|
Telecom Order CRTC 2003-148
|
|
Ottawa, 11 April 2003
|
|
O.N.Telcom's PIC/CARE access customer handbook
|
|
Reference: 8643-O4-02/01
|
|
1.
|
The Commission received an application by O.N.Telcom, dated 30 November 2001, requesting approval of its Primary Interexchange Carrier/Customer Account Record Exchange Access Customer Handbook (PIC/CARE handbook). O.N.Telcom stated that its PIC/CARE handbook was based on the PIC/CARE manuals approved for other telephone companies.
|
|
2.
|
O.N.Telcom's PIC/CARE handbook would provide interexchange carriers (IXCs) with information relating to the exchange of PIC/CARE information between an IXC and a small incumbent telephone company.
|
|
3.
|
The Commission received no comments with respect to the application.
|
|
4.
|
The Commission notes that the CRTC Interconnection Steering Committee (CISC) Business Process Working Group developed a model PIC/CARE handbook (CISC model) in July 2000 for use by the telecommunications industry. While the Commission finds that the information provided in O.N.Telcom's PIC/CARE handbook is generally consistent with the CISC model, the Commission considers that certain provisions and sections of O.N.Telcom's PIC/CARE handbook are incomplete or require modifications.
|
|
5.
|
Accordingly, the Commission approves on an interim basis O.N.Telcom's PIC/CARE handbook, subject to the company incorporating the amendments identified below:
|
|
· in section 1, Handbook Updates, add the following to the end of the sentence:
|
|
.and will be provided with two revised copies of the handbook at no charge.
|
|
· amend section 2, Definitions, as follows:
|
|
- in the definition for ACNA, replace the word "alpha" with "alphabetic";
|
|
- add the following definition for ATIS: Alliance for Telecommunications Industry Solutions - Telecommunications association where technical and operational issues are identified that affect telecommunications facilities and services. The solutions to these issues are developed into industry standards and operational guidelines;
|
|
- delete the definition of ECSA and replace any references to "ECSA" with "ATIS";
|
|
- in the definition for FGD, add the words "via 1+ dialling" to the end of the sentence;
|
|
- add the following definition for IXC: Interexchange carrier - provider of facilities-based long distance service. Also referred to as an AC in the handbook;
|
|
- add the following sentence to the end of the definition for NPA: A defined geographic area identified by unique 3-digit codes used in the North American Numbering Plan;
|
|
- add the following sentence to the end of the definition for NXX: This is assigned from specific telephone serving wire centres.
|
|
· in section 3, Carrier Identification Code, replace the first paragraph with the following:
|
|
In order for an AC to offer Equal Access and PIC processing, it must obtain a Carrier Identification Code (CIC). The assignment and management of CIC Codes is administered by the Canadian Numbering Administrator (CNA). Canadian applicants shall submit all applications for North American Numbering Plan Administrator (NANPA) administered resources directly to the CNA for processing.
|
|
For further information, refer to the Carrier Identification Code Assignment Guidelines developed by the Industry Numbering Committee (INC) and the Canadian Adjunct to the INC Carrier Identification Code (CIC) Assignment Guidelines.
|
|
· in section 4, Acquisitions and Mergers, add the following to the end of the first paragraph:
|
|
It is the responsibility of the AC to notify the affected end-user of the change in their PIC selection and any related billing implications within 90 days of the transfer. When the AC adjusts any rates, terms or conditions of the end-user's service before the conclusion of the 90-day period, the AC must notify the affected end-user prior to the effective date of the change.
|
|
· in section 5, Subscriptions, insert the following after the second paragraph:
|
|
The AC will be notified of the rejection of lines already subscribed to the requesting AC through a reject transaction. The exploded list of WTNs will include any WTNs PIC'd to another AC with a more recent authorization date; these WTNs will be rejected.
|
|
Cancellations or due date changes must be submitted at the CAN level.
|
|
· in section 7, Correction Requests, add the following paragraph after the bulleted list:
|
|
Where the AC's original PIC request has not yet been completed, the AC should use any available PIC/CARE processes to cancel the original request rather than submitting a PIC correction request.
|
|
· in section 7, in the table associated with Correction Requests, add the following to the end of the bulleted list in Step 1:
|
|
- estimated time of completion
|
|
· in section 8, Order Volumes, add the following paragraph to the end of the section:
|
|
For large customer subscriptions or for bulk processing requests, the AC may contact the CSG for assistance in coordinating the subscription change.
|
|
· in section 9, Subscription Confirmation, add the following immediately after the first bulleted list:
|
|
The following terms and conditions apply to each form of end-user order confirmation:
|
|
i) Written order confirmation
|
|
The end-user's signature on a document, which clearly states that the end-user's service will be transferred to the AC, constitutes confirmation of the service order. The end-user must be fully informed as to what he or she is signing. Refer to Appendix I for Equal Access Confirmation Forms.
|
|
ii) Oral order confirmation verified by an independent third party
|
|
The independent third party shall be an appropriately qualified, bonded and independent party operating in a location physically separate from the AC or its agents. The AC and its agents shall have no ownership interest in the independent third party nor shall the independent third party perform any telemarketing, direct mail or other sales solicitation functions for the AC or any affiliates of the AC. Compensation of the independent third party shall not be based on the number or percentage of sales confirmed.
|
|
In the course of contact with an end-user, representatives of the AC are permitted to transfer the end-user directly to the independent third party to complete the confirmation.
|
|
In the performance of confirmation functions, the independent third party must confirm that it is speaking to the end-user, and must confirm the subscription confirmation information set out in the bulleted list below with that person.
