To provide consumers with information to help them make informed choices when selecting wireless service, to help ensure that consumers understand their wireless service and rate plans, and to continue to provide wireless service that meets consumer’s needs, the CTIA and the wireless carriers that are signatories below have developed the following Consumer Code. The carriers that are signatories to this Code have voluntarily adopted the principles, disclosures, and practices here for wireless service provided to individual consumers.
THE WIRELESS CARRIERS THAT ARE SIGNATORIES TO THIS CODE WILL:
1: DISCLOSE RATES AND TERMS OF SERVICE TO CONSUMERS
Kaptel will make available to consumers in collateral or other disclosures at point of sale and web sites, the following information: (a) the calling area for the plan; (b) the monthly access fee or base charge; (c) the number of airtime minutes included in the plan; (d) any nights and weekend minutes included in the plan or other differing charges for different time periods and the time periods when nights and weekend minutes or other charges apply; (e) the charges for excess or additional minutes; (f) per-minute long distance charges or whether long distance is included in other rates; (g) per-minute roaming or off-network charges; (h) whether any additional taxes, fees or surcharges apply; (i) the amount or range of any such fees or surcharges that are collected and retained by the carrier; (j) whether a fixed-term contract is required and its duration; (k) any activation or initiation fee; and (l) any early termination fee that applies and the trial period during which no early termination fee will apply.
2. MAKE AVAILABLE MAPS SHOWING WHERE SERVICE IS GENERALLY AVAILABLE
Kaptel will make available at point of sale and on their web sites maps depicting approximate voice service coverage applicable to each of their rate plans currently offered to consumers. To enable consumers to make comparisons among carriers, these maps will be generated using generally accepted methodologies and standards to depict the Carrier’s outdoor coverage. If necessary to show the extent of service coverage available to customers from Carrier’s roaming partners, carriers will request and incorporate coverage maps from roaming partners that are generated using similar industry-accepted criteria, or if such information is not available, incorporate publicly available information regarding roaming partners’ coverage areas.
3. PROVIDE CONTRACT TERMS TO CUSTOMERS AND CONFIRM CHANGES IN SERVICE
When a customer initiates service with Kaptel or agrees to a change in service whereby the customer is bound to a contract extension, Kaptel will provide or confirm the material terms and conditions of service with the subscriber
4. ALLOW A TRIAL PERIOD FOR NEW SERVICE
Kaplan Telephone Company, Inc. dba (“Kaptel”) values our relationship with you and offers an exchange policy for the equipment you purchased directly from Kaptel or a 14 day service trial period without early termination fee.
Equipment Exchange – If the equipment you purchased does not meet your expectations simply return it to the store before close of business the following business day after the date you purchased the equipment to qualify for an exchange. All equipment returned must be in like new condition and all components including (device, battery, charger, manual, box and software) must be returned in order for you to receive all credit due, and any equipment not returned or returned in less than like new condition may result in additional charges. You will be responsible for the cost of the new equipment plus a $25.00 activation fee. Kaptel’s policy allows you to exchange equipment only one time per number per agreement. The equipment exchange policy does not alter your subscribed services. If you elect to take advantage of our equipment exchange policy the 14 day trial period is no longer a valid option and you will be charged an early termination fee if you disconnect services before your agreement end date.
Service Trial – Kaptel also offers a penalty free service trial period of 14 calendar days from the activation date when applying for new service. If the services you subscribed to do not meet your expectations you may return the equipment purchased for a refund before the close of business on the 14th calendar day after activation and avoid an early termination fee of $ 200.00. All equipment returned must be in like new condition and all components including (device, battery, charger, manual, box and software) must be returned by close of business in order for you to receive all credit due. Any equipment not returned or returned in less than like new condition may result in additional charges. This trial applies only to a new customer activating a new number on a Kaptel qualifying rate plan. This trial for service is not extended to add on numbers on existing accounts or customers and Kaptel Partner rate plans are limited to no more than 4 devices per account when activating a qualifying host rate plan. This service trial period is only available once per calendar year per customer. You will be responsible for all applicable fees including but not limited to activation, prorated access charges, taxes, surcharges and any other charges through the termination date.
You will receive multiple bills prior to all charges being billed and if you paid a security deposit it may take up to 120 days to process the return of your deposit. The charges for serviced used on the account before the service termination date will be applied against the security deposit.
These terms and conditions are subject to change without notice.
5. PROVIDE SPECIFIC DISCLOSURES IN ADVERTISING
In advertising of prices for wireless service or devices, Kaptel will disclose material charges and conditions related to the advertised prices, including if applicable and to the extent the advertising medium reasonably allows: (a) activation or initiation fees; (b) monthly access fees or base charges; (c) any required contract term; (d) early termination fees; (e) the terms and conditions related to receiving a product or service for “free;” (f) the times of any peak and off-peak calling periods; (g) whether different or additional charges apply for calls outside of the Kaptel’s network or outside of designated calling areas;(h) for any rate plan advertised as “nationwide,” (or using similar terms), Kaptel will have available substantiation for this claim; (i) whether prices or benefits apply only for a limited time or promotional period and, if so, any different fees or charges to be paid for the remainder of the contract term; (j) whether any additional taxes, fees or surcharges apply; and (k) the amount or range of any such fees or surcharges collected and retained by Kaptel.
6. SEPARATELY IDENTIFY CARRIER CHARGES FROM TAXES ON BILLING STATEMENTS
On customers’ bills, Kaptel will distinguish (a) monthly charges for service and features, and other charges collected and retained by the carrier, from (b) taxes, fees and other charges collected by the carrier and remitted to federal state or local governments. Kaptel will not label cost recovery fees or charges as taxes.
7. PROVIDE CUSTOMERS THE RIGHT TO TERMINATE SERVICE FOR CHANGES TO CONTRACT TERMS
Kaptel will not modify the material terms of subscribers’ contracts in a manner that is materially adverse to subscribers without providing a reasonable advance notice of a proposed modification and allowing subscribers a time period of not less than 14 days to cancel their contracts with no early termination fee.
8. PROVIDE READY ACCESS TO CUSTOMER SERVICE
Customers will be provided a toll-free telephone number to access Kaptel’s customer service during normal business hours. Customer service contact information will be provided to customers online and on billing statements. Kaptel will provide information about how customers can contact Kaptel in writing, by toll-free telephone number, via the Internet or otherwise with any inquiries or complaints, and this information will be included, at a minimum, on all billing statements, in written responses to customer inquiries and on Kaptel’s web site. Kaptel will also make such contact information available, upon request, to any customer calling the Kaptel’s customer service departments.
9. PROMPTLY RESPOND TO CONSUMER INQUIRIES AND COMPLAINTS RECEIVED FROM GOVERNMENT AGENCIES
Kaptel will respond in writing to state or federal administrative agencies within 30 days of receiving written consumer complaints from any such agency.
10. ABIDE BY POLICIES FOR PROTECTION OF CUSTOMER PRIVACY