Broadband Labels Procedure

Broadband Labels Procedure

1. INTRODUCTION

This Broadband Labels Procedure (Procedure) outlines Alma Telephone Company, INC.’s (ATC) broadband label procedures in compliance with the broadband labels regulations adopted by the Federal Communications Commission (FCC) on November 14, 2022, in the Empowering Broadband Consumers Through Transparency Order.

1. PURPOSE

The purpose of this Procedure is to establish clear guidelines and procedures for displaying, distributing, documenting, and archiving broadband consumer labels in accordance with FCC mandates.

III. DEFINITIONS

2. Broadband Consumer Label – A label designed to provide clear, easy-to-understand, and accurate information about the cost and performance of high-speed internet services. Modeled after the FDA nutrition label, a broadband label is intended to help consumers comparison shop for an internet service plan.
3. Point of Sale – The moment a consumer begins to investigate and compare broadband service plans available to them through a website, in a retail office, or over the phone.
4. Alternate Sales Channel – A point of sale other than a website through which service is sold, including a retail office or over the phone.
5. Online Account Portal – Generally, online account portals are websites where customers of a specific business can access their account information, current and previous billing statements, specific service offers, account notifications, etc. Customers can often pay their bills or communicate with customer service through a business account portal.
6. PROCEDURE
7. Consumer Access to Broadband Label
8. ATC Website
   1. The labels will be displayed on ATC’s primary advertising webpage, which identifies the plans available to the customer.
   2. The labels will be displayed on the website in close proximity to the respective broadband plan.
   3. The labels must be prominently displayed on any type of device on which consumers may access and view a label, including mobile devices.
9. ATC Alternate Sales Locations – Retail Stores and Over the Phone

The label must be made available to consumers at the point of sale, including all ATC retail locations and over the phone.

1. In distributing the labels at retail locations:
   1. If ATC staff can ensure an internet connection at the retail store or the customer’s home or mobile device, ATC staff will direct the customer to the label in the following ways:
      1. Directing the customer to the specific web page on which the label appears on our website in the retail store;
      2. Providing the customer with a link to our website by text or email; or
      3. Providing a printed URL or QR Code (NOTE: If, however, the customer does not have Internet access at home or mobile device, ATC staff must ensure that the customer can use the printed URL or QR code in the retail store).
   2. If ATC staff cannot ensure an internet connection at the storefront, or the customer’s home or mobile device, ATC staff will direct the customer to the label in the following way:
      1. Providing the customer with a printed copy of the label.

1. In distributing the labels over the phone:
   1. If ATC can ensure an internet connection at the customer’s home or mobile device, ATC will direct the customer to the label in the following ways:
      1. Providing the customer with a link to our website by text or email;
      2. Providing the URL for our website verbally; or
      3. Providing a printed URL or QR Code.
   2. If ATC cannot ensure an internet connection at the customer’s home or mobile device, ATC will direct the customer to the label in the following ways:
      1. Directing the customer to a retail store with an internet connection and directing the customer to the specific web page on which the label appears on our website in the store;
      2. Reading the label over the phone (NOTE: ATC staff who choose to read the label over the phone must read the entire label to the customer over the phone); or
      3. Providing the customer with a printed copy of the label.
   3. Consumers with disabilities must be given access to the label.

1. ATC Online Account Portal
   1. ATC will provide each customer who has a registered online account with electronic access to the label associated with their respective service plan.
2. ATC Documentation and Archiving of Broadband Label
3. ATC must establish business practices and training materials for distributing the label through alternate sales channels.
   1. ATC will retain this Procedure as our business practice documentation and training material for two (2) years.
   2. ATC will provide this Procedure to the FCC within thirty (30) days upon request.

2. ATC will remove a label from all points of sale when a broadband plan is no longer available to new consumers (i.e., grandfathered plan).
   1. ATC will archive the label for a minimum of two (2) years after the label is removed and the service plan is no longer offered to customers.
   2. ATC will provide the archived label to the Commission within thirty (30) days upon request.
   3. ATC will provide the archived label to an existing customer with the associated service plan within thirty (30) days upon request.

1. RESPONSIBILITY

This Procedure applies to ATC employees.

This Procedure may undergo revision. Changes must be documented and tracked using the Record of Changes below.