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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:

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

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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