Goto Section: 64.2400 | 64.2500 | Table of Contents
Revised as of October 1, 2019
Goto Year:2018 |
§ 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
(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.
(g) Prohibition against unauthorized charges. Carriers shall not place
or cause to be placed on any telephone bill charges that have not been
authorized by the subscriber.
[ 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; 83 FR 33143 , July 17, 2018]
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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: 2018 |
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