§ 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) Carriers that place on their telephone bills charges from third parties
   for non-telecommunications services must place those charges in a distinct
   section of the bill separate from all carrier charges. Charges in each
   distinct section of the bill must be separately subtotaled. These separate
   subtotals for carrier and non-carrier charges also must be clearly and
   conspicuously displayed along with the bill total on the payment page of a
   paper bill or equivalent location on an electronic bill. For purposes of
   this subparagraph “equivalent location on an electronic bill” shall mean any
   location on an electronic bill where the bill total is displayed and any
   location  where  the bill total is displayed before the bill recipient
   accesses the complete electronic bill, such as in an electronic mail message
   notifying the bill recipient of the bill and an electronic link or notice on
   a Web site or electronic payment portal.

   (4) 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.

   (f) Blocking of third-party charges. (1) Carriers that offer subscribers the
   option to block third-party charges from appearing on telephone bills must
   clearly and conspicuously notify subscribers of this option at the point of
   sale and on each carrier's Web site.

   (2) Carriers that offer subscribers the option to block third-party charges
   from appearing on telephone bills must clearly and conspicuously notify
   subscribers of this option on each telephone bill.

   [ 64 FR 34497 , June 25, 1999, as amended at  65 FR 43258 , July 13, 2000;  76 FR 63563 , Oct. 13, 2011;  77 FR 30919 , May 24, 2012;  77 FR 71354 , Nov. 30, 2012]

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Subpart Z—Prohibition on Exclusive Telecommunications Contracts

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

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