Cell-phone users' bill of rights.(View point: the consumers union perspective)

A year ago in this column, we detailed the growing problems that consumers face in the wireless phone industry Billing mistakes, dropped calls, poor reception. indifferent customer service, exorbitant contract termination fees--a long list of complaints eclipsed only by consumers' frustration that they weren't being heard.

But you didn't give up, and neither did we. More than 20,000 of you took action at EscapeCellHell.org, Consumers Union's Web site dedicated to improving cell-phone service, sending letters to federal regulators and your elected representatives asking them to fix the problems. You wrote to your cell-phone companies to demand better service. You asked the industry and legislators a simple question: Can you hear us now?

Apparently they are beginning to listen. Thanks to consumer pressure, cell-phone users can now take their phone number with them when switching companies, helping them to shop around for the best deal and service. And in response to a request from Consumers Union. publisher of CONSUMER REPORTS, the Federal Communications Commission recently released the number and type of customer complaints filed against the top cellular-service providers during 2003. Public complaint statistics help consumers make an informed choice when buying a cell-phone service and put pressure on the companies to shape up.

Most recently, California became the first state to pass a Telecommunications Bill of Rights, designed to make it easier for consumers to shop for a service, understand their bill, and get complaints handled. While the rule falls short in some areas, it is an important starting point in giving all cell-phone users basic protections against marketing and billing abuses. Among the provisions:

* A risk free 30-day trial period, during which a customer can cancel any new service contract without penalty. It gives the user time to see whether a phone ...