ARCHIVED - Broadcasting and Telecom Notice of Consultation CRTC 2010-406

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Additional reference: 2010-406-1 and 2010-406-2

Ottawa, 23 June 2010

Call for comments on the customer transfer process and related competitive issues

The Commission calls for comments on a request by Bell Aliant Regional Communications, Limited Partnership, Bell Canada and Bell TV (the Bell companies) for regulatory symmetry between measures applicable to telecommunications and broadcasting services for the handling of service cancellation when a customer wishes to transfer from one service provider to another.

The Commission also calls for comments on the Bell companies’ requests related to:

The Commission further calls for comments on a request by Shaw Communications Inc. for a Commission determination regarding the handling of BDU customer cancellations and transfers.

Finally, the Commission is seeking comments on whether a standardized industry customer transfer process for customers changing high-speed Internet access service providers should be established.

The deadline for the submission of comments is 23 July 2010. The deadline for the submission of replies is 9 August 2010.

Bell companies’ requests

1.      The Commission has received a request by Bell Aliant Regional Communications, Limited Partnership, Bell Canada and Bell TV (the Bell companies), dated 27 May 2010, proposing a number of regulatory changes intended to achieve regulatory symmetry between the telephony and broadcasting distribution markets.


2.      The Bell companies are seeking relief under both the Telecommunications Act and the Broadcasting Act. The abridged version of the Bell companies’ request is made part of the public record of the proceeding.


3.      Specifically, the Bell companies have requested that the Commission impose a condition under section 24 of the Telecommunications Act regarding the provision of local business and residential primary exchange services (PES) and long distance services by Canadian carriers and by telecommunications service providers (TSPs). The condition would require that when any carrier – or a TSP providing services via the lease and/or resale of carrier services and facilities – wishes to provide a customer with such services, the cancellation of an existing service must be received directly from the end-user customer, as distinct from the prospective new service provider.


4.      In the alternative, the Bell companies submitted that a service provider be able to cancel existing services on behalf of a new customer in the broadcasting distribution market. However, the Bell companies indicated that modifying the customer transfer process for telephony service would be the preferred approach. 


5.      Bell also requested that the Commission: 6.      The Commission notes that, in Public Notice 2000-81, it accepted a “non-interference model,” as proposed by the Canadian Cable Television Association, for the use of cable inside wire in both SUDs and MUDs. As noted in that public notice, in filing its proposal, the cable industry specifically excluded any request for compensation for the wiring installed in SUDs. Subsequently, in Broadcasting Public Notice 2002-51, the Commission established a just and reasonable fee for the use of inside wire in MUDs only.

Shaw Communications Inc.’s request

7.      On 25 May 2010, the Commission received a request from Shaw Communications Inc. (Shaw) for a Commission determination regarding the requirements applicable to handling BDU customer cancellation and transfer requests. Specifically, Shaw sought a determination as to whether there is a requirement for BDUs to handle third-party cancellation requests through a customer service group.


8.      The Commission notes that Shaw’s request pertains to the issue raised by the Bell companies, as noted in paragraph 4 above. Accordingly, the Commission intends to consider Shaw’s request as part of this proceeding. To that end, Shaw’s letter of 25 May 2010 is made part of the public record of the proceeding, as are the following related documents:


9.      Finally, the Commission notes that, on 17 January 2003, in response to a request from Commission staff, the following cable companies provided information concerning the establishment and operation of their customer service groups:


10.  To assist the parties, the Commission is also placing these documents on the public record of the proceeding. The Commission notes that the documents referred to in paragraph 9 were filed for the Commission’s information, and were not subject to and have not received Commission approval.

High-speed Internet access services

11.  The Commission notes that there is no standardized industry customer transfer process for changing high-speed Internet access service providers. The lack of such a process has resulted in end-customer billing issues and service provider disputes. When ordering and provisioning high-speed Internet service, the service providers – which include local exchange carriers, resellers and high-speed Internet access service providers – depend entirely on terms and conditions contained in agreements signed between parties.

