Bill shock is the sudden and unexpected appearance of overage charges on wireless bills. Cramming is the practice of placing unauthorized, misleading or deceptive charges on telephone bills. The workshop educated consumers about how to protect themselves from both of these problems, and included a discussion of policies addressing these issues.

Panel discussions included experts from industry, consumer organizations, and the states. Topics included usage alerts, specific consumer experiences, differences between the wireline and wireless consumer experience, and potential regulatory fixes. The program concluded with a discussion on industry measures to help consumers, and included an opportunity for consumers to ask questions.

AGENDA
 
9:00 a.m.-9:05 a.m.—Welcoming Remarks 
  • Kris Monteith, Acting Chief, Consumer and Governmental Affairs Bureau, Federal Communications Commission
 
9:05 a.m.-9:15 a.m.—Define Bill Shock and How It Occurs
  • Michael Carowitz, Acting Deputy Chief, Consumer and Governmental Affairs Bureau, Federal Communications Commission
 
9:15 a.m.-9-25 a.m.—Voluntary Industry Code
  • Michael Carowitz, Acting Deputy Chief, Consumer and Governmental Affairs Bureau, Federal Communications Commission
  • Chris Guttman-McCabe, Vice President of Regulatory Affairs, CTIA: The Wireless Association
9:25 a.m.-10:05 a.m.—Panel: Bill Shock—What Consumers Can Do To Protect Themselves, Industry Efforts
 
Moderator
  • Michael Carowitz, Acting Deputy Chief, Consumer and Governmental Affairs Bureau, Federal Communications Commission

Panelists

  • Dave Charles, Director of Legal Affairs, T-Mobile
  • Kimberly N. Darrin, Director, Public Policy, AT&T Services, Inc. 
  • Delara Derakhshani, Policy Counsel, Consumers Union
  • Marti Doneghy, Senior Legislative Representative, Financial Security and Consumer Affairs Team, AARP 
  • Jerry Karnick, Staff Vice President/Deputy General Counsel, Verizon Wireless
  • Charles W. McKee, Vice-President, Government Affairs, Federal & State Regulatory, Sprint Nextel Corporation
10:05 a.m.-10:15 a.m.—Break 
 
10:15 a.m.-10:25 a.m.—Define Cramming/Describe FCC Requirements
  • Mark Stone, Deputy Chief, Consumer and Governmental Affairs Bureau, Federal Communications Commission
10:25 a.m.-11:05 a.m.—Panel: How Cramming Occurs and What Consumers Can Do To Protect Themselves, Industry Efforts
 
Moderator
  • Mark Stone, Deputy Chief, Consumer and Governmental Affairs Bureau, Federal Communications Commission
Panelists
  • Delara Derakhshani, Policy Counsel, Consumers Union
  • Coralette Hannon, Senior Legislative Representative, Government Relations and Advocacy, AARP
  • Malini Mithal, Assistant Director, Division of Financial Practices, Federal Trade Commission (FTC), Bureau of Consumer Protection 
  • Chris Paulen, Vice President, Communications Lifecycle Management and Telecom Expense Management, Dimension Data
  • Glenn Reynolds, Vice President for Policy, US Telecom Association
 
11:05 a.m.-11:15 a.m.—Break 
 
11:15 a.m.-12:05 p.m.—Panel: Wireless Cramming Issues and Cramming Further Notice of Proposed Rulemaking
 
Moderator
  • Mark Stone, Deputy Chief, Consumer and Governmental Affairs Bureau, Federal Communications Commission
Panelists
  • Jim Chilsen, Director of Communications, Illinois Citizens Utility Board
  • Delara Derakhshani, Policy Counsel, Consumers Union 
  • Craig F. Graziano, Chair, Consumer Protection Committee, National Association of State Utility Consumer Advocates (NASUCA)
  • Michael F. Altschul, Senior Vice President and General Counsel, CTIA: The Wireless Association
  • Anna Henningsgard, Vice President of Operations, WMC Global (on behalf of CTIA)
  • Greg Van Allen, Vice President of Operations, Aegis Mobile  (on behalf of CTIA)
  • Kate Whelley McCabe, Vermont Assistant Attorney General
  • Malini Mithal, Assistant Director, Division of Financial Practices, FTC Bureau of Consumer Protection
 
12:05 p.m.-12:15 p.m.—Closing Remarks
  • Kris Monteith, Acting Chief, Consumer and Governmental Affairs Bureau, Federal Communications Commission