Establishes consumer protection provisions for customers of internet service providers for service outages
Impact
The proposed changes would amend Chapter 436 of Missouri's Revised Statutes, introducing a clear mechanism for compensating consumers for significant service interruptions. By ensuring that customers are reimbursed for outages that extend beyond the stipulated time frame, the bill aims to create more accountability and reliability among ISPs. This change can potentially improve customer satisfaction while incentivizing ISPs to maintain a more robust service infrastructure. Importantly, failure to comply with these provisions would be deemed unlawful, allowing consumers to seek enforcement from the attorney general, thus elevating the protections afforded to them under state law.
Summary
House Bill 238 seeks to enhance consumer protection for subscribers of internet service providers (ISPs) in Missouri. The bill mandates that any contract made between an ISP and a subscriber after August 28, 2023, must include a provision for automatic reimbursement for service outages lasting longer than 24 continuous hours, unless the outage is caused by the subscriber. The reimbursement can take the form of a credit or refund and must be prorated relative to the billing period affected by the outage. Additionally, ISPs are required to maintain records of subscriber service outages for at least 180 days and make these records accessible to both subscribers and the attorney general.
Sentiment
Overall, the sentiment surrounding HB 238 appears to be positive among consumer advocacy groups, as it addresses a significant consumer grievance—service outages without compensation. Those in favor of the bill highlight its potential to empower consumers and hold service providers accountable. Conversely, some ISPs may view this legislation as a regulatory burden that could lead to increased operational costs or complexities in service delivery. Nevertheless, the predominant sentiment among consumer advocates is one of support, emphasizing a long-overdue enhancement of consumer rights in the digital marketplace.
Contention
Debate on HB 238 may center around the operational implications for internet service providers who will need to implement these new systems for tracking outages and processing reimbursements. Notable points of contention could include concerns from ISPs regarding the potential for increased operational expenses and the possible challenges in accurately tracking and reporting outages. Furthermore, discussions might arise about the practicality of enforcing compliance and whether the measures proposed are sufficient to address the wide-ranging issues associated with service reliability in the industry.
Enacts the "internet service outage consumer protection act"; requires every internet service provider operating in this state to issue a prorated bill credit to consumers for any internet service outage lasting more than one hour.
Enacts the "internet service outage consumer protection act"; requires every internet service provider operating in this state to issue a prorated bill credit to consumers for any internet service outage lasting more than one hour.