Telecom - Commission Letter addressed to Carl MacQuarrie (Xplornet)
Ottawa, 12 July 2021
Our reference: 1011-NOC2018-0422
BY E-MAIL
Mr. Carl MacQuarrie
Regulatory Counsel
Xplornet
carl.macquarrie@corp.xplornet.com
RE: Internet Code – 2021 Compliance Reports – Request for further information
Dear Carl,
This letter sets out follow-up questions about Xplornet Communications Inc. (Xplornet) compliance with the Internet Code. Footnote1
On July 1, 2020, Commission staff sent a letter, titled Internet Code – 2020 Compliance Reports, Footnote2 which set out specific questions for Internet service providers to answer in their compliance reports for the Internet Code. These reports were due by October 1, 2020.
Commission staff has reviewed Xplornet’s report and considers that certain elements require further clarifications.
Therefore, Xplornet is asked to file answers to the attached questions no later than July 30, 2021.
As set out in Broadcasting and Telecom Information Bulletin 2010-961, Procedures for filing confidential information and requesting its disclosure in Commission proceedings, service providers may designate certain information as confidential. Service providers 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 service providers’ compliance with the Internet 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 Guillaume Leclerc, Senior Policy Analyst, Social and Consumer Policy, at guillaume.leclerc@crtc.gc.ca.
Yours sincerely,
(Original signed by)
Nanao Kachi
Director, Social and Consumer Policy
CRTC
Appendix – Questions
Q1. Actions to ensure CSR are knowledgeable about the needs of Canadians with disabilities
In your response to Q3.a.ii. of the July 14, 2020, Commission staff letter, you were asked to provide
“An overview of the actions you have taken since the Internet Code Policy was published (July 2019) to ensure your customer service representatives are knowledgeable about ISPs’ and customers’ rights and responsibilities under the Code and able to describe the Code’s provisions that are especially relevant for Canadians with disabilities (e.g. accessible formats, extended trial periods, and availability of sign language videos)” (our emphasis)
It appears to staff that you have not addressed the actions that were specific to provisions that are especially relevant for Canadians with disabilities.
Please address the specific actions you have put in place to that end.
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