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Ottawa, 23 July 2014
File no.: 8480-B54-X
By E-mail
To Distribution List
Re: Fees for Paper bills
Dear Sir or Madam:
Today the CRTC has published the results of a fact-finding exercise on the practice of some communications companies charging a fee to customers who wish to receive paper bills. The exercise was launched on July 3, 2013 in response to numerous inquiries, expressions of concern and complaints received by the CRTC from individual Canadians, consumer and citizen associations, and members of Parliament.
Information was gathered from a range of Canadian communications companies and reveals a wide variation in practices regarding fees for paper bills. A number of companies do not charge any fees. In cases where companies impose a fee, it can vary from $1 to over $5 per month. Certain companies also provide exemptions to these fees, such as for customers who do not have Internet access, but there is no consistent practice across the industry.
As the Vice-Chairs of Telecommunications and Broadcasting, we acknowledge the industry’s efforts to adopt environmentally-friendly practices such as e-billing. We are concerned, however, that the approach taken by the communications industry in the transition from paper to electronic bills may not have taken into account the specific circumstances of some Canadian consumers and that not all Canadians have a reasonable choice when it comes to paper bill fees. We believe that there is an opportunity for members of the telecommunications and broadcasting distribution sectors to come together and establish a comprehensive approach that will enable Canadians to make informed decisions. We note that on May 27, 2014, Canada’s eight largest banks voluntarily committed to guidelines related to extra charges, including those for paper statements, for banking services.
In our continued efforts to ensure that Canadians can make reasonable choices about their communications services, we are convening a one-day meeting to facilitate discussion on the practices related to paper bill fees and are inviting your participation. We are challenging you, the industry, to come up with a clear and predictable approach that addresses consumer issues related to paper bill fees without the CRTC taking regulatory action. The meeting will be held on August 28, 2014, from 9:00 a.m. to
5:00 p.m. at the CRTC’s Central Office at 1 Promenade du Portage, Gatineau, Quebec.
The CRTC is prepared to explore regulatory options if the industry fails to find an appropriate approach. However, we are of the view that an alternative and comprehensive approach to address the issues associated with fees for paper bills would be most effective for the communications section and for Canadians.[1]
In the event you are unable to personally attend the meeting on August 28, it is expected that your delegate will have full authority to make decisions and commitments on behalf of your organization. Please confirm your or your delegate’s attendance with
Kristin White (kristin.white@crtc.gc.ca).
Yours sincerely,
Original signed by
Peter Menzies
Vice-Chair Telecommunications, CRTC
Tom Pentefountas
Vice-Chair Broadcasting, CRTC
c.c.: rehana.warsalee@crtc.gc.ca
Distribution List
Ms. Karen Sheriff
President and Chief Executive Officer
Bell Aliant Regional Communications, Limited Partnership
karen.sheriff@bellaliant.ca
Mr. George Cope
President and Chief Executive Officer
Bell Canada
george.cope@bell.ca
Mr. Lee Bragg
Chief Executive Officer and Vice Chairman
Bragg Communications Inc. (Eastlink)
lee.bragg@corp.eastlink.ca
Mr. Louis Audet
President and Chief Executive Officer
Cogeco Cable Inc.
Louis.audet@cogeco.com
Mr. Anthony Lacavera
Chairman and Chief Executive Officer
Globalive Wireless Management Corp.
anthonylacavera@globalive.com
Mr. Pierre Blouin
Chief Executive Officer
MTS Allstream Inc.
Pierre.blouin@allstream.com
Mr. Guy Laurence
President and Chief Executive Officer
Rogers Communications Inc.
Guy.laurence@rci.rogers.com
Mr. Ron Styles
President and Chief Executive Officer
Saskatchewan Telecommunications Inc.
ron.styles@sasktel.com
Mr. Bradley Shaw
Chief Executive Officer
Shaw Communications Inc.
Brad.shaw@sjrb.ca
Mr. Joe Natale
President and Chief Executive Officer
Telus Communications Company
Joe.natale@telus.com
Ms. Manon Brouillette
President and Chief Executive Officer
Videotron G.P
manon.brouillette@videotron.com
[1] In light of the approach being pursued concerning paper bill fees, the CRTC today advised the Public Interest Advocacy Centre (PIAC) and the Consumers’ Association of Canada (CAC) that it is closing their Part 1 application relating to these issues. Accordingly, the CRTC is not ruling on the issues raised by PIAC and CAC.
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