Empowering Broadband Consumers Through Transparency, Report and Order and Further Notice of Proposed Rulemaking, CG Docket No. 22-2, FCC 22-86 (Broadband Consumer Label)

On November 14, 2022, the Commission adopted a Report and Order and Further Notice of Proposed Rulemaking (Broadband Label Order) requiring ISPs to display a new broadband label to help consumers comparison shop among broadband services, thereby implementing section 60504 of the Infrastructure Act. Specifically, the Commission required ISPs to display, at the point of sale, a broadband consumer label containing critical information about the provider’s service offerings, including information about pricing, introductory rates, data allowances, performance metrics, and whether the provider participates in the Affordable Connectivity Program (ACP). The Commission required that ISPs display the label for each stand-alone broadband Internet access service they currently offer for purchase, and that the label link to other important information such as network management practices, privacy policies, and other educational materials. Consistent with the Infrastructure Act, the label adopted for fixed and mobile broadband Internet access service is similar to the two labels the Commission approved in 2016, with certain modifications. In addition to label content, the Commission adopted requirements for the label’s format and display location to ensure consumers can make side-by-side comparisons of various service offerings from an individual provider or from alternative providers—something essential for making informed decisions. In this way, the label resembles the well-known nutrition labels that consumers have come to rely on when shopping for food products. The label must be accessible for people with disabilities and for non-English speakers. A customer’s label must also be available via the provider’s online account portal. In addition, third parties will be able to easily analyze information contained in the labels and help consumers with their purchase decisions, as providers are required to make the label content available in a machine-readable format on their websites. Finally, the Commission adopted a label template (shown below) that all ISPs are required to display at the point of sale. This label establishes the formatting and content of all requirements adopted in the Broadband Label Order. On July 18, 2023, the Commission’s Consumer and Governmental Affairs Bureau (CGB) released an Order updating the template for the broadband consumer label. The revised template reflects a new Affordable Connectivity Program (ACP) application landing page, now available at GetInternet.gov. This action did not modify or otherwise change any entity’s underlying responsibilities under the Broadband Label Order. CGB also made clear that, should a provider be required to display a Spanish version of the label, it must include the Spanish-language landing page for the ACP: AccedeaInternet.gov. If necessary, the Commission will submit the updated label separately to OMB pursuant to its non-substantive modification process.

The latest form for Empowering Broadband Consumers Through Transparency, Report and Order and Further Notice of Proposed Rulemaking, CG Docket No. 22-2, FCC 22-86 (Broadband Consumer Label) expires 2026-09-30 and can be found here.