Telecom Commission Letter addressed to the Distribution List

Ottawa, 21 August 2019

Our reference 1011-NOC2016-0293

BY E-MAIL 

To: Distribution List

Dear Madam, Sir:

RE: Wireless Code – 2019 Compliance Reports – Request for further information

This letter sets out follow-up questions about compliance with the revised Wireless Code Footnote1 that you are asked to answer by no later than 4 September 2019

On 27 February 2019, Commission staff sent a letter Footnote2 which set out specific questions for wireless service providers (WSPs) to answer in their compliance reports for the revised Wireless Code. Those reports were due on 31 March 2019.

Commission staff reviewed your report and considers that certain elements require further clarification. Therefore, you are asked to file answers to the attached questions (see Appendix) by no later than 4 September 2019.

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.

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. All submissions are to be made in accordance with the Canadian Radio-television and Telecommunications Commission Rules of Practice and Procedure, SOR/2010-277.

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 E. K. Lim, Senior Analyst, Social and Consumer Policy, at 819-664-3047 or EngKooi.Lim@crtc.gc.ca.

Yours sincerely,

(Original signed by Antica Corner for)

Nanao Kachi
Director, Social and Consumer Policy
CRTC

Distribution List:

Bell Mobility, bell.regulatory@bell.ca
Brooke Telecom, geoff@brooketel.ca
Bragg Communications, Regulatory.Matters@corp.eastlink.ca
Freedom Mobile, Regulatory@sjrb.ca
Ice Wireless, regulatory@icewireless.com
Mornington Communications, knaylor@mornington.ca
Rogers Communications, rwi_gr@rci.rogers.com
TbayTel, stephen.scofich@tbaytel.com
Tuckersmith Communications, regulatory@tccmail.ca
Québecor Média, dennis.beland@quebecor.com
Xplornet Communications, carl.macquarrie@corp.xplornet.com

Appendix: Request for further information

Questions for Bell Mobility

  1. In response to your filing with regards to Q1 (first bullet) of the Commission staff letter of 27 February 2019:
    Provide the number of individual and small business customers that made a formal complaint to their service provider about their retail mobile wireless services.
  2. With regards to Q7(4) of the same Commission staff letter:
    In paragraph 426 of Telecom Regulatory Policy 2017-200, the Commission directed all WSPs to “add a notification regarding the consumer checklist to their billing statements on two separate occasions: one notification in the month that the revised Code takes effect, and one notification three months later, and semi-annually thereafter.”
    Confirm whether your company is compliant with this policy and if so, explain how it has achieved this compliance.

Question for Brooke Telecom

  1. In response to your filing with regards to Q6(5) of the Commission staff letter of 27 February 2019, an attachment appears to be missing from your filing:
    Provide Attachment #1 – Contract & Critical Information Summary

Question for Bragg Communications

  1. In the filing with regards to Q1 of the Commission staff letter of 27 February 2019, Bragg Communications provided the number of individual and small business customers that made a formal complaint to their service provider about their retail mobile wireless services:
    Provide the number of customers that were provided with information about the CCTS during the complaint process.
  2. With regards to Q7(2) of the same Commission staff letter:
    In paragraph 383 of Telecom Regulatory Policy CRTC 2013-271, the Commission indicated that “consumers must be able to easily find information about the Code on the WSPs’ websites. This would require that WSPs provide prominent links to the consumer checklist on their websites. Prominent means that customers must be able to access the consumer checklist within one click of the WSPs’ home page and within one “click” of all pages describing their wireless service offerings.”
    Confirm whether your company is compliant with this policyand, if so, explain how it has achieved this compliance; if not, please explain how you will come into compliance forthwith.

Question for Freedom Mobile

  1. In response to your filing with respect to Q3 of the Commission staff letter of 27 February 2019, and Paragraph 8 of the compliance report which you submitted in confidence:
    Provide a status update on the subject matter of the paragraph in question and address this matter as it relates to ongoing compliance with the revised Wireless Code.

Question for Ice Wireless

  1. In response to your filing with respect to Q6 (2) & (3) of the Commission staff letter of 27 February 2019:
    Explain and confirm that your company is compliant with section A.1 of the revised Wireless Code in sending notifications to customers referring to percentages of a cap instead of a monetary amount.

Question for Mornington Communications

  1. In response to your filing with respect to Q7(2) of the Commission staff letter of 27 February 2019:
    In paragraph 383 of Telecom Regulatory Policy CRTC 2013-271, the Commission indicated that “consumers must be able to easily find information about the Code on the WSPs’ websites. This would require that WSPs provide prominent links to the consumer checklist on their websites. Prominent means that customers must be able to access the consumer checklist within one click of the WSPs’ home page and within one “click” of all pages describing their wireless service offerings.”
    Confirm whether your company is compliant with this policyand, if so, explain how it has achieved this compliance; if not, please explain how you will come into compliance forthwith.

Question for Tbaytel

  1. In response to your filing with regards to Q3 of the Commission staff letter of 27 February 2019:
    Confirm whether your company is compliant with the provisions of the revised Wireless Code regarding the application of data caps to flex plans and, if so, explain how it has achieved this compliance; if not, please explain how you will come into compliance forthwith.

Question for Rogers Communications

  1. In response to your filing with respect to Q7(2) of the Commission staff letter of 27 February 2019:
    In Paragraph 383 of Telecom Regulatory Policy CRTC 2013-271, the Commission indicated that “consumers must be able to easily find information about the Code on the WSPs’ websites. This would require that WSPs provide prominent links to the consumer checklist on their websites. Prominent means that customers must be able to access the consumer checklist within one click of the WSPs’ home page and within one “click” of all pages describing their wireless service offerings.”
    Confirm whether your company is compliant with this policy and, if so, explain how it has achieved this compliance; if not, please explain how you will come into compliance forthwith.

Question for Tuckersmith Communications

  1. In response to your filing with respect to Q3 of the Commission staff letter of 27 February 2019:
    Confirm whether your company is compliant with sections E.5(i) and G.6(ii) & (iii) of the revised Wireless Codeand, if so, explain how it has achieved this compliance; if not, please explain how you will come into compliance forthwith.

Question for Québecor Média

  1. In response to your filing with respect to Q6(4) of the Commission staff letter of 27 February 2019:
    Provide a status update for your brand Fizz regarding compliance with section E.1 of the revised Wireless Code.

Question for Xplornet Communications

  1. In response to your filing with respect to Q3 of the Commission staff letter of 27 February 2019:
    Confirm whether your company is compliant with sections F.1(ii) and F.2(i) of the Revised Wireless Code and, if so, explain how it has achieved this compliance; if not, please explain how you will come into compliance forthwith.
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