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Telecom - Staff Letter addressed to Imran Khan (Northwestel Inc.)

Ottawa, 9 April 2024

Our reference: 8740-N1-202305961, 8740-N1-202305979

BY EMAIL

Imran Khan
Chief Financial Officer & Vice-President
Northwestel Inc.
10th Floor 5201 Franklin Ave #100
Yellowknife, NT X1A 2P1
regulatoryaffairs@nwtel.ca

Subject: Northwestel Inc. Tariff Notice 1191 – Add Atlin, BC to Residential Services and Tariff Notice 1192 – Add Atlin, BC to Enterprise Business Services

Dear Imran Khan:

On 20 October 2023, the Commission received two applications from Northwestel Inc. (Northwestel) proposing to, among other things, introduce residential and business services in Atlin, BC effective 23 November 2023, following the transfer of responsibility for the community from TELUS Communications Inc. (TELUS) to Northwestel.

Paragraph 28(1) (a) of the Canadian Radio-television and Telecommunications Commission Rules of Practice and Procedure provides that the Commission may require parties to file information or documents where needed. Accordingly, Northwestel is requested to provide comprehensive answers, including rationale and any supporting information, to the attached questions by 24 April 2024.

As set out in section 39 of the Telecommunications Act (the Act) and in Broadcasting and Telecom Information Bulletin CRTC 2010-961, Procedures for filing confidential information and requesting its disclosure in Commission proceedings, persons may designate certain information as confidential. A person designating information as confidential must provide a detailed explanation on why the relevant information qualifies for designation as confidential and why its disclosure would not be in the public interest, including why the specific direct harm that would be likely to result from the disclosure would outweigh the public interest in disclosure.

Furthermore, a person designating information as confidential must either file an abridged version of the document omitting only the information designated as confidential or provide reasons why an abridged version cannot be filed.

In order to inform the participation of interested persons in the proceedings, Commission staff expects Northwestel to disclose information on the public record to the maximum extent possible.

Where a document is to be filed or served by a specific date, the document must be actually received, not merely sent, by that date. The Commission requires the response or other documents to be submitted electronically by using the secured service “My CRTC Account” (Partner Log In or GCKey) and filling the “Telecom Cover page” located on this web page.

A copy of this letter and all subsequent replies will be added to the public record of this proceeding.

Yours sincerely

Original signed by

Michel Murray
Director, Dispute Resolution & Regulatory Implementation
Telecommunications Sector

c. c. : Christine Brock, CRTC, (873)-353-5852, christine.brock@crtc.gc.ca

Attach. (1)

Requests for Information

  1. In the cover letter to TN 1191, Northwestel indicated that it will attempt, through both letters and calls beginning in mid-November 2023 and through to March 2024, to contact every residential customer in Atlin to confirm that they wish to continue to subscribe to residential primary exchange services (PES) service, and to assist with any other service-related requests, such as calling features or long-distance calling plans. The company also indicated that it would hold a town hall meeting on 2 November 2023 where the company would assist customers with questions or requests as part of this transition.

Provide an update of the results of these initiatives including:

  1. whether customers were provided with information on how they could comment on the proposed transfer and service changes either to the company or the Commission;
  2. the number of customers who have reached out to Northwestel for assistance in relation to their PES service;
  3. the number of customers Northwestel has phoned in relation to their service;
  4. if Northwestel was unable to reach customers via phone, identify what other approaches were taken to contact residents (other than the town hall meeting);
  5. whether customers raised any concerns when they contacted the company, and if so, what were the concerns;
  6. how many residential customers have subscribed to Northwestel for local phone service, indicating the detailed take-rate as well for associated calling features;
  7. how many business customers have subscribed to Northwestel for local phone service, indicating the detailed take-rate as well for associated calling features;
  8. how many people attended the town hall meeting; what were the concerns raised by the community at that meeting, and what information was provided or measures taken by the company to address these concerns;  
  9. other than the planned phone calls in March 2024, are other initiatives to communicate information to customers being planned to ensure a smooth transition; and
  10. any additional information related to interactions between Northwestel and the community regarding the transition, or regarding Northwestel’s provision of services, that may be relevant to the Commission having a complete understanding of any significant issues or concerns from the part of the community, and how they are being addressed by Northwestel. 
  1. In a letter filed on the record of the proceeding initiated by Telecom Notice of Consultation 2022-147,Footnote1 the Taku River Tlingit First Nation (TRTFN) indicated that it was participating in a joint communications team regarding messaging to area residents.
    1. What messaging was provided to area residents at that time?
    2. Were residents provided the opportunity to raise concerns? If so, what were the concerns raised by residents?
    3. What responses were provided to such concerns?
  1. Indicate whether retail Internet services are currently available to customers in Atlin, and if so, identify the service packages available including upload and download speeds, usage allowances, and prices.
  2. In Telecom Order 2023-275,Footnote2 the Commission approved the company’s proposal in relation to the Connecting Families initiative effective 24 October 2023. To the extent not addressed in response question 4, provide the following.
    1. Will the Connecting Families Internet packages be available to customers in Atlin, BC. If so, when will be they be available to customers and how will they be notified? If not, provide the reason that they will not be available.
    2. Once fibre has been rolled-out to the community, would the higher speed Connecting Families Internet package also become available to customers?
    3. Any additional information regarding Northwestel’s provision of Connecting Families Internet packages to customers in Atlin that may be relevant.
  1. In the cover letter to TN 1192, Northwestel indicated that the microwave capacity into Atlin is limited and that while the company is able to service the existing customer base that was transferred on 23 November 2023, new enterprise-grade customers may be limited to slower speeds until the transport link is upgraded to fibre.
    1. Have any additional enterprise-grade customers reached out for services and, if yes, what service arrangements were provided by Northwestel?
    2. Have the capacity limitations impacted the quality of service for business service customers to date?
  1. Several interveners raised concerns over the high price of Northwestel’s local phone and long-distance services in comparison to services offered by TELUS Communications Inc. (TELUS).
    1. Identify any further options that would or could be made available to customers to mitigate concerns of high prices resulting from the transition. The response should address the potential for i) lengthening the transition period to match Northwestel’s existing Band H1 residential PES rate, and ii) maintaining the residential PES rate for Atlin at a level consistent with that paid for residential PES service offered by TELUS.
    2. What long distance packages are available from Northwestel for i) residential customers and ii) business customers? Identify any further options that would or could be made available to Atlin customers to mitigate concerns of high long-distance prices resulting from the transition?
    3. Are there competitive long distance service options available in Atlin, and if so, provide examples of these service options including relevant prices and links to the information where available.
  1. In Telecom Order 2023-379,Footnote3 the Commission approved Northwestel TN 1191 on an interim basis. Provide the company’s views regarding delaying the 1 June 2024 increase to the residential rate, which would increase the rate by $3.05 plus inflation, pending the Commission’s final determination on the application.
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