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Telecom - Staff Letter addressed to the Distribution List

Gatineau, 29 September 2025

Reference(s): TEL 8020-1/25

BY EMAIL

Distribution List

Subject: Request for information regarding telecommunications systems and services in correctional facilities

The Canadian Radio-television and Telecommunications Commission (CRTC) is an independent quasi-judicial tribunal that regulates the Canadian communications sector in the public interest. The CRTC holds public consultations on telecommunications and broadcasting matters and makes decisions based on the public record.

We are writing you as part of an information gathering initiative relating to telecommunications systems and services in correctional facilities so that we can obtain information from industry experts, institutions and stakeholders on the matter.

As context, the CRTC was made aware of certain issues via the public record of Telecom Decision CRTC 2024-324, Applications regarding long-distance calling in Ontario correctional facilities. That record highlighted concerns about the rates charged for long-distance collect calls made by inmates in Ontario correctional facilities, as well as the availability of calling options within those facilities.

While there was evidence that the rates being charged in Ontario had improved, the CRTC expressed broader concerns about the overall provision of telecommunications services in correctional facilities across Canada. The associated decision also noted that the CRTC would gather additional information to assess whether further action, including potential regulatory intervention, may be required.

CRTC staff requests that you provide responses to the questions presented in Appendix 2 of this request for information by 29 October 2025. Further, we encourage you to share any additional information that may be pertinent to this matter, including your views on any other entities we should consult to broaden our understanding.

Procedures for Filing Documents

The CRTC requires that you submit your documents electronically by using the secured service "My CRTC Account" (Partner Log In or GC Key) and filling in the Telecom Cover Page. Please note that the link to access the system can be found at the very bottom of that web page. That web page also contains additional information on submitting applications and other documents to the CRTC using My CRTC Account.

Please include reference number TEL 8020-1/25 in the subject of your submission.

Filing of Confidential Information

This letter and any subsequent correspondence will be placed on the public record.

As set out in section 39 of the Telecommunications 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, but must provide a detailed explanation of why the designated information is 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.

Should you designate any information in your response as confidential, pursuant to section 39(5) of the Telecommunications Act, an abridged version of the response must be provided for the public record. Note that, in accordance with its normal practices, the Commission may disclose or require the disclosure of information designated as confidential if its disclosure is in the public interest, i.e., where the specific direct harm does not outweigh the public interest in disclosure.

Pursuant to section 37(2) of the Telecommunications Act, provinces and territories do not have to disclose information that is a confidence of an executive council of a province or territory.

If you have any questions regarding this letter or the associated process, please do not hesitate to contact Anastasia Gould (REED@crtc.gc.ca).

Sincerely,

Original signed by

Ian Baggley
Director General - Strategic Planning, Broadband Fund & Networks

Attachments (2)

  1. Distribution List
  2. Requests for Information

Distribution List:

Service providers

Federal department, provincial & territorial ministries/departments responsible for corrections

Request for information

  1. Questions for Bell, SaskTel, TELUS, Synergy, Call2Talk, FedPhoneLine, and TrappCall:

    1. Provide the current contract(s) for any telecommunications services/systems you provide in correctional facilities across Canada. If the current contract(s) was/were entered into after 2017, include any other contracts entered into between the current contract and 2017. Include any current wholesale agreements (e.g. access agreements) that you have in place with other telecommunications service providers that support or enable the provision of telecommunications services in correctional facilities.

    2. With respect to telecommunications services you provide directly in correctional facilities, provide for each province/territory and for each of the years 2020 to 2024 plus 2025 year-to-date (YTD):

      1. revenues associated with local calling from correctional facilities;
      2. revenues associated with long-distance calling within Canada from correctional facilities;
      3. revenues associated with collect calling from correctional facilities;
      4. any other revenues associated with calling from correctional facilities with an explanation of the source of those revenues (including but not limited to video calling, voice messaging, text messaging, photo sharing).
Provide the information in the following format.
Province/territory 2020 2021 2022 2023 2024 2025 YTD
             
  1. Questions for Synergy:

    1. Provide corporate information on the ownership and control of Synergy’s telecommunications systems and services in correctional facilities across Canada, including that of Synergy’s parent company (Telio Management GmbH).

      1. Provide a chart of Synergy and any affiliates. In this context, an affiliate is a person who controls Synergy, is controlled by Synergy, or otherwise has effective control of the company (i.e., the ultimate owner).
    2. Describe how your company provides telecommunications services in correctional facilities from a technical perspective. For example, do you provide these services over your own access network infrastructure or the access network of other wireline infrastructure owners with whom you have an agreement. Describe whether you provide these services over voice over internet protocol (VoIP) or wireline telephony. If your company does not own the infrastructure used to provide telecommunications services in correctional facilities, describe any agreements that your company has with infrastructure owners to provide such services, for each province and territory, including the name of the infrastructure owner.

  2. Questions for the federal department and provincial and territorial ministries / departments responsible for corrections:

    1. Please describe how telecommunications services are currently provided in correctional facilities (understood to include both adult and youth correctional facilities throughout this letter)within your jurisdiction.
    2. Please provide the current contract for telecommunications services in correctional facilities within your jurisdiction. If the current contract was entered into after 2017, include any prior contract entered into between the current contract and 2017.
    3. Please provide a breakdown of rates paid by users, including monthly calling bundles, by telecommunications option (voice calls/voice messaging, video calls, text messaging, photo sharing) and payment; include the types of equipment provided and rationale for inclusion/exclusion by telecommunications option. Include any other related fees or charges.Footnote1
    4. Have there been any complaints regarding the provision of telecommunications services in correctional facilities in your province/territory? If so, please provide a summary of the number and nature of telecommunications complaints, by year, for the period from 2020 to 2024 and 2025 year to date. Examples of complaints include but are not limited to rates, calling options, payment options, inability to make collect calls to wireless numbers, quality of service (e.g., service interruptions), unreliable access (e.g., equipment not functioning, delayed repair), and equipment and support for those identifying as persons with disabilities.
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