Sec.  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) 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.

   Note to  Sec. 64.2401: The following provisions, for which compliance would have
   been required as of April 1, 2000, have been stayed until such time as the
   amendments to  Sec. 64.2401(a), (d), and (e) become effective (following their
   approval by the Office of Management and Budget and the publication by the
   Commission of a document in the Federal Register announcing the effective
   date of these amended rules) and will be superceded by the amended rules:
   (1)  That  portion of  Sec. 64.2401(a)(2) that requires that each carrier's
   “telephone bill must provide clear and conspicuous notification of any
   change in service provider, including notification to the customer that a
   new provider has begun providing service,” (2)  Sec. 64.2401(a)(2)(ii), and (3)
    Sec. 64.2401(d).

   [ 64 FR 34497 , June 25, 1999, as amended at  65 FR 43258 , July 13, 2000]

Subpart Z—Prohibition on Exclusive Telecommunications Contracts

   Source:    66 FR 2334 , Jan. 11, 2001, unless otherwise noted.