Introduction
This Commission proceeding addresses the special needs of California phone customers who don’t speak fluent English. In its first phase, the Commission agreed with DRA and created rules that required telephone service providers to offer customer support in all languages they market in. Phone companies are also given a choice of other options for providing in-language support to Low English Proficiency (LEP) customers.
Phase II of the proceeding will focus on how to better protect these limited English speakers from fraud. In October 2007, the Commission requested public comment on how phone companies that market in non-English languages should tell their LEP customers about fraud dangers, whether and how complaints and customer language preferences should be tracked, and whether market trials should be exempt from in-language rules. DRA continues to advocate greater protections for customers who are not fluent in English. The docket is R. 07-01-021.
About
Commissioner Assigned: Michael R. Peevey on January 17, 2007
ALJ Assigned: Richard Smith on March 26, 2007
Filer Requested Category:
Preliminary Category: Quasi-legislative
Commission Designated Category:
Filed By: CPUC-TELECOMMUNICATIONS COMPANIES