U.S. phone companies will have to make phone bills simpler and easier for consumers to understand under federal guidelines adopted today.
The new Federal Communications Commission (FCC) rules are designed to give customers clearer information about the charges appearing on phone bills so they can easily see when service has been changed. The FCC said it hopes the rules will help curb the growing problem of telephone service fraud and abuse.
The new plan is designed to crack down on two growing problems for consumers–illegal switching of long distance phone service, known as slamming, and the addition without customer permission of new services such as voice mail and Internet access, called cramming. Slamming is the largest source of consumer complaints to the FCC.
While companies will be able to set up bills as they wish, they’ll have to follow FCC guidelines. Consumers who think a bill is misleading or confusing can file a complaint with the FCC.
"We’ve got to restore American confidence in the charges they’re paying every month on their phone bill," said FCC chairman William Kennard.
Companies will have to make bills clearer by highlighting new service providers. The agency also directs that every charge be explained in plain language and what it’s for–voice mail, call-waiting, or other services.
The agency also suggests that companies that bill other services through local phone companies, such as long distance companies and Internet service providers, add contact information such as a phone number on the bill so that customers can call them if a dispute arises. Customers commonly don’t know where to turn to dispute charges.