Consumer Protection Standards  

CTIA Position:
CTIA-The Wireless Association® and the wireless industry have been strong advocates for consumer protection.  Our members are dedicated to providing wireless customers with the highest quality products and services to meet their broad and diverse demands. 

To ensure consumers have a baseline set of uniform expectations and access to the information they need to make educated decisions about their wireless service, service providers comply with the Wireless Consumer Code. While the wireless industry has clearly proven its commitment to consumer protection, we also support the establishment of a national wireless consumer framework which would build upon the many pro-consumer practices that already exist. 

We look forward to working with Members of Congress, the Federal Communications Commission (FCC), the Administration, the National Conference of State Legislatures (NCSL), National Association of Attorneys General (NAAG), National Association of Regulatory Utility Commissioners (NARUC), consumer advocates and other influentials to create and develop this national wireless consumer framework.

Key Points:

• Carriers Serving More than 93% of U.S. Wireless Consumers have implemented the Wireless Consumer Code. All of the country’s major wireless carriers and most regional and local wireless service providers have committed to the voluntary “Consumer Code for Wireless Service.” It’s the industry’s effort to help consumers make informed choices when selecting and managing their wireless service. The Code’s signatories must adhere to its 10 points, including commitments to disclose rates, additional taxes, fees, surcharges and terms of service; provide coverage maps; make customer service readily accessible; and allow a trial period for new service. While adherence to the Code is voluntary, CTIA carrier members certify their compliance annually and in many ways far exceed the Code’s standards.
• Wireless Customer Satisfaction Continues to Climb.
  American Customer Satisfaction Index (ACSI) and Consumer Reports have noted that the wireless industry has high consumer satisfaction. ACSI found a record high 69% of wireless users were satisfied in the first quarter of 2009. In addition, the January 2009 issue of Consumer Reports magazine found that after surveying almost 52,000 consumers, “60% of readers were completely or very satisfied with their service” as a result of carriers increasing call quality, reducing connectivity issues, ending the policy to extend contracts when subscribers make changes to their plans and prorating early termination fees (ETFs).
• U.S. Wireless Consumers Enjoy Unparalleled Value, Choices and Service Options.
  Merrill Lynch reports that U.S. consumers pay the lowest cost-per-wireless minute, while enjoying the highest minutes-of-use, of 26 countries it tracked in the Organisation for Economic Development Cooperation. More than 95% of the U.S. population can choose from at least three competing wireless carriers, and at least 33 companies manufacture more than 630 different handsets and wireless devices for the U.S. market. Wireless carriers have also responded to consumer demand by pro-rating early termination fees and providing a vast array of service plan and contract options, including pre-paid, post-paid and non-contract plans.
• Wireless Carriers Offer Parental Tools and Information to Help Keep Children Safe in a Mobile Environment.
  U.S. wireless carriers offer a variety of service plans, tools and educational materials to help parents manage their children’s wireless experience. Wireless subscribers can get more information on specific parental controls and monitoring tools that are available by contacting their mobile service provider. With support from the industry, The Wireless Foundation has launched several national education initiatives, including the Get Wise About Wireless and Wireless Online Safety programs, designed to aid parents in teaching their children about responsible wireless behavior and safety. In addition, CTIA and its member companies have established Wireless Content Guidelines to provide a uniform baseline measurement for carriers to rate content so that consumers can determine whether it is suitable for their children.