Summary of Key Decision Points

Within six months of the date of this decision, all Internet service providers that provide retail fixed broadband Internet access service are expected:

• to ensure that contracts and related documents clearly explain, to all customers;
  • the services included in the contract,
  • any limits on the use of those services that could trigger overage charges,
  • the minimum monthly charge for services included in the contract,
  • information on where customers can find information on rates for overage charges, and
  • whether or not there is a maximum data overage charge that might be incurred in a monthly billing cycle, and if so, the amount of that maximum charge.
• to provide account management tools that enable customers to monitor their data usage; and
• to provide plain-language information on the data usage associated with common online activities.

The above-noted information and tools should also be accessible to customers with disabilities.

All providers of retail fixed broadband Internet access services must notify residential and small business customers who have incurred overage charges of where they can find information about:

• the account management tools offered,
• the data usage associated with common online activities, and
• alternative plans that may better suit the customer’s needs.

Customers should be able to opt out of these notifications at any time. Such notifications must be provided each month in which a customer incurs data overage charges, unless the customer opts out of receiving such notifications.