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	<ns0:Description>
		<ns0:Id>20250AB__127195AMD</ns0:Id>
		<ns0:VersionNum>95</ns0:VersionNum>
		<ns0:History>
			<ns0:Action>
				<ns0:ActionText>INTRODUCED</ns0:ActionText>
				<ns0:ActionDate>2025-02-21</ns0:ActionDate>
			</ns0:Action>
			<ns0:Action>
				<ns0:ActionText>AMENDED_ASSEMBLY</ns0:ActionText>
				<ns0:ActionDate>2025-03-28</ns0:ActionDate>
			</ns0:Action>
			<ns0:Action>
				<ns0:ActionText>AMENDED_ASSEMBLY</ns0:ActionText>
				<ns0:ActionDate>2025-04-10</ns0:ActionDate>
			</ns0:Action>
			<ns0:Action>
				<ns0:ActionText>AMENDED_ASSEMBLY</ns0:ActionText>
				<ns0:ActionDate>2025-04-21</ns0:ActionDate>
			</ns0:Action>
			<ns0:Action>
				<ns0:ActionText>AMENDED_ASSEMBLY</ns0:ActionText>
				<ns0:ActionDate>2025-04-30</ns0:ActionDate>
			</ns0:Action>
		</ns0:History>
		<ns0:LegislativeInfo>
			<ns0:SessionYear>2025</ns0:SessionYear>
			<ns0:SessionNum>0</ns0:SessionNum>
			<ns0:MeasureType>AB</ns0:MeasureType>
			<ns0:MeasureNum>1271</ns0:MeasureNum>
			<ns0:MeasureState>AMD</ns0:MeasureState>
		</ns0:LegislativeInfo>
		<ns0:AuthorText authorType="LEAD_AUTHOR">Introduced by Assembly Member Bonta</ns0:AuthorText>
		<ns0:Authors>
			<ns0:Legislator>
				<ns0:Contribution>LEAD_AUTHOR</ns0:Contribution>
				<ns0:House>ASSEMBLY</ns0:House>
				<ns0:Name>Bonta</ns0:Name>
			</ns0:Legislator>
		</ns0:Authors>
		<ns0:Title> An act to add Chapter 8.2 (commencing with Section 21220) to Division 8 of the Business and Professions Code, relating to communications. </ns0:Title>
		<ns0:RelatingClause>communications</ns0:RelatingClause>
		<ns0:GeneralSubject>
			<ns0:Subject>Communications: broadband internet service providers.</ns0:Subject>
		</ns0:GeneralSubject>
		<ns0:DigestText>
			<html:p>Existing law, the Digital Equity Bill of Rights, provides that it is the principle of the state to ensure digital equity for all residents of the state, that, among other things, residents have access to broadband that meets specific requirements, and provides that it is the policy of the state that, to the extent technically feasible, broadband internet subscribers benefit from equal access to broadband internet service within the service area of a broadband provider.</html:p>
			<html:p>This bill, contingent upon funding for this purpose, would require a broadband internet service provider, on or before January 1, 2027, and annually thereafter, to submit to the
			 Department of Consumer Affairs, or the Department of Broadband and Digital Equity if Assembly Bill 693 of the 2025–26 Regular Session is enacted, a report containing broadband internet access service pricing and speed data that includes, among other information, the advertised speeds offered to consumers and the advertised and total prices paid by consumers. The bill would require the department to publish an annual broadband internet access service affordability and speed report aggregating and analyzing the data submitted by the broadband internet service providers and would require the department to make the data submitted by broadband internet service providers available to the public, as specified. The bill would make a broadband internet service provider that fails to comply with these provisions subject
			 to an administrative penalty not to exceed $1,000 per violation per day until compliance is achieved.</html:p>
			<html:p>This bill would require a broadband internet service provider to establish and maintain a dedicated consumer complaint resolution process that allows consumers to submit complaints via telephone, email, and an online portal, and would require a broadband internet service provider to respond to a complaint within 7 business days and provide a resolution, explanation, or corrective action within a specified timeframe. The bill would prescribe remedies for a consumer if a broadband internet service provider fails to resolve a complaint within the specified timeframe or refuses to act in good faith, including the issuance of a minimum credit of $50 for a complaint that remains unresolved beyond 60 days without valid justification. The bill would require a broadband internet service provider to disclose the complaint resolution process and remedies