12.  Accordingly, the Commission is also seeking comments on whether a standardized industry customer transfer process for customers changing high-speed Internet access service providers should be established.

Call for comments

13.  The Commission calls for comments on the proposals set out above, as well as on the possible establishment of a customer transfer process for high-speed Internet access service, pursuant to the Broadcasting Act and the Telecommunications Act.


14.  The companies listed in the appendix to this Notice of Consultation are made parties to this proceeding.

15.  Parties interested in participating in this proceeding and receiving copies of all submissions must notify the Commission of their intention to do so by filling out the online form or by writing to the Secretary General (by mail: CRTC, Ottawa, Ontario, K1A 0N2; by fax: 819-994-0218) by 8 July 2010. Parties are to provide their email addresses, where available. If parties do not have access to the Internet, they are to indicate when they notify the Commission whether they wish to receive disk versions of hard-copy filings.

16.  As soon as possible after the registration date, the Commission will post on its website a complete list of interested parties, their mailing addresses, and, if available, their email addresses, identifying those parties who wish to receive disk versions.


17.  All parties may file comments with the Commission regarding the above- noted issues, serving copies on all other parties, by 23 July 2010.

18.  All parties may file reply comments with the Commission, serving copies on all other parties, by 9 August 2010.


19.  The Commission will not formally acknowledge comments. It will, however, fully consider all comments, which will form part of the public record of the proceeding.


20.  If a document is to be filed or served by a specific date, the document must be actually received, not merely sent, by that date.


21.  Parties may file their submissions electronically or on paper. Submissions longer than five pages should include a summary.


22.  Electronic submissions should be in HTML format. Alternatively, Microsoft Word may be used for text and Microsoft Excel for spreadsheets.


23.  Each paragraph of all submissions should be numbered. In addition, the line ***End of document*** should follow the last paragraph. This will help the Commission verify that the document has not been damaged during electronic transmission.


24.  The Commission encourages parties to monitor the record of this proceeding and/or the Commission’s website for additional information that they may find useful when preparing their submissions.

Important notice

25.   Note that all information that parties provide as part of this public process, except information granted confidentiality, whether sent by postal mail, facsimile, email, or through the Commission’s website at, becomes part of a publicly accessible file and will be posted on the Commission’s website. This includes personal information, such as full names, email addresses, postal/street addresses, telephone and facsimile numbers, and any other personal information parties provide.


26.  The personal information that parties provide will be used and may be disclosed for the purpose for which the information was obtained or compiled by the Commission, or for a use consistent with that purpose.

27.  Documents received electronically or otherwise will be put on the Commission’s website in their entirety exactly as received, including any personal information contained therein, in the official language and format in which they are received. Documents not received electronically will be available in PDF format.

28.  Please note that the information that parties provide to the Commission as part of this public process is entered into an unsearchable database dedicated to this specific public process. This database is accessible only from the web page of this particular public process. As a result, a general search of the Commission’s website with the help of either its search engine or a third-party search engine will not link directly to the information that was provided as part of this public process.

Location of CRTC offices

29.  Submissions may be examined or will be made available promptly upon request at Commission offices during normal business hours.

Toll-free telephone: 1-877-249-2782
Toll-free TDD: 1-877-909-2782

Central Building
Les Terrasses de la Chaudière
1 Promenade du Portage, Room 206
Gatineau, Quebec  K1A 0N2
Tel.: 819-997-2429
Fax: 819-994-0218


Regional offices

Metropolitan Place
99 Wyse Road
Suite 1410
Dartmouth, Nova Scotia  B3A 4S5
Tel.: 902-426-7997
Fax: 902-426-2721