|
|
iii) Electronic order confirmation through the use of a toll-free number
|
|
The AC must provide toll-free access to the end-user for the purpose of accessing an electronic order confirmation system.
|
|
In the course of contact with an end-user, representatives of the AC are permitted to transfer the end-user directly to the electronic order confirmation system to complete the confirmation.
|
|
If the end-user is not accessing the electronic order confirmation system from the telephone access service on which the PIC is to be changed, then the electronic order confirmation system must include further security measures to verify the end-user's identity before the confirmation is processed.
|
|
Calls to a toll-free number will connect the end-user to an interactive voice response (IVR) unit (or a touch-tone pad input device or a similar device), which will record the following information: automatic recording of the working telephone number to be subscribed to the PIC (or evidence of further security measures as required to verify end-user identity), date and time, and PIC to confirm the end-user's choice of AC. The IVR system must require the end-user to take some action (e.g., pressing a key on their dial pad) thus positively confirming the service order.
|
|
iv) Electronic order confirmation via the Internet
|
|
The AC must use at least one of the following methods of security to ensure privacy and authenticity of information sent between the two parties (AC and end-user):
|
|
· A secure link between the AC and the end-user;
|
|
· A key server, to allow a party to encrypt messages that only a key holder can decrypt;
|
|
· A unique password between the AC and the end-user.
|
|
The AC may use another form of "off-line" or "on-line" identification (e.g., toll-free number or customer password sent to the billing address) in order to further verify the authenticity of the end-user and to confirm the end-user's request.
|
|
The Internet order confirmation process must confirm the subscription confirmation information set out below in the bulleted list and must also include an explicit indication from the end-user that they are the authorized account-holder for their telephone service.
|
|
The AC must appropriately notify its customers of the potential for risk in doing business over the Internet, so that end-users are aware of the need for safeguards on both ends to ensure confidentiality and security.
|
|
· in section 10, How Disputes Occur, replace the last paragraph with the following:
|
|
Where an end-user contacts O.N.Telcom to report a PIC change, the CSG will advise the end-user to contact the end-user's previous AC in order to initiate the dispute and to have the end-user's service restored with the previous AC.
|
|
Where the end-user contacts the AC against whom the end-user's complaint is directed, that AC must advise the end-user to contact the end-user's previous AC in order to initiate the dispute and to have the end-user's service restored with the previous AC.
|
|
The CSG is responsible for the resolution of disputes concerning end-user PIC selections whether it is identified by an end-user or the AC acting on behalf of the end-user.
|
|
· in section 10, Disputes Identified by ACs, replace the last paragraph with the following:
|
|
Where the end-user contacts the AC, the AC recording and initiating a dispute on behalf of the end-user (Initiating AC) must obtain a positive response from the end-user to the following questions prior to initiating a dispute:
|
|
- Do you want [Initiating AC] to initiate a dispute against [Disputed AC] on your behalf for switching you without your permission?
|
|
- Are you reasonably certain that neither you, nor any other authorized adult member (authorized employee) of your household (business), requested the change?
|
|
- [Initiating AC] may only initiate a dispute if you were switched without your permission and not for any other complaint you have with [Disputed AC]. Do you understand?
|
|
- Do you understand that your long distance service will be restored with [Initiating AC]?
|
|
If all of these questions are answered in the affirmative, the AC initiates a dispute by forwarding a PIC Dispute Notification form to the CSG for resolution of the dispute and coordinates restoration of the end-user's previous long distance service. Dispute notification is accepted at the WTN level only. An AC cannot initiate a dispute unless that WTN was once subscribed to the AC.
|
|
In order to initiate a dispute through the CSG, the Initiating AC shall provide the CSG with, at a minimum:
|
|
- Name of the end-user.
|
|
- WTN (Working Telephone Number).
|
|
- Date that the end-user notified the initiating AC of the disputed PIC change.
|
|
· amend section 10, Dispute Initiation Record, as follows:
|
|
- in the first paragraph, add the words "created by the Initiating AC" immediately after the words "physical record";
|
|
- add the following to the end of the bulleted list:
|
|
An attestation that the end-user has provided oral confirmation to each of the four questions identified above in relation to "Disputes Identified by ACs."
|
|
- add the following paragraph to the end of the item:
|
|
If the CSG receives a valid DIR within the 5 business day interval, then the CSG will determine the outcome of the dispute based on the end-user's order confirmation requested from the Disputed AC. If no valid DIR is provided to the CSG within the 5 business day interval, the original dispute will be deemed invalid.
|
|
· in section 10, Dispute Procedure, add the following paragraph after the table:
|
|
The CSG shall monitor the volume of unauthorized PIC subscription changes generated by each AC. If an AC is repeatedly generating unauthorized PIC subscription changes, the CSG shall initiate discussions with the AC to determine the reason for the unauthorized PIC subscription changes and request that the AC correct any problems. An AC who, in the CSG's reasonable assessment, generates excessive unauthorized PIC subscription changes will receive notice from the CSG that additional authorization measures will be required to enable the processing of the AC's PIC subscription orders. The additional measures may include the requirement by the CSG that the AC provide written proof of end-user confirmation to the CSG prior to each PIC subscription order being accepted. Upon receipt of the notice from the CSG, either party may contact the CRTC.
|
|
6.
|
The Commission directs O.N.Telcom to issue forthwith a revised PIC/CARE handbook. The company is further directed to provide the Commission with a copy of its revised PIC/CARE handbook for placement in the public examination room in Gatineau.
|
|
Secretary General
|
|
This document is available in alternative format upon request and may also be examined at the following Internet site: www.crtc.gc.ca
|
Date Modified: 2003-04-11