			 clearly and conspicuously in its terms of service, in its billing statements, and on its internet website. The bill would require a broadband internet service provider to report complaint statistics to the department, as specified.</html:p>
			<html:p>Existing constitutional provisions require that a statute that limits the right of access to the meetings of public bodies or the writings of public officials and agencies be adopted with findings demonstrating the interest protected by the limitation and the need for protecting that interest.</html:p>
			<html:p>This bill would make legislative findings to that effect.</html:p>
		</ns0:DigestText>
		<ns0:DigestKey>
			<ns0:VoteRequired>MAJORITY</ns0:VoteRequired>
			<ns0:Appropriation>NO</ns0:Appropriation>
			<ns0:FiscalCommittee>YES</ns0:FiscalCommittee>
			<ns0:LocalProgram>NO</ns0:LocalProgram>
		</ns0:DigestKey>
		<ns0:MeasureIndicators>
			<ns0:ImmediateEffect>NO</ns0:ImmediateEffect>
			<ns0:ImmediateEffectFlags>
				<ns0:Urgency>NO</ns0:Urgency>
				<ns0:TaxLevy>NO</ns0:TaxLevy>
				<ns0:Election>NO</ns0:Election>
				<ns0:UsualCurrentExpenses>NO</ns0:UsualCurrentExpenses>
				<ns0:BudgetBill>NO</ns0:BudgetBill>
				<ns0:Prop25TrailerBill>NO</ns0:Prop25TrailerBill>
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	</ns0:Description>
	<ns0:Bill id="bill">
		<ns0:Preamble>The people of the State of California do enact as follows:</ns0:Preamble>
		<ns0:BillSection id="id_BC501D97-1779-4CB3-AF27-F49CC496A127">
			<ns0:Num>SECTION 1.</ns0:Num>
			<ns0:Content>
				<html:p>The Legislature finds and declares as follows:</html:p>
				<html:p>
					(a)
					<html:span class="EnSpace"/>
					Californians receive their broadband internet access service from a variety of providers utilizing various technologies to deliver the service to residences and businesses.
				</html:p>
				<html:p>
					(b)
					<html:span class="EnSpace"/>
					A variety of factors may negatively impact the speed performance of a subscriber’s broadband internet access service including the type of device being used, other hardware issues, equipment, network traffic, software issues, signal interference, physical obstructions, and user error.
				</html:p>
				<html:p>
					(c)
					<html:span class="EnSpace"/>
					While not
				all factors that influence a subscriber’s speed performance are directly attributable to the broadband internet service provider, customers have a reasonable expectation that their provider will reliably provide the advertised speeds for their contracted plan that is purchased so that the service can be accessed with their devices.
				</html:p>
				<html:p>
					(d)
					<html:span class="EnSpace"/>
					It is in the public interest to ensure that subscribers of broadband internet access service reliably receive the speeds they pay for, are fully informed about the pricing structure for their plans, and have access to affordable broadband that meets their connectivity needs.
				</html:p>
			</ns0:Content>
		</ns0:BillSection>
		<ns0:BillSection id="id_8D5FEAC7-F1F7-4A12-9713-F75060C0BF80">
			<ns0:Num>SEC. 2.</ns0:Num>
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				Chapter 8.2 (commencing with Section 21220) is added to Division 8 of the 
				<ns0:DocName>Business and Professions Code</ns0:DocName>
				, to read:
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			<ns0:Fragment>
				<ns0:LawHeading id="id_93CB9DDF-AA47-47D2-BB4F-802E4A544C0E" type="CHAPTER">
					<ns0:Num>8.2.</ns0:Num>
					<ns0:LawHeadingVersion id="id_08979AC6-0A9D-4718-87DD-4A78A38435F9">
						<ns0:LawHeadingText>Broadband Internet Service Providers</ns0:LawHeadingText>
					</ns0:LawHeadingVersion>
					<ns0:LawSection id="id_6C33A299-50B4-4182-B252-38F30E0331B9">
						<ns0:Num>21220.</ns0:Num>
						<ns0:LawSectionVersion id="id_A2DDBE66-6FD5-4CEB-B5D0-BB28C8E594B8">
							<ns0:Content>
								<html:p>For purposes of this chapter, the following definitions apply:</html:p>
								<html:p>
									(a)
									<html:span class="EnSpace"/>
									“Broadband internet access service” has the same meaning as that term is defined in Section 3100 of the Civil Code. 
