Consumer protections

Policymakers should adopt robust service standards and consumer protections to ensure fair terms and conditions for all essential utility and telecommunications services. At a minimum, they should: 

• guarantee universal availability of affordable and reliable essential utility services. 
• ensure transparency of the terms, conditions, and costs of their services. Bills and notices should be complete, accurate, and understandable. They should provide full and clear descriptions of all charges. Providers should be prohibited from including separate line-item billing charges that are not expressly mandated by law. Consumers should have the right to receive paper copies of bills and notices. 
• prohibit unfair, deceptive, or abusive acts or practices. These include prohibitions of unfair early termination penalties and misleading or deceptive marketing practices. 
• conduct robust oversight and enforcement. This includes regularly compiling and reporting on complaints and other key data about essential services. 
• require timely and consumer-friendly access to redress for billing disputes and other problems. Consumers should have the option to have an independent state agency resolve disputes fairly and effectively (see also Mandatory Binding Arbitration policy). 

Consumers should not have to pay for unwanted services. Companies should be required to obtain recorded consent before switching service providers or adding services. Regulators should impose substantial penalties on companies that engage in deceptive marketing practices. This includes slamming (switching a customer to a new provider without authorization) and cramming (adding services to an account without authorization). 

Policymakers should create uniform reporting standards for collections data on past-due accounts to allow for meaningful nationwide comparisons and analysis.