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Telecom - Staff Letter addressed to the Distribution List

Ottawa, 23 July 2024

Reference(s): 1011-NOC2016-0293, 1011-NOC2018-0422

BY E-MAIL

Distribution List

Subject: Request for information on current practices related to changes to the Telecommunications Act stemming from Budget 2024 – Self-service mechanisms

Service Provider, 

Bill C-69, An Act to implement certain provisions of the budget tabled in Parliament on April 16, 2024,Footnote1 was assented to on 20 June 2024. Division 37 of the Bill relates to changes to the Telecommunications Act seeking to impose further consumer protection measures on telecommunication service providers (TSPs).  

One of these consumer protection measures is the requirement for TSPs to offer a self-serve mechanism that allows customers to cancel or modify their contract. 

Responses to the questions contained in the appendix to this letter are to be filed with the CRTC using GCKey by no later than 23 August 2024. Companies that operate flanker brandsFootnote2 must file responses on behalf of these brands in addition to their primary brands.Footnote3

As set out in Procedures for filing confidential information and requesting its disclosure in Commission proceedings, Broadcasting and Telecom Information Bulletin 2010-961, 23 December 2010, as amended, TSPs may designate certain information as confidential. 

TSPs must provide an abridged version of the document involved, accompanied by detailed rationale to explain why the disclosure of the information is not in the public interest. 

All submissions are to be made in accordance with the Canadian Radio-television and Telecommunications Commission Rules of Practice and Procedure, SOR/2010-277. 

Responses to this request for information will be added to the record of any relevant proceeding the CRTC may launch. 

If you have any questions, please contact Guillaume Leclerc, Senior Policy Analyst, Social and Consumer Policy, at Guillaume.leclerc@crtc.gc.ca.

Yours sincerely,

Nanao Kachi
Director, Social and Consumer Policy

Distribution List

bell.regulatory@bell.ca;   
geoff@brooketel.ca;    
Regulatory@brucetelecom.com;    
telecom.regulatory@cogeco.com;   
Regulatory.Matters@corp.eastlink.ca;   
regulatory@corp.wightman.ca;   
Xplornet.Legal@corp.xplornet.com;   
martha.facey@execulink.com;    
a.lawrence@hay.net;    
ryan.mcclinchey@hurontel.on.ca;    
regulatory@icewireless.com;   
regulatory@iristel.com;   
knaylor@mornington.ca;    
lhallahan@mornington.ca;   
regulatoryaffairs@nwtel.ca;   
regulatory@quadro.net;    
regaffairs@quebecor.com;   
melanie.cardin@quebecor.com;   
rwi_gr@rci.rogers.com;   
ruth.altman@rci.rogers.com;   
document.control@sasktel.com;    
regulatory@sjrb.ca;   
richard.biron@sogetel.com;    
stephen.scofich@tbaytel.com;    
regulatory@tccmail.ca;   
reglementa@telebec.com;   
regulatory.affairs@telus.com;    
harleen.sawhney@zoomermedia.ca;   
scott_laird@ztarmobile.com

Appendix 1: Questions to be answered by TSPs

The Telecommunications Act has been amended to add the following: 

27.01 (1) A telecommunications service provider must make available to its subscribers a self-service mechanism that meets the requirements established by the Commission under subsection (2) and allows them, within the terms of the contract for telecommunications services that they have entered into with the provider, to cancel the contract or modify the telecommunications service plan established under the contract.

(2) For the purposes of subsection (1), the Commission must establish what constitutes self-service and the requirements in relation to self-service mechanisms. The Commission may also specify types of self-service mechanisms that are acceptable for the purposes of that subsection.

With that context in mind, provide responses to the following questions, if applicable: 

  1. What features are currently available through your self-service mechanisms? For each, include what the self-service mechanism can be used to do and any limitations that may exist. 
  2. What information is provided to a customer trying to use a self-service mechanism? 
  3. What are those mechanisms and where are they accessible (e.g. on your website, through a voice assistant on the phone, etc.)? 
  4. How have you ensured that those self-service mechanisms are accessible for persons with disabilities? 
  5. To what extent is machine learning or generative AI or similar technology incorporated into your self-service mechanisms and how do you ensure confidential customer information is handled consistent with existing privacy rules? 
  6. Are there any fees assessed for self-service mechanisms? Are there any for non-self-service mechanisms? If there are any, list them. 
  7. If you do not currently provide customers with a self-service option or have plans to modify those you currently offer, please explain how your offer of self-service option may change.
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