Telecom Commission Letter Addressed to Scott Mitchell (Cochrane Telecom Services)

Ottawa, 6 January 2017

Our reference:  8740-C1-201612383


Mr. Scott Mitchell
General Manager
Cochrane Telecom Services
153 6th Avenue
Cochrane, ON  P0L 1C0

RE: Cochrane Telecom Tariff Notice 77 - Terms of Service

Dear Sir:

On 2 December 2016, the Commission received an application from Cochrane Telecom Services (“Cochrane”) under Tariff Notice 77 (TN 77), in which the company proposed to modify Section 80 – Terms of Service of its General Tariff CRTC 25350.  In TN 77, Cochrane proposes to replace the current provisions of Section 80 with a cross-reference to Item 30 – Terms of Service in the Ontario Independent Services Tariff CRTC 25611 (“the OIST”).

Paragraph 28(1)(a) of the Canadian Radio-television and Telecommunications Commission Rules of Practice and Procedure provides that the Commission may require parties to file information or documents where needed.

Cochrane is requested to file an amended Tariff Notice 77/A (TN 77/A), incorporating the following required revision:

Cochrane is also requested to provide a comprehensive answer, including rationale and any supporting information, to the attached question.

The above-requested information is required to be filed with the Commission by 20 January 2017.


Original signed by Valerie Plaskacz for

Michel Murray
Director, Dispute Resolution and Regulatory Implementation
Telecommunications sector

c.c: Rudy Rab, CRTC, 819-994-3416,

Attach. (1)

Request for information

  1. Section 80, Item 9.01 – Dispute Procedure describes the procedure to be followed by a customer in the event the customer wishes to dispute charges for calls which they do not believe originated from or were accepted at their telephone.

    However, Item 30.10.01 - Dispute Procedure of the OIST states:

    “Customers may dispute charges for calls which they do not believe originated from or were accepted at their telephones.  The dispute procedure set out in the introductory pages of the telephone directory should be followed, and the customer must pay the undisputed portion of the bill.”

    Confirm that the dispute procedure described in Section 80, Item 9.01 of the tariff is also set out in the introductory pages of Cochrane Telecom Services’ telephone directory. If the procedure is not set out in the company’s telephone directory, indicate what steps the company intends to take to be compliant with OIST Item 30.10.01.

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