ARCHIVED - Telecom Order CRTC 2002-200

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Telecom Order CRTC 2002-200

Ottawa, 16 May 2002

Bell Canada
Reference: Tariff notice 6637

Integrated voice messaging service - Message Link


The Commission approves an application by Bell Canada, dated 10 December 2001, to withdraw the Message Link from the Call Answer Plus and Call Answer Message Manager packages of Bell Canada's Integrated Voice Messaging Service (IVMS). The Message Link provides a call-waiting notification message on a customer's telephone when the customer has received an email via a designated Internet service provider.


In its application, Bell Canada stated that the Message Link had proven to be unreliable and that the system vendor was withdrawing its technical support for the Message Link at the end of 2001. Furthermore, the number of subscribers to the Message Link had been lower than expected and it was therefore uneconomical to continue to maintain it. In addition, Bell Canada stated the view that even by withdrawing the Messsage Link, customers would still obtain great value from the services in the IVMS packages. Bell Canada also submitted monthly figures showing the high incidence of customer complaints from January 2000 to September 2001, inclusively.


Bell Canada noted that in December 2001, the company notified its Message Link subscribers by email of its proposal to withdraw the Message Link. In the email, Bell Canada invited its customers to send comments to the Commission and Bell Canada by 14 January 2002.


The Commission notes that it received a total of 25 comments regarding the Bell Canada proposal to withdraw the Message Link. Fourteen subscribers asked the Commission to deny the request, two asked the Commission to impose a rate reduction on the IVMS packages if the Message Link was removed, and nine agreed with Bell Canada that the Message Link was unreliable and should be discontinued.


The Commission does not consider that the 14 subscribers who asked the Commission to deny Bell Canada's application adequately addressed either the economic or technical arguments that Bell Canada submitted to support its request. In addition, with regard to the request by two subscribers to impose a rate reduction on the IVMS packages, the Commission finds merit in the view stated by Bell Canada that customers would still obtain value from the services in the IVMS packages without the Message Link.

Secretary General

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Date Modified: 2002-05-16

Date modified: