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Public Notice
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Ottawa, 10 June 1991
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Public Notice CRTC 1991-60
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CABLE TELEVISION CUSTOMER SERVICE STANDARDS
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In Public Notice CRTC 1990-53 dated 15 May 1990, entitled Cable Television Regulations, 1986 - Changes to the Regulation of Subscriber Fees and Related Matters, the Commission requested the cable television industry, through the Canadian Cable Television Association (CCTA), to develop an industry code with respect to service standards following all relevant guidelines set out in Public Notice CRTC 1988-13, and to submit the industry code to the Commission for acceptance.
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Without intending to limit the scope of the code, the Commission considered that the CCTA should address the following matters, including measurable criteria or benchmarks where appropriate:
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i) standards respecting customer service, such as office hours, telephone response and scheduling of service calls; ii) billing and payment policies, including all options available to the subscriber;
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iii) disclosure of detailed information to all subscribers with respect to connection fees, the basic monthly fee, fees for discretionary services, charges for decoding devices or converters and charges for additional outlets;
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iv) notification procedures with respect to fee increases, including information as to when subscribers should provide comments to the Commission;
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v) signal quality and reliability; and,
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vi) complaint procedures and follow-up.
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The Commission received the CCTA's Customer Service Standards (the Standards) on 2 April 1991. After initial consideration by the Commission, the CCTA submitted revised Standards on 21 May 1991.
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The Commission is satisfied that the CCTA established a fair consultative process in developing the Standards, consistent with the requirements of Public Notice CRTC 1988-13. Furthermore, the Commission considers that the revised Standards adequately address all of the areas raised in Public Notice CRTC 1990-53.
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Accordingly, the Commission hereby accepts the CCTA Customer Service Standards, as filed on 21 May 1991. A copy of the Standards is attached. Related Documents: Public Notices CRTC 1990-53 dated 15 May 1990, "Cable Television Regulations, 1986, - Changes to the Regulation of Subscriber Fees and Related Matters", and CRTC 1988-13 dated 29 January 1988, "Guidelines for Developing Industry-Administered Standards".
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Allan J. Darling
Secretary General
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