Letter
Ottawa, 3 April 2014
BY EMAIL
Distribution
RE: Changes to Customer Transfer Process
Dear Madams/Sirs:
In The customer transfer process and related competitive issues, Broadcasting and Telecom Regulatory Policy CRTC 2011-191, 18 March 2011 (Regulatory Policy 2011-191), the Commission took steps to simplify the process for customers who wished to change service providers for both telecommunications and broadcasting services. In particular, the Commission required, pursuant to section 24 of the Telecommunications Act (the Act), Canadian carriers, Internet service providers (ISPs), and resellers to accept customer cancellation requests from other service providers acting on behalf of customers.
In addition, the Commission subsequently amended the Broadcasting Distribution Regulations, by adding section 15.4 to require that broadcasting distribution undertakings (BDUs) accept cancellation requests from other BDUs acting on behalf of customers and complete customer transfers within two business days after the day on which the cancellation request is made.
In support of the above, the CRTC Interconnection Steering Committee Business Process Working Group (BPWG) has been working to develop and implement changes to the existing industry process for customer transfers. In CISC Business Process Working Group – Consensus report BPRE083a and non-consensus report BPRE083b regarding the customer transfer process, Broadcasting and Telecom Decision CRTC 2013-261, 23 May 2013, the Commission approved, among other things, most of the BPWG’s proposed recommendations regarding the customer transfer process, and determined that the associated process and system modifications be implemented industry-wide by 23 May 2014.
The BPWG has advised Commission staff that these process and system modifications are being implemented on 22 May 2014 with Version 6.2 of the Canadian Local Ordering Guidelines (C-LOG) to enable a new service provider selected by a customer to cancel telecom and broadcast services (i.e. wireline, wireless, internet and television services) on the customer’s behalf with the current service provider. However, the BPWG has also brought to the attention of Commission staff that some ISPs might be unaware of the above referenced Commission decisions and/or not yet prepared for handling these customer transfer requests.
Commission staff wants to remind ISPs of the Commission’s requirement, pursuant to section 24 of the Act, that they are to process customer transfer and service cancellation requests received from a prospective new service provider acting on behalf of a customer. Commission staff also refer ISPs to the work that the BPWG has done to develop the process and system modifications in this regard.
For more information on this topic, you may contact Peter Lang, Chair – BPWG, at (416) 230-7842 or e-mail: peterlang121@yahoo.ca.
Sincerely,
Original signed by
Michel Murray
Director, Regulatory Implementation
Telecommunications Sector
c.c.: Peter Lang, BPWG Chairman peterlang121@yahoo.ca
Bob Martin, CRTC robert.martin@crtc.gc.ca
Distribution
Resellers of High-Speed Retail Internet Service
