The Consumer Code for Wireless Service (CCWS) was agreed upon by the wireless industry through the Wireless Association, otherwise known as CTIA. While the CCWS lays a framework for consumer protection, it lacks any accountability and enforcement measures. It is simply a voluntary guideline for the wireless industry. In contrast, the Cell Phone Users Bill of Rights (CPUBOR) would provide consumers with legitimate protection under law, so as to hold the wireless industry accountable. The following side-by-side comparison shows the major differences between the CCWS and the CPUBOR.
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CTIA Consumer Code for Wireless Service (CCWS) |
Massachusetts Cell Phone Users Bill of Rights (CPUBOR) |
Disclosure |
Does not address uniformity in the presentation of this information. We need to have this information in tabular format enabling consumers to compare between carriers. It does not cover disclosure of additional taxes, fees, or surcharges either |
The CPUBOR would request the Department of Telecommunications and Energy (DTE) to establish a tabular uniform format, which the wireless carriers would be expected to present this information in. Best of all, the CPUBOR would require that all information be presented in at least 10 point font |
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Coverage Maps |
The CCWS only requires carriers to provide maps which depict coverage applicable to rate plans |
The CPUBOR requires that coverage maps contain “the maximum practicable level of granularity and shall be updated quarterly”. The CPUBOR will force wireless companies to provide street level maps of service, not only nationwide and regional maps |
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Contracts |
The CCWS states that carriers will “provide or confirm the material terms and conditions of service with the subscriber” when a contract extension occurs |
The CPUBOR is much more thorough in its protection of consumers from invalid and surprise contract extensions by limiting contracts to one year and requiring any contract extension be disclosed to the consumer 30 days before enactment, and must be confirmed by signature of the consumer. |
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Trial Periods |
The CCWS provides for a trial period of 14 days in which a customer can cancel service without suffering an early termination fee |
Consumers get 30 days after they receive their first bill to cancel service so as to make sure they are getting the service they were promised at the price they were promised. Also, with the exception fo airtime usage, all money is returned to the consumer |
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Charges vs. Taxes |
The CCWS calls for wireless carriers to “distinguish” between charges for taxes and regular charges |
Requires that charges for taxes be presented in a section independent of regular charges, and requires that this information be itemized |
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Changes to Contracts |
The CCWS calls for consumers to have no less than 14 days to cancel their contracts with no early termination fee |
Requires wireless carriers to notify consumers of changes 30 days in advance and allows the consumer to cancel service within this time frame with no early termination fee as well as a pro-rated refund on handsets |
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Customer Service |
The CCWS simply states that wireless carriers will provide medians for customers to contact them, it does not lay out any standards for response times |
The CPUBOR would allow the DTE to track customer service response times if they feel necessary to do so |
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Consumer Inquiries and Complaints |
The CCWS only requires wireless carriers to respond to government agencies not individual consumers |
The CPUBOR would require the Department of Telecommunications and Energy to establish complaint handling procedures which will hold wireless carriers accountable, and facilitate communication between wireless carriers and disgruntled consumers |
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411 Directory |
The CCWS simply requires that wireless carriers have a privacy policy. It does not address a 411 directory |
The CPUBOR requires wireless carriers to obtain express consent from consumers before including the consumers’ wireless number in any 411 directory or transaction. It also requires that this be a separate document and be signed and dated by the consumer |
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Accountability and Enforcement |
The CCWS is simply a voluntary agreement. The only incentive the companies have to comply is placement of a sticker on their products |
The CPUBOR would provide true accountability under law for wireless carriers to their customers |