Office of the Ohio Consumers' Counsel

Media Center

Contact: Ryan Lippe
(614) 466-7269

OCC concerned about Cincinnati Bell plan to limit white pages distribution

COLUMBUS, Ohio – January 6, 2009 – A plan by Cincinnati Bell to limit distribution of its printed white pages telephone directories is of concern to the Office of the Ohio Consumers’ Counsel (OCC), the residential utility consumer advocate. In a filing to be made today at the Public Utilities Commission of Ohio (PUCO), the OCC will seek consumer protections to ensure that residential consumers who want or need a printed directory continue to be able to receive one free of charge.

Under Ohio’s Minimum Telephone Service Standards, local telephone companies are required to provide either free white pages telephone directories or free directory assistance to residential consumers. White pages directories must include basic information, including facts about emergency 9-1-1 services, customer rights, income-eligible bill payment assistance and how to handle obscene or harassing calls. Cincinnati Bell has asked for a waiver of that requirement and has proposed a plan to focus on an electronic directory through its Web site and supply printed directories only upon request.

“Many residential consumers have relied on the white pages for decades,” said Janine Migden- Ostrander, Consumers’ Counsel. “While some customers may have little need for a printed directory, Cincinnati Bell’s plan to limit distribution only to those who request a directory is too restrictive. Instead, there should be consumer protections in place so that all customers will continue to receive a directory unless they instruct the company that they do not need a copy.”

The OCC recommends that Cincinnati Bell be required to conduct an “opt out” campaign that would prominently notify customers that they can request to not receive a telephone directory. New customers should also be notified that a directory would be provided unless they opt out.

The OCC also is concerned because Cincinnati Bell’s preferred method of distributing directories would be through customer visits to its retail stores. The OCC seeks to ensure that customers who wish to receive a copy through the mail could do so at no charge.

About the Office of the Ohio Consumers' Counsel

The Office of the Ohio Consumers' Counsel (OCC), the residential utility consumer advocate, represents the interests of 4.5 million households in proceedings before state and federal regulators and in the courts. The state agency also educates consumers about electric, natural gas, telephone and water issues and resolves complaints from individuals. To receive utility information, brochures, schedule a presentation or file a utility complaint, residential consumers may call 1-877-PICKOCC (1-877-742-5622) toll free in Ohio or visit the OCC Web site at www.pickocc.org.