service@cablovision.com ; clayton@mnsi.net ; ebilodeau@interplex.ca ; andre.lepage@rig.net ; dave@vaxxine.com; Arthur.davidian@gointelecom.com; gfletcher@incentre.net; info@interlake.org; bokhari@cronomagic.com; ptopp@aserty.com; alan_ik@hotmail.com; jeanmarc@securenet.net; alarsen@isp.ca; Robin.mallette@provtel.com; ovi.Biris@pathcom.com; dlb@netvoxtelecom.com; Drs007@dsrglobal.net; Robert.Allen@ABCcommunications.com; wally@ciaccess.com; Michel.moreau@reseauxallicance.com; Saied.toussi@smartt.com; ngbergeron@uni-plus.ca; mike.richard@fredericton.ca; allen@comtelit.com; rossi@fidalia.com; nurealam@rangtel.com; sales@les.net; regulatory@iristel.com; dan.pantea@mycostmaster.com; a.schneider@hay.net; support@packetworks.net; Denis.sonsing@orange.com; rich@nexusds.com; richard.maheux@mediom.com; anka.corluka@selectcomtelecom.ca; r.hazan@buzztelecom.ca; Monica.john-george@clfn.on.ca; kirk.campbell@bell.ca; admin@dcitelecom.com; ovi.Biris@pathcom.com; wulman@vsoft.net; tracy.cant@ontera.ca; aaristedou@ilap.com; edgar.frondozo@amwin.com; support@siriusquebec.com; accounts@aebc.com; hoss@frontline.ca; telstep@telstep.net; Tj.adams@travananetworks.com; mdonato@iasl.com; telvic@telvic.net; robertm@zid.com; probal.lala@aboutez.com; cpaun@k2systems.ca; john@bvcomm.com; al@kaponline.com; zo88888888@yahoo.com; regulatory@primustel.ca; regulatory.affairs@telus.com; lisajackson@globalive.com; Warren@canyon.tv; accounts@aebc.com; jordan.d@ciktel.com; dmoir@ns.sympatico.ca; sfrancesco@coherecomm.com; cantalk@xplorenet.com; pallard@cooptel.qc.ca; etellier@satelcom.qc.ca; eric.lheureux@ecotelecom.ca; psui@quartetservice.com; drichardrson@DSL4U.ca; mariasbrocchi@att.com; elizabeth.manzoni@future.ca; orlando.bayter@ormuco.com; dan@ruralwave.ca; theilmanlana@aol.com; Andrew@harewaves.net; Josey.frescura@agilisnet.com; camcable@cable-lynx.net; keith.bruce@trader-link.net; webmestre@c-i-m.net; denis@duclosmichaud.com; lgrosso@thinkswift.com; Suzannegirard@yahoo.ca; rocca@start.ca; bgispen@lakelandenergy.com; paul.daniell@gwaiitel.com; mukul.sarin@hydroone.com; dave@netfox.ca; mariasbrocchi@att.com; emetni@tel-synergy.com; sreed@c-comsat.com; Glen.foster@tempestgti.com; paulg@gushueone.com; Patrice.nadeau@evolutiontelecom.ca; mike.manvell@switchworks.com; victor@victon.net; hprval@shawbiz.ca; jarett@rionet.ca; gingras.r2@gmail.com; les@csolve.net; lciambella@netrium.ca; blair@almond.ca; flarouche@groupepagex.com; akotadia@shaw.ca; rbradshaw@rogers.com; brenda.stevens@rci.rogers.com; patrick@dennie.ca; f.zephir@gentialux.ca; norm@voicenetwork.ca; mark@nationalteleconnect.com; frank@altimatel.com; kgugan@wightman.ca; regulatory@vianet.ca; barry.stone@quadro.net; jonathan.scott@execulink.com; gmayham@northstreamcommunications.ca; rschlakman@granitenet.com; jbrown@vcomsolutions.com; zach@spyrnetwork.com; regulatory@tcc.on.ca; Kevin-scallen@tdti.ca; David@admetrics.ca; regulatory.matters@vois.biz; Christopher.ducarmur@epsitoncommunications.com; dan@itel.com; marcille@atmacinta.com; onshore2003@yahoo.com; onshore2003@yahoo.com; bell.regulatory@bell.ca; don.hunter@voipmuch.com; e.bilodeau@pixelweb.net; iworkstation@mtsallstream.com; mgracey@connexservice.ca; accounts@aebc.com; service@gloxtel.com; argo@eurotel.to; kendall-lougheed@microworks.ca; Mauricio.briceno@thenewnet.ca; regulatory@ssimicro.com; regulatory@ssimicro.com; depanneur.marcel2000@coopstehedwidge.com; rjb@bells-whistles.com; Ted.garner@itweapons.com; jason.fan@switch.ca; jason@2bconnected.ca; lisa@netcan.com; htavakoli@bistalk.ca; regulatory@distributel.ca; sbrousseau@b2b2c.ca; Cynthia.hill@yekooche.com; carlo.dondero@wtccommunications.ca; justinr@inttelprod.com; Simon.williams@cism.net; matt@planettelecom.com; edgar.frondozo@amwin.com; amiles@batstreet1861.com; bilodeau.mikael@oricom.org; david.macelwain@corp.xplornet.com; cleighton@radiant.net; ppm@charitel.ca; regulatory.affairs@telus.com; gilles@questzones.com; gestion@cableshannon.com; a.schneider@hay.net; jim@brooketel.ca; William@babysoft.ca; Louise.robichaud@cochranetel.ca; clec-admin@xittel.net; mpoissant@colba.net; deloschuk@enmax.com; jneufeld@mediatube.tv; moffroy@acemotech.com; rcroghan@dottoone.com; dmckeown@viewcom.ca; dmckeown@viewcom.ca; smccarthy@akn.ca; jpmuleba@socatel.ca; abmekkaoui@gmail.com; renate.grossmann@retarus.com; ybarzakay@comwave.net; angela.s@ivoicecom.net; reglementa@telebec.com; sophie.rouillier@6telecom.com; canadaregulatory@bullseyetelecom.com; jbonner@flexity.ca; rdichy@mettel.net; gwagstaff@activo.ca; argo@eurotel.to; info@oxsight.com; kerrie.martin@figment.ca; tsuen@fortressconnections.ca; regulatory@frontiernetworks.ca; max@vodalink.com; admin@fundybaynetworks.com; Heather.bishop@cwct.ca; info@blueskytelephone.com; Frederic@ipaccesstelecom.com; iaaktechnologies@gmail.com; andrew@southislandcable.com; geoff@harmonizenet.com; Jm.lavoie@telesignal.ca; hitesh@xpresscallcanada.com; mohamed-reda.khomsi@unitelecom.ca; dale@eion.com; ali.sajadi@systemarchitects.ca; jimmyflyer76@yahoo.com; jmuttart@city.summerside.pe.ca; jeanvincent.dorais@derytelecom.ca; cng.ict@gmail.com; bertrand.massicotte@lemontagnais.net; Daniel.Legault@metrooptic.com; samehh@universetelecommunications.com; stehroniope@gmail.com; info@quebecinternet.net; wchau@aicom.com; rbanks@mornington.ca; info@acrobattelecom.com; sandra.parkinson@teliphone.ca; kayle.tjomsaas@rhizone.ca; robert@telnetcommunications.com; mike@celluland.com; dguay@telecomengineering.com; mario.simard@telenetinfo.com; alex.valencia@excel.com; jpawlyshyn@windermerewater.com; sandra.parkinson@teliphone.ca; angelo@innsys.ca; ogoldman@kospind.com; bchomycz@telecomengineering.com; chenney@yesup.com; Jeff.price@boldstreet.com; afarber@agiosat.com; sfoisy@novavision.ca; mariasbrocchi@att.com; erik.rungi@openface.com; keth@g3telecom.com; borromee@navigue.com; regulatory@egate.net; ian.g@broadconnect.ca; dan.hamilton@blackbridge.com; sonny.kochhar@wctel.ca; document.control@sasktel.com; sales@allenstubbs.com; phillip@ixica.com; talkcanada@gmail.com; cclarke@htcs.net; noc@fibernetworx.com; nrouleau@transvision.net; serge@skychoice.ca; csilver@optuscapital.com; aoziel@oziellaw.ca; info@fleetinfo.info; reg@intelegent.ca; tschalm@oktelephone.com; adam.simpson@easyofficephone.com; tchislett@comwave.net; wilmarc@rogers.com; wilmarc@rogers.com; naman@8com.ca; darrin@nanobeam.ca; michelmakala@victoriatelecom.com; wilmarc@rogers.com; jasonc@fibrestream.ca; barry@voxter.com; ian@rrichoice.com; info@sablesaintalexis.com; cthambwe@coppelcargo.com; office@querizon.ca; tom@f6networks.ca; voducminh@outlook.com; wilmarc@rogers.com; ben.lahaise@kvack.ca; ningyan@juce.ca;
Digital Subscriber Line Providers
