ARCHIVED - Telecom - Commission Letter - 8665-C12-13/01 - Follow up to CRTC Complaint Statistics

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Ottawa, 31 May 2001

Our file: 8665-C12-13/01

To: Interested Parties to Public Notice 2001-34

Re: Follow up to CRTC Complaint Statistics

On March 26, 2001, the Commission provided information on the volume of calls and letters to CRTC headquarters and regional offices regarding complaints about telemarketing. These figures presented the aggregate total of complaints. These included complaints with regards to both voice and fax.

Subsequently, two letters were sent to the Commission seeking further statistical breakdowns on these figures in order to shed further light on this matter.

Commission staff undertook an analysis of the CRTC tracking system in order to determine whether further information could be provided for the record of this proceeding. After a detailed analysis of the information compiled from regional offices and CRTC headquarters, we found that over time, different methods of coding were used for complaints. Because of this, there are inconsistencies in the specific coding of information, and, as a result, a more detailed breakdown of these figures is not available.

As for the total volume of complaints, it is accurate. The Commission has implemented a new tracking system as of May 1, 2001 and placed an increased emphasis on the consistency of coding such complaints so that it will be able to do breakdowns in future.

As with other such proceedings, the Commission will look to evidence on the public record as well as its own complaint experience, in order to identify and define issues of concern to the Canadian public and industry on this matter.


Campbell Laidlaw
Policy, Numbering Administration and Consumer Affairs

c.c.: Darren Goodyear, CRTC (819) 994-5174

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