ARCHIVED - Telecom Commission Letter addressed to Philip Ka Yiu Lee and Winnie Wai Lam Tse (Redbox Solutions Ltd.)

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Ottawa, 9 July 2018

Our reference: 1011-NOC2019-0363


Philip Ka Yiu Lee / Winnie Wai Lam Tse
Redbox Solutions Ltd.
Unit 1A23 – 4675 Steeles Avenue East
Scarborough, Ontario, M1V 4S5,

Subject: Your company’s mandatory participation in the CCTS

Dear Mr. Lee and Ms. Tse:

The Canadian Radio-television and Telecommunications Commission (CRTC) Footnote1 has been informed that Redbox Solutions Ltd. has failed to become a participant in the Commission for Complaints for Telecom-Television Services (CCTS) Footnote2 .

The CCTS provides a valuable service to Canadians, helping them resolve disputes with their Telecommunications Service Providers (TSPs). As such, the CRTC has determined that participation in the CCTS is mandatory for all TSPs, including resellers that provide services within the scope of the CCTS’ mandate. Over 300 TSPs, large and small, are participants in the CCTS.

Failure to participate in the CCTS is taken very seriously by the CRTC and may result in enforcement action being taken against non-compliant TSPs. In particular, the CRTC may begin the process to impose an administrative monetary penalty (AMP) on a non-compliant TSP following a referral from the CCTS. The enforcement process could result in AMPs of up to $50,000 being imposed on TSPs that failed to participate in the CCTS and up to $15,000 on its Director(s). See Telecom Notice of Consultation CRTC 2018-5 for more details. 

Based on the information provided to the CRTC by the CCTS, Redbox Solutions Ltd. was required to become a participant in the CCTS by 24 May 2018 but has failed to do so. As a result, Redbox Solutions Ltd. could be found to be in violation of the Telecommunications Act because it had contravened the CRTC’s participation requirement. Appendix A provides more details concerning the requirement that Redbox Solutions Ltd. participate in the CCTS.

In order to avoid the CRTC taking further actions in response to failing to participate in the CCTS, Redbox Solutions Ltd. is required to become a participant in the CCTS and provide proof that it has done so (i.e., a copy of correspondence from the CCTS acknowledging your company’s participation) to the Chief Consumer Officer of the CRTC by 31 July 2018.

Should you have questions about registering as a participating TSP or the triggering complaint, you can contact Ms. Josée Thibault at the CCTS at 613-688-4752. If you have questions specific to the CRTC’s requirements concerning CCTS participation and the Telecommunications Act, you may contact Nanao Kachi, Director of Social and Consumer Policy, at 819-997-4700 or

Yours sincerely,

Scott Shortliffe
Chief Consumer Officer and Executive Director
Consumer Affairs and Strategic Policy

Appendix A – Details concerning the requirement that Redbox Solutions Ltd.participate in the CCTS

Mandatory participation in the CCTS has been in effect for the largest TSPs since December 2007. In Telecom Regulatory Policy 2011-46, the CRTC determined that all TSPs that offer services within the scope of the CCTS must become members of the CCTS within five days of the date that the CCTS notifies the TSP that the CCTS has received an in-scope complaint about it. 

The CCTS participation requirement was reaffirmed by the CRTC in Broadcasting and Telecom Regulatory Policy 2016-102. As per paragraph 45 of the CCTS review, the CRTC requires, pursuant to sections 24 and 24.1 of the Telecommunications Act, that as a condition of offering or providing telecommunication services:

For clarity, the term "person" includes every Canadian carrier and every person who is not a Canadian carrier, as defined in the Telecommunications Act.

Based on the information provided to the CRTC by the CCTS, Redbox Solutions Ltd. was required to become a participant in the CCTS by 24 May 2018 but has failed to comply with this requirement. Specifically the CCTS informed the CRTC that:

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