ARCHIVED -  Telecom Order CRTC 97-748

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Telecom Order

Ottawa, 4 June 1997
Telecom Order CRTC 97-748
On 17 April 1997, BC TEL filed an application for approval of revisions to its General Tariff, providing for the introduction of a market trial involving service guarantees and automatic customer rebates.
File No.: Tariff Notice 3614
1. The market trial was proposed to be available between 2 June and 30 September 1997 to individual business line customers served by the downtown Vancouver Mutual central office only.
2. The service guarantees require that BC TEL will, among other things, offer automatic rebates in the amount of $40 to a business individual line customer where the company fails to meet its committed appointment date for installation as arranged with the customer, and where BC TEL fails to meet its out of service appointment for repair.
3. BC TEL indicated that the term "automatic rebate" means that BC TEL would be required to rebate a customer the rebated amounts as a credit on his or her monthly telephone bill without the customer having to first notify the company or request the rebate.
4. BC TEL indicated in its application that missed appointments and lengthy appointment intervals are main sources of annoyance to BC TEL customers.
5. The Commission is of the view that, should BC TEL file, in future, a similar application for a permanent service offering, it would be appropriate for BC TEL to address the extension of service guarantees to both business and residence subscribers.
6. In light of the foregoing, the Commission orders that:
The proposed tariff revisions are approved.
Allan J. Darling
Secretary General
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