Telecom - Staff Letter addressed to the Distribution List
Ottawa, 20 October 2023
Reference: 8621-C12-01/08
BY E-MAIL
Distribution List
Subject: Request for Information regarding Third-Party Call Centres’ Handling of Official Languages in the Event of a Default 9-1-1 Routed Call - Extension Request by TELUS
On 12 October 2023, Commission staff issued a request for information (RFI) to TELUS Communications Inc. (TELUS) and Bell Canada (Bell) regarding the provision of official language services at third-party call centres in the context of default routed 9-1-1 calls. The established deadline for the responses from TELUS and Bell was 23 October 2023.
On 17 October 2023, the Commission received a letter from TELUS in which it requested an extension to the response deadline to 14 November 2023. TELUS conveyed that some of the responses to the RFI require specific quantitative data, as well as the provision of agreements and guidelines governing how default call routing call centres handle requests from callers in both official languages. TELUS stated that its responses will also require significant input from several internal TELUS business units and that such collaboration would not be possible by 23 October 2023.
Commission staff is satisfied that extending the deadline for both TELUS and Bell will allow them to provide more complete information on practices related to the provision of services in both official languages for calls received at their call centres tasked with handling default routed 9-1-1 calls. As such, staff extends the deadline by which TELUS and Bell are to file their responses to 14 November 2023.
Yours Sincerely,
Original signed by
Michel Murray
Director, Dispute Resolution & Regulatory Implementation
Telecommunications Sector
c.c.: Etienne Robelin, Manager, Emergency Services Policy, CRTC (etienne.robelin@crtc.gc.ca)
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