PUC’s Lifting of Phone Rules Hurts Consumers

The decision by the California Public Utilities Commission to suspend the consumer protection rules that would have covered both conventional and cellular phones is bad business and bad policy (“PUC Shelves Phone Rules,” Jan. 28).

I talk to people every day who complain of cellular service bills being incredibly complicated and of contracts written in English.

Many I work with speak limited or no English and are heavily dependent upon local, national and international phone communication to maintain contact with family and friends spread across the nation and in home countries. Unfortunately, their level of need, combined with a poor understanding of English, also makes them particularly vulnerable to the deceptive sales practices of many telecommunications providers.

As a result of unclear and sometimes unfair contracts, both of which could be addressed by the implementation of the rules included in the telecommunications “bill of rights,” I have seen many bills amounting to $500 or more. The rules included in the bill of rights would have alleviated some of the problems faced by consumers and helped to level the playing field -- a bit -- between telecommunication carriers and consumers.

If contracts were clear, consumers would better understand the limitations of their plans and the consequences of not abiding by the rules and would be happier with the service provided by their carriers. Telecom carriers would spend less time with outraged and frustrated consumers (and their advocates) explaining what should have been clearly articulated in contracts, in the language the consumer reads.

Anne Montesano

Consumer Advocate

Central American Resource Center

Los Angeles