ARCHIVED - Telecom Commission Letter Addressed to David Watt (Rogers Communications Inc.)

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Ottawa, 13 February 2018


Mr. David Watt
Senior Vice President, Regulatory
Rogers Communications Inc.
350 Bloor Street East, 6th Floor
Toronto, Ontario M4W 0A1

Dear Mr. Watt:

RE: Revised Wireless Code implementation – Rogers’ Part 1 application for an extension of time File No. 8665-R28-201710442

This letter sets out the Canadian Radio-television and Telecommunications Commission’s determinations on Rogers’ Part 1 application seeking an extension of time to implement certain requirements in Telecom Regulatory Policy CRTC 2017-200 – Review of the Wireless Code (the revised Code).

In its application filed 3 November 2017, Rogers stated it would be unable to comply with certain requirements of section E (Bill Management) of the revised Code by the 1 December 2017 deadline. For this reason, it requested an extension to 31 May 2018 to implement these rules. Rogers stated that all other requirements of the revised Code would be implemented on time.

The Commission considers that, due to the technical complexities associated with operationalizing the required changes to Rogers’ billing system and its online customer service platform, as well as the level of automation that is involved with these systems, Rogers has demonstrated that it is facing barriers that make it financially unreasonable as well as technically impossible to implement the specific requirements related to bill management reflected in sections E.1 (i), E.2 (iii and iv) and E.3 (iii and v) of the revised Code by the required deadline.

Therefore, the Commission approves Rogers’ request to extend its implementation of the revised Code from 1 December 2017 to 31 May 2018 for the following rules:

Until Rogers has fully implemented the revised Code for all customers, the Commission expects Rogers to credit or refund customers who complain to Rogers regarding the rules set out in E.1-3 of the revised Code and who are legitimately entitled to a credit or a refund. In particular, the Commission expects Rogers to credit or refund customers in any cases where Rogers bills them for data overage charges or data roaming charges in excess of the respective caps, without first obtaining the express consent of either the account holder or an authorized user  accepting such additional charges.

The Commission reminds Rogers that:

To ensure that Rogers’ customers are aware of the delays and can seek recourse where appropriate, the Commission directs Rogers to:

The Commission intends to monitor consumer complaints for any systemic issues arising from the delays in implementing the revised Code. 

Yours sincerely,

(Original signed by)

Claude Doucet
Secretary General

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