								</html:p>
								<html:p>
									(b)
									<html:span class="EnSpace"/>
									“Broadband internet service provider” means any entity that provides broadband internet access service to an individual, corporation, government, or other customer in the state.
								</html:p>
								<html:p>
									(c)
									<html:span class="EnSpace"/>
									“Broadband pricing and speed data” means information related to the following:
								</html:p>
								<html:p>
									(1)
									<html:span class="EnSpace"/>
									Advertised speeds by plan.
								</html:p>
								<html:p>
									(2)
									<html:span class="EnSpace"/>
									Speed performance experienced by customers. 
								</html:p>
								<html:p>
									(3)
									<html:span class="EnSpace"/>
									Promotional pricing by plan.
								</html:p>
								<html:p>
									(4)
									<html:span class="EnSpace"/>
									Total pricing for broadband internet access services paid by a customer per plan, inclusive of all fees, surcharges, and additional charges assessed on the customer, either as standalone broadband service or the broadband service component of bundled service offerings.
								</html:p>
								<html:p>
									(5)
									<html:span class="EnSpace"/>
									Plan structures, including bundled service offerings and discounts.
								</html:p>
								<html:p>
									(6)
									<html:span class="EnSpace"/>
									The most commonly purchased broadband internet access service plans aggregated to the census tract level.
								</html:p>
								<html:p>
									(d)
									<html:span class="EnSpace"/>
									“Consumer complaint” means any written or electronic complaint submitted by a consumer to a broadband internet service provider regarding any of the following:
								</html:p>
								<html:p>
									(1)
									<html:span class="EnSpace"/>
									Service quality issues, including slow speeds, frequent outages, or failure to meet advertised performance.
								</html:p>
								<html:p>
									(2)
									<html:span class="EnSpace"/>
									Billing discrepancies, including hidden fees, overcharges, unauthorized charges, or misleading promotional pricing.
								</html:p>
								<html:p>
									(3)
									<html:span class="EnSpace"/>
									Contractual disputes, including price increases after a promotional period, early termination fees, or failure to disclose terms and conditions.
								</html:p>
								<html:p>
									(4)
									<html:span class="EnSpace"/>
									Customer service failures, including repeated unresponsiveness, lack of resolution, or failure to comply with California
						  consumer protection laws.
								</html:p>
								<html:p>
									(e)
									<html:span class="EnSpace"/>
									“Department” means an identified program within the Department of Consumer Affairs, unless Assembly Bill 693 of the 2025–26 Regular Session is enacted, in which case, “department” means the Department of Broadband and Digital Equity.
								</html:p>
								<html:p>
									(f)
									<html:span class="EnSpace"/>
									“Machine-readable format” means a structured data format that can be processed by a computer without human intervention, including, but not limited to, JavaScript Object
						  Notation (JSON), comma-separated values (CSV), or Extensible Markup Language (XML) formats.
								</html:p>
								<html:p>
									(g)
									<html:span class="EnSpace"/>
									“Speed performance” means the speed delivered to the customer.
								</html:p>
							</ns0:Content>
						</ns0:LawSectionVersion>
					</ns0:LawSection>
					<ns0:LawSection id="id_AA03CD01-1318-4501-A871-78218E2E9C8C">
						<ns0:Num>21221.</ns0:Num>
						<ns0:LawSectionVersion id="id_6EC1658B-5062-4DC3-B110-CEB97983B46B">
							<ns0:Content>
								<html:p>
									(a)
									<html:span class="EnSpace"/>
									A broadband internet service provider operating in the state shall, on or before January 1, 2027, and then annually, submit to the department a report containing broadband internet access service pricing and speed data at the census tract or address level in a machine-readable format. The report shall include, at a minimum, all of the following:
								</html:p>
								<html:p>
									(1)
									<html:span class="EnSpace"/>
									The advertised speeds offered to consumers.
