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File No: 8000-B2-01/03
Ottawa, 11 May 2007
To: Bell Canada
Option consommateurs
Public Interest Advocacy Centre
Union des consommateurs
Re: Distribution of Bell Canada's residential telephone directory listings
1. On 11 May 2006, Bell Canada informed Option consommateurs, the Public Interest Advocacy Centre, and l’Union des consommateurs (the Consumer Groups) of its intent to modify the distribution policy for residential telephone directory listings (the white pages) in certain urban centres, such that mass distribution would only take place on a 24-month cycle (biennially), rather than annually. Bell Canada noted that its policy to distribute annually business telephone directory listings would remain unchanged.
2. By way of a letter dated 20 June 2006, the Consumer Groups objected to Bell Canada’s proposed directory distribution policy. The Consumer Groups submitted that Bell Canada had an obligation to distribute its white pages annually and expressed specific concerns regarding the impact that this new directory distribution policy would have on consumers, in regard to both the reliability of important information found in the white pages and the potential increased cost for consumers in regard to directory assistance (4-1-1) service.
3. In letters dated 29 June and 19 October 2006, Bell Canada argued that it was not required to distribute the white pages annually. Bell Canada submitted, however, that the white pages would be made available annually upon request and that it would provide subscribers with notifications in order to inform them of their ability to obtain an annual copy of the white pages.
4. Bell Canada indicated that its customer notifications, in areas affected by the new directory distribution policy, would include the following:
- a notice on the front cover of the white pages indicating that it was valid for 24 months and should be kept until the next biennial distribution date;
- a prominent notice approximately every 12 pages within the white pages advising subscribers of the biennial distribution and the opportunity to request an updated annual copy; and
- a business reply card within the white pages providing details regarding the availability of an annual copy.
5. Bell Canada also indicated that, in the years of non-distribution, the company would distribute a billing insert to subscribers reminding them that the white pages should be retained for another year and providing instructions on how to obtain an annual copy. Bell Canada submitted that an annual copy of the white pages could be obtained by way of a 1-800 number, a business reply card, and through local retail stores.
6. In order to address certain concerns raised by the Consumer Groups, Bell Canada stated that it would publish and distribute updated emergency numbers annually in the business directory. Bell Canada also stated that it would provide a report indicating the year-over-year changes in monthly 4-1-1 call volumes, on a percentage basis, to help determine whether there were significant increases in 4-1-1 call volumes. Bell Canada further stated that it would actively monitor the volume of 4-1-1 calls and, should there be an unexpected increase in 4-1-1 call volume in the affected areas, it would undertake appropriate remedial action, such as additional communication activities.
7. In a letter dated 25 January 2007, the Consumer Groups indicated that they were not satisfied with the measures identified by Bell Canada to complement its biennial directory distribution policy. The Consumer Groups requested that the Commission initiate a public proceeding to consider this issue.
8. In a letter dated 6 February 2007, Bell Canada submitted that a public proceeding in regard to this issue would be unnecessary and premature.
9. The Commission notes that Bell Canada is not obligated to mass distribute the white pages annually. However, the Commission considers that changes to Bell Canada's annual directory distribution policy, without the appropriate consumer safeguards, would raise various concerns, including the need for consumers to have access to timely directory information. The Commission notes that Bell Canada proposed various measures to supplement its new biennial directory distribution policy. The Commission considers that these proposed measures would adequately address its concerns.
10. Therefore, in order to safeguard consumer interests, the Commission directs Bell Canada to adopt its proposed measures in conjunction with its biennial directory distribution policy. Accordingly, in each area subject to the company’s biennial directory distribution policy, Bell Canada is required to
- a. make annual directories available to subscribers who request them via a 1-800 number, via a business reply card, or at local Bell World stores;
- b. provide notifications to customers regarding the company’s biennial directory distribution policy and how to request an updated annual copy, including a notice on the front cover of the white pages, prominent notices, approximately every 12 pages, within the directory itself, a business reply card within the directory, and a bill insert in the year of non-distribution;
- c. publish and distribute updated emergency numbers annually in the business directories;
- d. provide the Commission with a semi-annual report, effective the date of mass directory distribution, indicating the year-over-year changes in monthly 4-1-1 call volumes, on a percentage basis; and
- e. undertake additional communication measures, such as a billing insert, if there is evidence of at least a five percent increase in 4-1-1 call volumes.
With respect to the Consumer Groups' request to initiate a public proceeding, the Commission considers that no further process is necessary at this time.
Yours sincerely,
Robert A. Morin
Secretary General
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