grubb@hurontel.on.ca; sales@les.net; gfletcher@incentre.net; support@siriusquebec.com; Ted.garner@itweapons.com; Robin.mallette@provtel.com; steve@wtccommunications.ca; jdowns@nexicomgroup.net; ngbergeron@uni-plus.ca; dave@vaxxine.com; Denis.sonsing@orange.com; dan.pantea@mycostmaster.com; a.schneider@hay.net; j-fmathieu@telupton.qc.ca; clayton@mnsi.net; regulatoryaffairs@nwtel.ca; support@packetworks.net; Robert.Allen@ABCcommunications.com; rocca@start.ca; Ann.Ishee@sprint.com; stephen.scofich@tbaytel.com; Saied.toussi@smartt.com; emetni@tel-synergy.com; admin@dcitelecom.com; kirk.campbell@bell.ca; tracy.cant@ontera.ca; edgar.frondozo@amwin.com; accounts@aebc.com; Tj.adams@travananetworks.com; telvic@telvic.net; vniman@venoa.com; iworkstation@mtsallstream.com; alan_ik@hotmail.com; regulatory@primustel.ca; Warren@canyon.tv; accounts@aebc.com; pallard@cooptel.qc.ca; Lloyd@interface.ca; robertm@zid.com; norma.sherwood@bellaliant.ca; etellier@satelcom.qc.ca; elizabeth.manzoni@future.ca; orlando.bayter@ormuco.com; Josey.frescura@agilisnet.com; wulman@vsoft.net; webmestre@c-i-m.net; Regulatory.Matters@corp.eastlink.ca; mike.manvell@switchworks.com; lciambella@netrium.ca; flarouche@groupepagex.com; patrick@dennie.ca; f.zephir@gentialux.ca; mark@nationalteleconnect.com; mdonato@iasl.com; frank@altimatel.com; regulatory@vianet.ca; barry.stone@quadro.net; jonathan.scott@execulink.com; rschlakman@granitenet.com; rich@nexusds.com; Kevin-scallen@tdti.ca; belinda@recn.ca; regulatory@trutel.com; David@admetrics.ca; Tony@ttsinc.ca; regulatory@brucetelecom.com; bell.regulatory@bell.ca; Christopher.ducarmur@epsitoncommunications.com; dan@itel.com; iworkstation@mtsallstream.com; mgracey@connexservice.ca; accounts@aebc.com; kendall-lougheed@microworks.ca; Mauricio.briceno@thenewnet.ca; yy@speed-net.ca; jason.fan@switch.ca; lisa@netcan.com; regulatory@distributel.ca; Cynthia.hill@yekooche.com; carlo.dondero@wtccommunications.ca; edgar.frondozo@amwin.com; amiles@batstreet1861.com; bilodeau.mikael@oricom.org; regulatory@teksavvy.com; ken@fastblue.com; rschleihauf@corp.fibernetics.ca; cleighton@radiant.net; ppm@charitel.ca; regulatory.affairs@telus.com; rossi@fidalia.com; William@babysoft.ca; Louise.robichaud@cochranetel.ca; regulatory.affairs@telus.com; mpoissant@colba.net; jneufeld@mediatube.tv; moffroy@acemotech.com; rcroghan@dottoone.com; dmckeown@viewcom.ca; dmckeown@viewcom.ca; smccarthy@akn.ca; ybarzakay@comwave.net; regaffairs@FlyMobi.com; canadaregulatory@bullseyetelecom.com; jbonner@flexity.ca; sales@logix.ca; regulatory@frontiernetworks.ca; Linda.cicco@bt.com; Heather.bishop@cwct.ca; iaaktechnologies@gmail.com; reglementa@telebec.com; reglementa@telebec.com; david.watt@rci.rogers.com; info@temperis.net; dale@eion.com; Daniel.Legault@metrooptic.com; samehh@universetelecommunications.com; stehroniope@gmail.com; dave@netfox.ca; info@quebecinternet.net; reglementa@telebec.com; rbanks@mornington.ca; robert@telnetcommunications.com; mike@celluland.com; alex.valencia@excel.com; slavalevin@ethnicchannels.com; delder@stikeman.com; Arthur.davidian@gointelecom.com; afarber@agiosat.com; sfoisy@novavision.ca; erik.rungi@openface.com; Jamie.love@univoip.ca; regulatory@egate.net; ian.g@broadconnect.ca; bhaskor.guha@telenetinfo.com; document.control@sasktel.com; regulatory@symack.com; sales@allenstubbs.com; phillip@ixica.com; harp@vonzoo.com; noc@fibernetworx.com; serge@skychoice.ca; michelmakala@victoriatelecom.com; regulatory.matters@corp.eastlink.ca; cthambwe@coppelcargo.com; office@querizon.ca; ningyan@juce.ca;
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