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Ottawa, 19 March 2009
File No. 8622-C12-200904129
BY E- MAIL
Mr. Terry Connolly
Director, Regulatory Matters
TELUS Communications Company
21-10020 100 St. NW
Edmonton, Alberta
T5J ON5
Regulatory.affairs@telus.com
Dear Mr. Connolly:
RE: TELUS Communications Company Held Orders Complaints
The Commission has received numerous complaints regarding new installation requests for local telephone service that, apparently due to a lack of facilities, cannot be completed by TELUS Communications Company (TCC). Further, these Held Order complaints often allege that TCC fails to communicate the expected completion timelines for these service requests with the unserved customers.
The complaints allege that in many cases, TCC is not providing local telephone service to home owners for periods exceeding many months. In some other cases, the complaints allege that TCC will not be providing telephone service to their location at all due to the high costs to overlay cable facilities. The Commission has also received a letter from the Alberta Association of Municipal Districts and Counties, dated 1 December 2008 , indicating a “backlog of new telephone installation” in TCC 's territory in Alberta.
TCC is requested to respond to the attached questions within 30 days of the date of this letter. The company is requested to file an abridged version of its reply for the public record.
Yours sincerely,
‘Original signed by S. Bédard '
Suzanne Bédard
Senior Manager, Tariffs
Telecommunications
Attach.
cc: Brendan Keown, CRTC (819) 953-4945
Cheryl Grossi, CRTC (204) 983-6599
ATTACHMENT 1
TCC Held Orders
1. Provide a list (see Attachment 2) of all current Held Orders due to shortages of facilities for customers who have requested local telephone service, sorted by province, indicating;
a) customer name,
b) address,
c) date of request,
d) exchange name and whether or not it is forborne,
e) the planned completion date for each order, if any
f) the specific reasons for the delay and/or rationale in cases where there are no planned completion dates, and
g) whether the responses provided to e. and f. above were communicated to the customer.
2. Provide detailed information regarding the nature of the initial and any follow-up communications the company has with customers in cases of Held Orders, including the timing of both communications (e.g. elapsed time from the date of the customer's request). Provide a copy of any standard letters sent in such cases.
ATTACHMENT 2
TCC HELD ORDERS
Province :
| Customer Name | Address | Request Date | Exchange Name | Forborne (F), or not (NF) | Planned Completion Date | Reasons for the Delay or Lack of Planned Completion Date | Information sent to customer Y/N | |
| 1 | ||||||||
| 2 | ||||||||
| 3 | ||||||||
| 4 | ||||||||
| 5 | ||||||||
| 6 | ||||||||
| 7 |
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