Telecom Commission Letter Addressed to Paul Cowling (Freedom Mobile Inc.)

27 September 2018

Our reference: 1011-NOC2016-0293

BY E-MAIL 

Paul Cowling
Senior Vice President, Legal & Regulatory Affairs
Freedom Mobile Inc.
regulatory@sjrb.ca

RE: Revised Wireless Code Implementation – 2018 Compliance Reports – Request for further information

Dear Mr. Cowling,

This letter sets out follow-up questions about Freedom Mobile’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 Freedom Mobile’s report and considers that certain elements require further clarification.

Therefore, Freedom Mobile 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 the Commission staff letter dated 15 February 2018, question 5.e. states “Provide an example of the text used and describe the delivery method(s) you employ when notifying 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.”  Freedom Mobile submitted that its “customers are made aware of their contract expiry date through monthly bills and their on-line account portal at myaccount.freedommobile.ca.” 
    1. Explain how, in your view, this response satisfies all of the requirements of section G. 6 (ii) of the revised Code, which provides 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)
      4. In the event that Freedom Mobile does not currently send a notification that meets all of these requirements, please indicate the date upon which Freedom will fully comply with this provision of the Code.
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