								</html:p>
								<html:p>
									(2)
									<html:span class="EnSpace"/>
									Speed performance. 
								</html:p>
								<html:p>
									(3)
									<html:span class="EnSpace"/>
									The advertised and total price paid by consumers, including all fees and surcharges.
								</html:p>
								<html:p>
									(4)
									<html:span class="EnSpace"/>
									A breakdown of broadband internet access service plans offered to consumers at the census-tract or address level, including standalone, bundled, and eligibility-based plans. 
								</html:p>
								<html:p>
									(5)
									<html:span class="EnSpace"/>
									The number of consumer complaints received pursuant to Section 21224, the types of complaints, the average resolution time, and the number of unresolved complaints exceeding 60 days.
								</html:p>
								<html:p>
									(b)
									<html:span class="EnSpace"/>
									The department may conduct audits and require broadband internet service providers to provide supporting documentation to verify compliance with this section.
								</html:p>
								<html:p>
									(c)
									<html:span class="EnSpace"/>
									Implementation of this section is contingent upon
						  sufficient funding being appropriated by the Legislature to the department in the annual Budget Act or other statute for that purpose.
								</html:p>
							</ns0:Content>
						</ns0:LawSectionVersion>
					</ns0:LawSection>
					<ns0:LawSection id="id_42CB1724-8684-4137-B714-EA1A1B9BCF33">
						<ns0:Num>21222.</ns0:Num>
						<ns0:LawSectionVersion id="id_C8F6C0F9-610F-4196-9796-FEF89BA7CCFE">
							<ns0:Content>
								<html:p>
									(a)
									<html:span class="EnSpace"/>
									The department shall publish an annual broadband internet access service affordability and speed report aggregating and analyzing the data submitted pursuant to Section 21221.
								</html:p>
								<html:p>
									(b)
									<html:span class="EnSpace"/>
									The data submitted pursuant to Section 21221 shall be made available to the public by the department in an open data format, subject to the protection of proprietary business information and personally identifying information, and consistent with the California Public Records Act (Division 10 (commencing with Section 7920.000) of Title 1 of the Government Code).
								</html:p>
								<html:p>
									(c)
									<html:span class="EnSpace"/>
									Implementation of this section is contingent upon sufficient funding being appropriated by the Legislature to the department in the annual Budget Act or other statute for that purpose.
								</html:p>
							</ns0:Content>
						</ns0:LawSectionVersion>
					</ns0:LawSection>
					<ns0:LawSection id="id_06B65389-AB9B-4AF8-98BC-29483E11D844">
						<ns0:Num>21223.</ns0:Num>
						<ns0:LawSectionVersion id="id_5688315F-EC07-40DA-ADE0-C7B1B24207EB">
							<ns0:Content>
								<html:p>
									(a)
									<html:span class="EnSpace"/>
									A broadband internet service provider that fails to comply with Section 21221, including, but not limited to, failure to submit required data, submission of incomplete or misleading data, or failure to cooperate with audits conducted pursuant to subdivision (b) of Section 21221, shall be subject to an administrative penalty by the department not to exceed one thousand dollars ($1,000), per violation per day until compliance is achieved.
								</html:p>
								<html:p>
									(b)
									<html:span class="EnSpace"/>
									The department shall adopt a data reporting template for entities to report the broadband pricing and speed data to the department. The template shall be in an open data format that shall be readily accessible to the
						  public.
								</html:p>
								<html:p>
									(c)
									<html:span class="EnSpace"/>
									The department may adopt rules and regulations necessary to implement and enforce Sections 21221 and 21222.
								</html:p>
								<html:p>
									(d)
									<html:span class="EnSpace"/>
									Implementation of this section is contingent upon sufficient funding being appropriated by the Legislature to the department in the annual Budget Act or other statute for that purpose.
								</html:p>
							</ns0:Content>
						</ns0:LawSectionVersion>
					</ns0:LawSection>
					<ns0:LawSection id="id_8D3E8AE0-6DBD-4714-B92C-73C981376637">
						<ns0:Num>21224.</ns0:Num>
						<ns0:LawSectionVersion id="id_2FBE0787-3CB1-480E-AE3B-81C14E1ADD27">
							<ns0:Content>
								<html:p>
									(a)
									<html:span class="EnSpace"/>
									A broadband internet service provider shall establish and maintain a dedicated consumer complaint resolution process that allows customers to submit consumer complaints via telephone, email, and an online portal.
