1 Notice of Inquiry Consumer Information and Disclosure, Truth-in-Billing Format, and IP-Enabled Services 2 Key Dates 1999 Commission adopts First Truth-in-Billing Order 2003 CTIA members voluntarily adopt “Consumer Code” 2004 Commission releases IP - Enabled Services NPRM 2005 Commission adopts Second Truth-in-Billing Order and FNPRM 2009 Commission considers Notice of Inquiry on Consumer Information and Disclosure, Truth-in-Billing Format, and IP-Enabled Services Dockets 3 Increasing Communications Options 1999 2009 4 Source: CTIA 0 50 100 150 200 250 300 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 Number of Mobile Telephone Subscribers (Millions) 1999-2008 5 Expenditures on Communications Services 2002-2007 Annual household income expenditures on communications services rose from $1,438 in 2002 to $1,844 in 2007. Source: Bureau of Labor Statistics $1,400 $1,500 $1,600 $1,700 $1,800 $1,900 2002 2003 2004 2005 2006 2007 6 FCC Billing and Rates Complaint Data 2007-2008 0 5,000 10,000 15,000 20,000 25,000 30,000 2007 2008 Complaint data for cable, satellite, wireline and wireless services. 7 Four Stages of Consumer Purchasing Process 8 Choosing a Service Provider Examples of Relevant Information Informing Consumer Choice ¾ Service Plans ¾ Quality of Service ¾ Quality of Equipment 9 Choosing a Service Plan Examples of Relevant Information Informing Consumer Choice ¾ Pricing ¾ Point-of-Sale Disclosures ¾ Bundling of Services 10 Managing Use of the Service Plan Examples of Relevant Information Informing Consumer Choice ¾ Detailed Information on Usage ¾ Overage Charges ¾ Unauthorized Charges 11 Deciding Whether and When to Switch an Existing Provider Plan Examples of Relevant Information Informing Consumer Choice ¾ The Costs of Switching Providers ¾ The Gains of Switching Providers ¾ Technological Tools to Monitor and Evaluate Plans 12 Other Issues ¾ Formatting and Display of Consumer Information ¾ Technological Tools ¾ Resolving Disputes ¾ Addressing the Needs of Persons with Disabilities ¾ Consumer Education 13 Empowering Consumers By Enhancing Sufficient Access to Relevant Information About Communications Services