party possesses
sufficient information to answer questions concerning the subscriber's
account and is fully authorized to resolve the consumer's complaints on the
carrier's behalf. Where the subscriber does not receive a paper copy of his
or her telephone bill, but instead accesses that bill only by e-mail or
internet, the carrier may comply with this requirement by providing on the
bill an e-mail or web site address. Each carrier must make a business
address available upon request from a consumer.
(e) Definition of clear and conspicuous. For purposes of this section,
“clear and conspicuous” means notice that would be apparent to the
reasonable consumer.
(f) Blocking of third-party charges. (1) Carriers that offer subscribers the
option to block third-party charges from appearing on telephone bills must
clearly and conspicuously notify subscribers of this option at the point of
sale and on each carrier's Web site.
(2) Carriers that offer subscribers the option to block third-party charges
from appearing on telephone bills must clearly and conspicuously notify
subscribers of this option on each telephone bill.
[ 64 FR 34497 , June 25, 1999, as amended at 65 FR 43258 , July 13, 2000; 76 FR 63563 , Oct. 13, 2011; 77 FR 30919 , May 24, 2012; 77 FR 71354 , Nov. 30, 2012]
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Subpart Z—Prohibition on Exclusive Telecommunications Contracts
Source: 66 FR 2334 , Jan. 11, 2001, unless otherwise noted.
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Goto Section: 64.2400 | 64.2500
Goto Year: 2014 |
2016
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