ARCHIVED - Telecom - Commission letter addressed to Mr. Paul Bolton (Shaw Telecom G.P.)

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Ottawa, 25 November 2019

Our reference: 1011-NOC2017-0033


Mr. Paul Bolton
Regulatory Analyst
Shaw Telecom G.P.
630 3rd Avenue South West, Suite 600
Calgary, Alberta T2P 4L4

Subject:  Annual request for information regarding Message Relay Services - Telecom Regulatory Policy CRTC 2018-466

Dear Mr. Bolton:

I am writing in regards to Shaw’s 31 January 2019 response to a request for information (RFI) letter issued on 17 January 2019. That letter was issued pursuant to the Message Relay Services (MRS) Regulatory PolicyFootnote1published on 14 December 2018.

In order to have more complete information, Commission staff requests a response to this letter by 9 December 2019. The response must include answers to the four requests set out below.


Request #1

Commission staff notes that in 2018, average monthly IP relay wait times were #63.33# seconds for Shaw customers and #43.20# seconds for Freedom Mobile customers, while the percentage of calls answered within 20 seconds averaged #79.30%# and #88.30%# respectively.

In each of the above cases (i.e. for Shaw vs. for Freedom Mobile), what percentage of calls during 2018 that took longer than 20 seconds to be answered by a live relay operator were answered:

Request #2

In responding to question 3 of the RFI letter, Shaw did not submit Freedom Mobile’s agreement with Northern 911. Confirm when Shaw will provide the Commission a copy of the agreement.

Request #3

In responding to question 4 of the RFI letter, Shaw indicated that both its IP Relay and MRS support 911 emergency calling.

However, staff notes that Freedom Mobile’s accessibility website discusses placing an emergency call using Text with 9-1-1, but does not mention MRS as an option to place an emergency call. Given that paragraph 229 of the MRS Regulatory Policy requires all MRS providers to provide access to 9-1-1 service, explain whether Freedom Mobile customers can use MRS to contact 9-1-1.

Request #4

Pursuant to paragraph 38 of the MRS Regulatory Policy, WSPs that offer and provide mobile wireless voice services will, by 14 June 2019, be required to offer IP relay service to their retail customers.

Confirm whether Freedom Mobile has met the 14 June 2019 deadline to offer IP relay service to its retail customers.

The filing of documents referenced in this letter is to be done using the secured service “My CRTC Account (Partner Log In or GCKey).”

Please note that responses to this letter are due 9 December 2019. If you have any questions, please contact Bradley Gaudet at

Yours sincerely,

Nanao Kachi
Director, Social and Consumer Policy
Consumer, Research and Communications

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