Telecom Commission Letter Addressed to Samer Bishay (Ice Wireless Inc.)
Ottawa, 7 January 2019
Our reference: 1011-NOC2016-0293
Mr. Samer Bishay
Ice Wireless Inc.
RE: Revised Wireless Code – 2018 Compliance Report Assessment – Ice Wireless
Dear Mr. Bishay:
This letter sets out the Canadian Radio-television and Telecommunications Commission (thereafter “the Commission”)’s assessment of the information filed by Ice Wireless in its 2018 Wireless Code compliance reportFootnote1 and sets out specific directions to be followed by Ice Wireless in this regard.
In Ice Wireless’ 2018 compliance report and in its subsequent responses to requests for information, Ice Wireless admitted that it had not fully implemented certain provisions of the revised Wireless Code and would be unable to do so until February 15, 2019. Those provisions of the revised Wireless Code are:
- E.1 (international roaming notification)
- E.2 (cap on data roaming charges)
- E.3 (cap on data overage charges)
Ice Wireless submitted that its ongoing failure to implement these provisions is due to technical challenges in updating a multitude of systems that are required to deliver wireless services to customers.
The Commission considers that the information filed by Ice Wireless indicates that it has faced significant barriers to implementing sections E.1-3 of the revised Code. The Commission acknowledges that Ice Wireless began notifying affected customers of the implementation delays in October 2018 and that it is providing credits to negatively affected customers upon request.
Nonetheless, the Commission remains concerned that Ice Wireless’ customers may not be receiving the full benefit of the revised Code at this time. To that end, the Commission directs Ice Wireless to:
- Take the steps necessary to implement sections E.1-3 of the revised Code by no later than February 15, 2019;
- Continue to notify affected customers of (1) how they will be affected by the delays in implementing the revised Code; (2) the existing tools that they can use to manage their usage; and (3) how to make a complaint to Ice Wireless and how to escalate the complaint to the Commission for Complaints for Telecom-television Services should they not be satisfied with how their complaint is addressed; and
- Confirm, in writing, by February 15, 2019, that they have fully implemented the revised Code. For clarity, Ice Wireless must also notify the Commission if this deadline passes without full implementation of sections E.1-3.
The Commission may take further measures that may become appropriate in order to address any additional or ongoing failures on the part of Ice Wireless with respect to the revised Code.
The Commission reminds Ice Wireless that it will be required to submit another Wireless Code compliance report by March 31, 2019.
(Original signed by)
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