								</html:p>
								<html:p>
									(b)
									<html:span class="EnSpace"/>
									A broadband internet service provider shall provide consumers with a tracking number for each consumer complaint and an estimated timeline for resolution.
								</html:p>
								<html:p>
									(c)
									<html:span class="EnSpace"/>
									A broadband internet service provider shall respond to a consumer complaint within seven business days and provide a resolution, explanation, or corrective action within 30 days of receipt.
								</html:p>
								<html:p>
									(d)
									<html:span class="EnSpace"/>
									If a consumer complaint cannot be resolved within 30 days, the broadband internet service provider shall provide the consumer with a written explanation of the delay and an updated resolution timeline, not to exceed 60 days from the initial complaint submission.
								</html:p>
							</ns0:Content>
						</ns0:LawSectionVersion>
					</ns0:LawSection>
					<ns0:LawSection id="id_AF416BAB-4DE4-4D43-933E-79B642302CF7">
						<ns0:Num>21225.</ns0:Num>
						<ns0:LawSectionVersion id="id_3D3319DF-8EB8-4399-9576-EE88D482F8A5">
							<ns0:Content>
								<html:p>
									(a)
									<html:span class="EnSpace"/>
									If a broadband internet service provider fails to resolve a consumer complaint within the timeframe specified in Section 21224 or refuses to act in good faith, the consumer is entitled to one or more of the following remedies:
								</html:p>
								<html:p>
									(1)
									<html:span class="EnSpace"/>
									For billing disputes, a refund for overcharges, undisclosed fees, or improper billing practices.
								</html:p>
								<html:p>
									(2)
									<html:span class="EnSpace"/>
									For service failures or service quality issues, prorated credits or full refunds for periods of nonservice or substandard service, or replacement of provider-issued hardware, including modems or routers, at no cost to the consumer, if the equipment is determined to be the likely
						  cause of degraded service.
								</html:p>
								<html:p>
									(3)
									<html:span class="EnSpace"/>
									For breach of contract, waiver of early termination fees when the broadband internet service provider fails to uphold its service agreement.
								</html:p>
								<html:p>
									(b)
									<html:span class="EnSpace"/>
									A broadband internet service provider shall issue a minimum credit of fifty dollars ($50) to any consumer whose complaint remains unresolved beyond 60 days without valid justification.
								</html:p>
							</ns0:Content>
						</ns0:LawSectionVersion>
					</ns0:LawSection>
					<ns0:LawSection id="id_24633034-60AE-414F-AAD6-CBD4D671516A">
						<ns0:Num>21226.</ns0:Num>
						<ns0:LawSectionVersion id="id_5CAF679F-CA5A-48BC-9567-CFA3804FC839">
							<ns0:Content>
								<html:p>A broadband internet service provider shall disclose the complaint resolution process and remedies clearly and conspicuously in its terms of service, in its billing statements, and on its internet website.</html:p>
							</ns0:Content>
						</ns0:LawSectionVersion>
					</ns0:LawSection>
				</ns0:LawHeading>
			</ns0:Fragment>
		</ns0:BillSection>
		<ns0:BillSection id="id_0FC9FD5A-5190-446C-8BD2-64BEB4ABAB69">
			<ns0:Num>SEC. 3.</ns0:Num>
			<ns0:Content>
				<html:p>The Legislature finds and declares that Section 2 of this act, which adds Section 21222 to the Business and Professions Code, imposes a limitation on the public’s right of access to the meetings of public bodies or the writings of public officials and agencies within the meaning of Section 3 of Article I of the California Constitution. Pursuant to that constitutional provision, the Legislature makes the following findings to demonstrate the interest protected by this limitation and the need for protecting that interest:</html:p>
				<html:p>In order to protect the confidentiality of consumers and the proprietary information of businesses subject to this act, it is necessary
				that this act limit the public’s right of access to proprietary business information, protected personal information, and personally identifiable information.</html:p>
			</ns0:Content>
		</ns0:BillSection>
	</ns0:Bill>
</ns0:MeasureDoc>