With the Broadband Consumer Labels deadline approaching, many providers are seeking clarity on the updated guidelines and implementation. Since the FCC mandate has changed since its initial approval, let’s explore the specifics. You can read the entire FCC clarification order here.
https://docs.fcc.gov/public/attachments/FCC-23-68A1.pdf
The FCC’s mandate requires that every broadband service provider create and prominently display an accurate broadband consumer label for each broadband service they offer. Previously, it was acceptable to provide access to a Broadband Facts Label via a clickable link.
Now these labels must be directly embedded within the ISP’s webpage where services are advertised. This shift ensures that consumers no longer need to navigate away from the service page to understand the full costs and features of their internet services, thereby simplifying decision-making and enhancing transparency.
Broadband Label Genie customers need not worry, however, as HTML versions of these labels are retrievable via API and dynamically integrated into customer sales portals. This development is not just about compliance but about enhancing the consumer experience, ensuring that essential information is immediately accessible.
The FCC now requires that each customer’s label be easily accessible within their online account portal. This requirement guarantees that consumers can readily access accurate information about the services and prices they are paying at any time. This measure not only supports transparency but also empowers consumers to verify their service agreements and costs actively.
The FCC has clarified that all advertised internet services must include a clearly visible label in any sales material—whether online, in print, or broadcast—emphasizing the need for transparency.
The FCC has also provided clarifications which are crucial for ISPs that manage large-scale contracts, particularly those negotiated independently for enterprises supporting essential services like healthcare and education. These enterprise rates, especially when part of state or federal programs, are exempt from the labeling requirements, acknowledging the unique nature of these agreements. However, other commercial products still require a label.
Initially, the FCC required ISPs to document every interaction where labels were provided to customers, a mandate that proved to be impractical. The updated regulation now requires this documentation only where feasible, such as in automated online sales flows. In more traditional sales processes, ISPs must retain instructional materials and collateral that demonstrate compliance with the policy of sharing labels, for a duration of two years.
This adjustment is a relief for ISPs, as it reduces the clerical load on sales staff and allows them to focus more on customer service rather than regulatory compliance.
One of the more complex aspects of the FCC’s mandate involves how ISPs handle optional add-ons and location-specific charges. The updated rules stipulate that all optional line items, if location-specific, require a new label and a corresponding Plan ID. This ensures that consumers are aware of all potential costs upfront, reducing the likelihood of surprises on their bills. It also keeps labels clean so that if the service is not available in a certain location, it is not shown on the label for that specific location.
For bundled services, ISPs must clarify additional service details through the ISP’s website, linked directly from the label. This approach helps maintain the clarity of internet service offerings while providing comprehensive information on bundled services like VoIP or OTT video services. Historical price points and bundles are also not exempt.
There were also concerns about how to handle additional fees within the label. The FCC has clarified that service providers must itemize all fees added to base monthly prices, including those related to government programs such as universal service and regulatory fees. This approach will ensure that consumers understand both the total cost of service and the detailed breakdown of those costs, enabling effective budgeting and comparison shopping between plans and providers. Clear itemization on the label empowers consumers to make informed purchasing decisions.
Navigating these new regulatory landscapes can be daunting for ISPs, especially with the detailed requirements on label presentation and documentation. ETI Software’s Broadband Label Genie takes the burden from providers by dynamically updating its solution in real-time based on FCC mandates. This ensures ISPs are always in compliance and allows them to focus on core business activities such as improving service quality and customer satisfaction. To get started, visit www.broadbandfacts.ai or reach out at info@broadbandfacts.ai today!
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