CTIA–The Wireless Association® and the wireless industry are dedicated to providing customers with the highest quality products and services to meet their diverse and changing demands. We believe we can best accomplish this goal with a regulatory framework that allows for unhindered competition. During the Clinton Administration, whether it was Chairman Reed Hundt or William Kennard, the Federal Communications Commission’s (FCC) consciously supported a light regulatory touch for wireless, because they believed this would lead to what we have now –the most competitive and innovative industry in the world. This has also led to companies adopting numerous pro-consumer practices, which are working. In June 2010, the FCC released a survey that confirmed what numerous other third-party surveys have found: 92 percent of American consumers are satisfied with their wireless service.

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.” Since it was developed in 2003 and updated in 2010 and 2011, the Code has been nationally recognized as the standard to help consumers make informed choices when selecting their wireless service. Carrier signatories must adhere to its 11 consumer protection standards, including commitments to disclose rates, additional taxes, fees, surcharges and terms of service; provide coverage maps; make customer service readily accessible; allow a trial period for new service; and provide free usage alerts to avoid unexpected overage charges. While adherence to the Code is voluntary, CTIA carrier members certify their compliance annually and many far exceed its baseline standards.

CTIA supports establishment of a national wireless consumer framework that would build on the industry’s current pro-consumer practices, which will continue to foster the innovation in the fast-changing wireless ecosystem. Consumers will be best served if government action remains at the national level with states allowed to take appropriate action only when relative to their laws of general applicability.

In the absence of harmful prescriptive regulation, wireless customer satisfaction continues to climb.

• Whether it’s the FCC’s Consumer Survey, American Consumer Satisfaction Index or the Better Business Bureau report, consumers are pleased with the U.S. wireless industry. Due to the long-standing and flexible regulatory policies and intense industry competition, our mobile consumers have numerous choices and tremendous value.

U.S. wireless consumers enjoy unparalleled value, choices and service options.

• According to a Bank of America Merrill Lynch report, U.S. consumers pay the lowest price per minute and use the largest number of minutes per month out of all the Organisation of Economic Cooperative Development countries. Today, about 96 percent of Americans 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.

As usage and technology evolve, carriers are providing customers with a range of service options.

• The industry continues to develop tools to keep customers informed about their level of usage of voice, text or data to ensure positive customer experiences. When there are concerns raised by consumers, the Better Business Bureau reports that 97.4 percent of them are resolved. According to FCC data, overall wireless-related complaints fell 4 percent from 2008-2009. The wireless industry wants to keep all customers happy, which is why we are concerned that prescriptive and costly rules that limit the creative offerings and competitive nature may threaten to offset these positive trends.

Click here to download the Consumer Protection Standards overview