205 Viger Avenue West
Suite 504
Montréal, Quebec  H2Z 1G2
Tel.: 514-283-6607

55 St. Clair Avenue East
Suite 624
Toronto, Ontario  M4T 1M2
Tel.: 416-952-9096

Kensington Building
275 Portage Avenue
Suite 1810
Winnipeg, Manitoba  R3B 2B3
Tel.: 204-983-6306
TDD: 204-983-8274
Fax: 204-983-6317

2220 - 12th Avenue
Suite 620
Regina, Saskatchewan  S4P 0M8
Tel.: 306-780-3422

10405 Jasper Avenue
Suite 520
Edmonton, Alberta  T5J 3N4
Tel.: 780-495-3224

580 Hornby Street
Suite 530
Vancouver, British Columbia  V6C 3B6
Tel.: 604-666-2111
TDD: 604-666-0778
Fax: 604-666-8322

Secretary General


Related documents


·         Cable inside wire fee, Broadcasting Public Notice CRTC 2002-51, 3 September 2002

·         Revised policy concerning inside wire regime; Call for comments on proposed amendments to section 10 of the Broadcasting Distribution Regulations, Public Notice CRTC 2000-81, 9 June 2000

Appendix to Telecom and Broadcasting Notice of Consultation CRTC 2010-406

Parties to the Proceeding

Access Communications Co-operative Ltd.
Amtelecom Limited Partnership
Bell Aliant Regional Communications, Limited Partnership
Bell Canada
Bluewater TV Cable Ltd.
Bragg Communications Incorporated
Brooke Telecom Co-operative Ltd.
Bruce Telecom
Câble-Axion Digitel Inc.
CityWest Telephone Corporation
Cochrane Telecom Services
Cogeco Cable Inc.
DERYtelecom inc.
Distributel Communications Limited
Dryden Municipal Telephone System
ExaTEL Inc.
Execulink Telecom Inc.
Fibernetics Corporation
Fido Solutions Inc.
FlexITy Solutions Inc.
Globility Communications Corporation
Gosfield North Communication Co‑operative Limited
Hay Communications Co‑operative Limited
Huron Telecommunications Co‑operative Limited
Iristel Inc.
ISP Telecom Inc.
La Cie de Téléphone de Courcelles Inc.
La Compagnie de Téléphone de Lambton Inc.
La Compagnie de Téléphone de St-Victor
La Compagnie de Téléphone Upton Inc.
La Coopérative de câblodistribution de l’Arrière-Pays (CCAP)
Lansdowne Rural Telephone Co. Ltd.
Managed Network Systems Inc.
Maskatel inc.
Michaud Technologies Inc.
Mornington Communications Co-operative Limited
Mountain Cablevision Limited
MTS Allstream Inc.
NanoFibre Networks Inc.
Nexicom Telecommunications Inc.
Nexicom Telephones Inc.
North Frontenac Telephone Corporation Ltd.
NorthernTel, Limited Partnership
Northwestel Inc.
Novus Entertainment Inc.
NRTC Communications
People's Tel Limited Partnership
Persona Communications Corp.
Provincial Tel Inc.
Quadro Communications Co‑operative Inc.
Rogers Cable Communications Inc.
Roxborough Telephone Company Limited
Saskatchewan Telecommunications
Shaw Communications Inc.
Sogetel inc.
Source Cable Limited
Télébec, Limited Partnership
Xittel Telecommunications Inc.
Téléphone Drummond Inc.
Téléphone Guèvremont inc.
Téléphone Milot inc.
Téléphone de St-Éphrem inc.
TelNet Communications
TELUS Communications Company
TeraGo Networks Inc.
Tuckersmith Communications Co‑operative Limited
Videotron Ltd.
Westman Media Cooperative Ltd.
Wightman Telecom Ltd.
WTC Communications
Yak Communications (Canada) Corp.

[1] Local availabilities are periods of time within the programming of non-Canadian services where BDUs may insert announcements or promotions, as per negotiated agreements between those BDUs and the programming services in question.
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