Telecom Commission Letter Addressed to Adam Siefert (Wightman Communications Ltd.)

Ottawa, 27 September 2018

Our reference:  1011-NOC2016-0293

BY E-MAIL 

Mr. Adam Siefert
Controller
Wightman Communications Ltd.
asiefert@wightman.ca

RE: Revised Wireless Code Implementation – 2018 Compliance Reports – Request for further information File No. 1011-NOC2016-0293

Dear Mr. Siefert,

This letter sets out follow-up questions about Wightman’s compliance with the revised Wireless CodeFootnote1

On 15 February 2018, Commission staff sent a letter, titled Revised Wireless Code Implementation – Compliance Reports, which set out specific questions for wireless service providers to answer in their compliance reports for the revised Wireless Code. These reports were due by 31 March 2018.

Commission staff reviewed Wightman’s report and considers that certain elements require further clarification.

Therefore, Wightman is asked to file answers to the attached questions on or before 9 October 2018.

As set out in Broadcasting and Telecom Information Bulletin 2010-961, Procedures for filing confidential information and requesting its disclosure in Commission proceedings, WSPs may designate certain information as confidential. WSPs must provide an abridged version of the document involved, accompanied by a detailed rationale to explain why the disclosure of the information is not in the public interest.

These materials may be incorporated into the record of a potential future proceeding evaluating WSP compliance with the revised Wireless Code and assessing whether remedial measures are appropriate in the circumstances.

For further information on how to submit your response, see the CRTC’s web page Submitting applications and other documents to the CRTC using My CRTC Account.

If you have any questions, please contact Meghan Wawryk, Senior Analyst, Social and Consumer Policy, at 819 635-6959 or meghan.wawryk@crtc.gc.ca

Yours sincerely,

(Original signed by)

Scott Shortliffe
Chief Consumer Officer, Consumer Affairs and Strategic Policy
CRTC

Enclosure

Questions

  1. In response to question 5.b. of the Commission staff letter dated 15 February 2018,Footnote2 Wightman provided an example of the text sent to device users once a roaming tower is accessed.  Confirm that the account holder, in addition to the device user, also receives a notification clearly explaining the associated rates for voice, text messaging, and data services as required under section E.1 (i) of the revised Code. If not, provide the date that this requirement will be met.
  2. In response to question 5.c. and d. of the Commission staff letter dated 15 February 2018,Footnote3 Wightman provided an example of the text used when notifying a customer that they have reached 101% of their voice and data plan allotments. However, the question related to seeking consent to go beyond the data roaming charge ($100) and data overage charge ($50) caps. Explain in detail the method you use to obtain consent from an account holder or authorized user to pay additional charges beyond the $100 data roaming charges and $50 in data overage charges within a single billing cycle, as required under sections E.2 and E.3 of the revised Wireless Code.
  3. In response to question 5.e. of the Commission staff letter dated 15 February 2018,Footnote4 Wightman submitted that the “Customer Contract states that all accounts will move to Month-to-Month after contract end date.”
  4. Explain how, in your view, Wightman’s response satisfies all of section G. 6 (ii) of the revised Code, which requires that:

    “(ii) A service provider must notify a customer on a fixed-term contract at least 90 calendar days before the end of their initial commitment period whether or not the contract will be automatically extended. This notification must include

    1. the date on which the contract is set to expire;
    2. a statement informing the customer that as of that date, they can switch plans, change services providers, or cancel their service without penalty; and
    3. information explaining
      1. whether the contract will be automatically extended with the same rates, terms, and conditions, on a month-to-month basis; and
      2. if the contract is not being automatically extended, the proposed new minimum monthly charge for service going forward.” (emphasis added)
  5. In response to question 6.c. of the Commission staff letter dated 15 February 2018, which requested that Wightman provide an example of the information it visually displays from the consumer checklist in your stores and kiosks, Wightman submitted that it “directs our customers to review the information online at https://wightman.ca/residential/mobility”.  Explain how, in your view, this satisfies the Commission direction set out in paragraph 426.c of TRP 2017-200.
  6. In response to question 6.f. of the Commission staff letter dated 15 February 2018, which requested that Wightman provide the link to its website promoting the extended trial period, Wightman submitted the following link: https://wightman.ca/residential/mobility. However, upon review, no reference to the extended trial period was found on this webpage. Staff notes that Wightman submitted in its Compliance Report that it was unaware of this requirement prior to filing, but is now compliant. Provide the exact link to your website that promotes the availability of the extended trial period.
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