Telecom - Commission Letter addressed to Naved Ashraf (Net2Web Inc.)
Ottawa, 21 October 2020
Our reference: 1011-NOC2021-0338
9040 Leslie Street
Richmond Hill, Ontario
Subject: Your company’s mandatory participation in the CCTS
Dear Mr. Ashraf,
The Canadian Radio-television and Telecommunications Commission (CRTC) has been informed that Net2Web Inc. has failed to become a participant in the Commission for Complaints for Telecom-television Services (CCTS).
The CCTS provides a valuable service to Canadians, helping them resolve disputes with their Telecommunications Service Providers (TSPs). As such, the CRTC has determined that participation in the CCTS is mandatory for all TSPs, including resellers that provide services within the scope of the CCTS’ mandate. Over 300 TSPs, large and small, are participants in the CCTS.
Failure to participate in the CCTS is taken very seriously by the CRTC and may result in enforcement action being taken against non-compliant TSPs. In particular, the CRTC may begin the process to impose an administrative monetary penalty (AMP) on a non-compliant TSP following a referral from the CCTS. As of January 2018, this enforcement process has been for AMPs of up to $50,000 on TSPs that failed to participate in the CCTS. See Telecom Notice of Consultation CRTC 2018-5 for more details.
Based on the information provided to the CRTC by the CCTS, Net2Web Inc. was required to become a participant in the CCTS by 5 June 2020 but has failed to do so. As a result, Net2Web Inc. could be found to be in violation of the Telecommunications Act because it had contravened the CRTC’s participation requirement. Appendix A provides more details concerning the requirement that Net2Web Inc. participate in the CCTS.
In order to avoid the CRTC taking enforcement actions against your Net2Web Inc., Net2Web Inc. is required to become a participant in the CCTS and provide proof that it has done so (i.e., a copy of correspondence from the CCTS acknowledging your Net2Web’s participation) to the Chief, Consumer, Research and Communications of the CRTC by 11 November 2020.
Should you have questions about the process of registering as a participating service provider, you can contact Ms. Josée Thibault at the CCTS at 613-688-4752. If you have questions specific to the CRTC’s requirements concerning CCTS participation and the Telecommunications Act, you may contact Nanao Kachi, Director of Social and Consumer Policy, at 819-997-4700 or email@example.com.
Original signed by Scott Hutton
Chief, Consumer, Research and Communications
Appendix A – Details concerning the requirement that Net2Web participate in the CCTS
As per paragraph 45 of Broadcasting and Telecom Regulatory Policy 2016-102, the CRTC requires, pursuant to sections 24 and 24.1 of the Telecommunications Act, that as a condition of offering or providing telecommunication services:
- Every person (i.e. TSP) who is not a participant in the CCTS as of March 17, 2016 become and remain a participant in the CCTS commencing 30 days after the date on which the CCTS informs that person that the CCTS has received a complaint related to telecommunications services provided by it falling within the scope of the CCTS’s mandate.
For clarity, the term "person" includes every Canadian carrier and every person who is not a Canadian carrier, as defined in the Telecommunications Act.
Based on the information provided to the CRTC by the CCTS, Net2Web Inc. was required to become a participant in the CCTS by 5 June 2020 but has failed to comply with this requirement. Specifically the CCTS informed the CRTC that:
- The CCTS received an in-scope complaint from a customer of Net2Web Inc. on 10 March 2020 that triggered the CCTS participation requirement;
- The CCTS provided written notice to Net2Web Inc. on 6 May 2020 that Net2Web Inc. was required to become a participant by 5 June 2020;
- The CCTS provided a subsequent written notice to Net2Web Inc. on 8 June 2020; and
- As of the date of this letter, Net2Web has failed to become participant in the CCTS as required.
- Date modified: