Refunds for Network Outages Required in Luján Bill
U.S. Senator Ben Ray Luján (D-NM), has introduced the Outage Refund Guarantee Act, legislation to ensure consumers are “fairly compensated” for the time they are without network services. The Outage Refund Guarantee Act would require telephone, internet, cable, and DBS providers to issue credit for any service outage lasting more than four hours.
“In today’s world, reliable phone, internet, and cable are no longer a convenience, but rather a necessity for everyday life,” said Luján, the Ranking Member of the Senate Commerce Committee’s Subcommittee on Telecommunications and Media. “When an outage hits, it leaves thousands without the service they rely on for work, safety, and daily life. If you pay for a service, that’s what you should be getting.”
Specifically, the Outage Refund Guarantee Act:
- Requires providers (cable, DBS, Internet, and telephone) to issue credit for any service outage lasting more than four hours. The credit is equal to 1/30 of the monthly bill for every period of four hours or more. Credits will be applied automatically to the consumer’s account, without the need for the consumer to take any action.
- Requires the FCC to issue rules extending customer service requirements to DBS, voice, and broadband service providers, including requirements that customer service is accessible for those with disabilities.
- Requires the FCC to issue rules requiring providers to maintain recordings of customer service calls for not less than one year and to release those recordings to a customer upon that customer’s request.
- Bans “skip waiting” service fees.
- Requires the FTC to issue rules with respect to telephone, internet, DBS and cable providers to implement standards for missed service appointments.
- Requires the FTC to issue rules with respect to telephone, internet, DBS and cable providers to assess the burden of returning equipment for those with disabilities and/or non-drivers.
By Leslie Stimson, Inside Towers Washington Bureau Chief
