The opinions expressed in this editorial are those of the author and do not necessarily reflect those of Decima Reports.  The approach of Labour Day reminds us that summer is over and we move into another phase of workday life. For some, this means a return to school. As our story on party line rental rates shows, education should be conducted on a wider scale. The current maze of bundles and services can confuse any customer, and not a few customer service representatives. The list of what items are tariffed and which are forborne from regulation is likewise daunting.  As Bell Canada executive counsel Bernard Courtois makes clear in his remarks to Network Letter, too many service agents are not properly briefed on the services the telco offers. Handing out misinformation diminishes the company in the eyes of its subscribers and ultimately costs it much in the way of goodwill.  PIAC's Philippa Lawson is quite correct in absolving the CRTC in this matter. It is not the regulator's job to micromanage every aspect of a carrier's dealings with its clientele.  Customers do have to be vigilant in their monitoring of their phone bills. But surely some modifications to the current procedure are in order.  When a telco discovers it has applied an unnecessary charge, it should be willing to offer rebates immediately. Demanding the subscriber initiate the process leaves too much to chance. Similarly, imposing a one-year time limit on refunds is too restrictive. The short timeframe could lead clients to suspect phone companies are hoarding ill-gotten funds.  This type of attitude can lead to all sorts of aspersions being cast on the companies. If they are gouging me on party lines, are they playing fast-and-loose on high-speed Internet or wireless rates? If Bell is doing it, what is the situation in other parts of the country?  An educated consumer is the best bet. But in this complex business environment, educated service reps and dedicated supervisors can go a long way to making the relationship more palatable.