Internet service provider policies not clear enough

Members of the trade association for Internet Service Providers have been warned that their fair use policies are nowhere near clear enough, and that they need to be far more transparent with regards to what their fair use policies actually are so that consumers understand and know what they are getting with their Internet package. Complaints about this issue have been raised by both Internet Service Provider that are already clear about fair use policies and by consumers that feel that they are being misled.

The outcry has come about because a number of Internet Service Providers are offering unlimited broadband access, but this is subject to their fair use policies. And because they do not actually provide additional details on what their fair use policies actually are consumers are getting confused and angry. Often consumers are breaching the fair use policy with their Internet provider without realizing it, and then getting threatened with reduced service or loss of service.

An ISPA spokesperson stated: "ISPA advises its members to be transparent and to explain the consequences of breaking their bandwidth caps or fair usage policies prior to a customer signing an agreement." He also added: "ISPA recommends members to incorporate any bandwidth caps, allowances or acceptable and fair use policies in their general sales and marketing literature, and on their websites. Information should also be given to the customer at the point of registration for a service."

However, according to the Advertising Standards Agency and Ofcom, these Internet Service Providers so not have to provide transparent information on what their fair use policy actually is providing they do make it clear that there is a fair use policy in place. However ISPA states that it is unfair that the customer has no idea when the limit has been reached in accordance with the fair use policy.