Telecom - Staff Letter addressed to Praba Gunam (InnSys Inc.) and Philippe Gauvin (Bell Canada)
Gatineau, 11 May 2026
Our reference: 8660-J136-202505818
BY EMAIL
Praba Gunam
President/CEO
InnSys Inc.
200-5005 Steeles Ave E
Scarborough, Ontario M1V 5K1
Praba@innsys.ca
Philippe Gauvin
Assistant General Counsel
Bell Canada
160 Elgin St., Floor 19
Ottawa, Ontario K2P 2C4
Bell.regulatory@bell.ca
Subject: Complaint filed by InnSys Inc. regarding challenges faced by small Internet Service Providers
On 6 November 2025, the Commission received a Part 1 application from InnSys Inc. (InnSys) concerning end-user technical issue challenges it has faced as a small Internet Service Provider (ISP) when working with Bell Canada (Bell).
On 27 February 2026, the Commission issued a Secretary General Letter indicating that the application would be treated as a complaint under Part 2 of the Rules of Practice and Procedure due to the nature of the allegations. At that time, the Commission provided Bell with a copy of InnSys’s complaint and invited Bell to file a response to the complaint, copying InnSys, within 20 calendar days.
Bell submitted its response on 19 March 2026, which Commission staff has subsequently reviewed. Staff notes that Bell has offered to provide a one-time credit to InnSys for a misplaced modem and submitted that it has provided additional training to its technicians to avoid future potential errors, like those alleged in InnSys’s complaint. Additionally, Bell has explained its escalation procedures for future technical issues of this sort.
After careful consideration, Commission staff is satisfied with Bell’s response to InnSys’s complaint and considers that no further regulatory measures are required at this time.
Sincerely,
Original signed by
Chris Noonan
Director, Competitor Services & Costing Implementation
Telecommunications Sector
c.c.: Suneil Kanjeekal, CRTC Suneil.Kanjeekal@crtc.gc.ca
Josée Line Gendron, CRTC JoseeLine.Gendron@crtc.gc.ca
Lauren Purdy, CRTC Lauren.Purdy@crtc.gc.ca
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