CAC Approves Truth-in-Billing Resolution

The FCC Consumer Advisory Committee approved recommendations to the agency by its Truth-in-Billing (TIB) Working Group. CAC was also warned that scam robocalls are evolving under COVID-19 and consumers need to be vigilant. Members met virtually Monday.

WG leaders read from the recommendations, which the FCC didn't immediately release, following standard protocol. “Continue to examine consumer complaints, and if there is evidence of significant consumer complaints related to interconnected VoIP, the commission could consider a new truth-in-billing public notice regarding the applicability of adding interconnected VoIP to rules in the future,” said the statement approved by CAC. Consider revising the consumer intake form and online portal to gather more detail on consumer billing complaints, the resolution said. CAC also sought a new working group to look at TIB issues in more detail.

There was no debate. Members from the National Association of State Utility Consumer Advocates and Massachusetts Department of Telecommunications and Cable voted no. The groups didn't comment after.

Consumer and Governmental Affairs Bureau Associate Chief Eduard Bartholme said robocall scams continue to evolve in the pandemic, and the FCC is trying to keep up. “Early on, the scams focused on testing, … bogus cures, health insurance plans,” he said. “By week two and three, the scams were pivoting to be more focused on financial fears, so it was student loan relief, government grants, misinformation about the relief checks that were being discussed in Congress at the time.”

Public Safety Bureau Operations and Emergency Management Division Acting Chief Justin Cain said the FCC has met weekly with network operators since March 3 on how their networks are doing and on whether they need agency support. “Our concern was whether these networks would be able to hold up as more and more people began working and staying at home,” Cain said: “We have our own mechanisms in house to determine the status of networks nationwide, but we also like to get it from the horse’s mouth.” He's “impressed with the way industry is managing nationally,” and said issues have been “minor.” Speakers on a podcast released Monday said similar, including FCC Chairman Ajit Pai.

Staff outlined special temporary authority that gave providers access to additional spectrum during the pandemic. “We’ve been busy,” said Charles Mathias, Wireless Bureau associate chief: “We’ve granted, to date, approximately 200 STAs," renewable in 60 days.

Consumer Federation of America's Irene Leech asked whether the FCC is communicating with consumers on spectrum. Officials said they primarily rely on social media.

CAC members also got an update on waivers the FCC has issued under the E-rate Rural Health Care programs. CFA's Susan Grant asked what happens when the FCC waiver of gift rules for programs expires Sept. 30 (see 2003180054). “As of now,” without another extension, recipients “would either have to start paying, stop getting the service or file a waiver request,” said Adam Copeland, Wireline Bureau associate chief. Other waivers are possible if the pandemic continues into the latter part of the year, he said: “This is a constantly evolving situation,” he said: “The commission is looking at its rules very regularly. … The commission is not just going to let these things expire and do nothing else.”

Leech said the commission needs to be aware that, for many, broadband service is terrible. Leech said she can barely work at home now, even though she pays $177 monthly. The first month after lockdown, she went over her allotment and was billed an additional $100, she said. “The whole bill, for a system that wasn’t adequate, was $277 and I share that as an example of what consumers are dealing with and the frustrations that we feel.”