Search

Telecom - Staff Letter addressed to Stephen Schmidt (TELUS Communications Inc.)

Ottawa, 31 January 2024

Our reference: 8000-C12-202400282

By EMAIL

Stephen Schmidt
Vice-President – Telecom Policy and Chief Regulatory Legal Counsel
Telecom Policy and Regulatory Affairs
TELUS Communications Inc.
Floor 5 – 215 Slater Street
Ottawa, ON K1P 0A6
regulatory.affairs@telus.com

Subject: Proposed disconnection of home telephone service in the Kamloops, BC area

Dear Stephen Schmidt,

The Canadian Radio-television and Telecommunications Commission (Commission) has been made aware of TELUS Communications Inc.’s (TELUS) intention to disconnect home telephone service in an area of Tranquille Valley close to Kamloops, British Columbia, effective 8 March 2024.

In exercising its powers and performing its duties under the Telecommunications Act (the Act), the Commission must implement the Canadian telecommunications policy objectives set out in section 7 of the Act, including to render reliable and affordable telecommunications services of high quality accessible to Canadians in both urban and rural areas in all regions of Canada, and to respond to the economic and social requirements of users of telecommunications services.

Commission staff is concerned that TELUS’ plans could jeopardize access to telephone services in the Tranquille Valley, and perhaps elsewhere. Without reliable alternatives, Canadians in this area would lack access to public safety services and have no means to call family and friends or conduct business from home. Furthermore, staff questions how TELUS’ plans are consistent with their obligation to provide voice telephone services in this area under existing Commission rules.

Therefore, TELUS is requested to provide, by 2 February 2024, comprehensive answers, including rationale and any supporting information, to the following questions:

  1. Identify any communities in your serving territory subject to a proposed service disconnection.
  2. Provide, for each community, the total number of a) residential and b) business customers impacted by the proposed disconnection.
  3. Provide details on how affected customers were informed of the change, as well as of the number and details of complaints received by TELUS.
  4. Describe the underlying infrastructure currently used by TELUS to provision voice services for each community that it proposes to disconnect (e.g. copper, microwave, radio telephone service, etc.).
  5. Complaints received indicate that TELUS advised customers that it must repurpose the 3.5GHz microwave spectrum to make way for 5G cellular service, however cellular service is not being extended to the 57 homes affected.
    1. Are the services provided to these customers currently regulated? If yes, identify the tariff item number(s) associated with the service(s). If not, identify the Commission decision where the service was forborne from regulation.
    2. Provide the rationale for the proposed disconnection(s) and the associated timelines (e.g. previous Commission decision, citing the relevant specific decision, etc.).
    3. Could the proposed disconnection date be delayed? If yes, indicate how long services could continue to be provided. If not, indicate why not.
    4. Describe whether TELUS plans to expand fibre-based services to the affected community or communities identified. If so, when will fibre-based services be available to the affected residential and business customers. If not, explain why not.
    5. Describe whether TELUS plans to expand mobile services to the affected community or communities identified. If so, when will mobile services be available to the affected residential and business customers. If not, explain why not.
  6. Given that TELUS is currently subject to an obligation to serve in terms of the provision of basic primary exchange service, explain how the company intends to continue to meet this obligation within each of the communities identified in response to question 1.
  7. Provide any additional information relevant to the Commission and TELUS customers so as to provide a comprehensive understanding of the situation.

To the extent that information is submitted in confidence pursuant to section 39 of the the Act, an abridged version of all submissions must be provided for the public record. In light of the public’s interest in understanding the situation, TELUS is requested to disclose information on the public record to the maximum extent possible. A copy of this letter and all related correspondence will be added to the public record.

Sincerely,

Original signed by

Leila Wright
Executive Director
Telecommunications Sector

c.c.:  Michel Murray, CRTC, michel.murray@crtc.gc.ca
Christine Brock, CRTC, christine.brock@crtc.gc.ca

Date modified: