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ASL – Application of protections to all Internet service providers (5 of 12)

Video is also available in Langue des signes québecoise (LSQ).

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Video Transcript

In Telecom Regulatory Policy 2019-269, the Commission determined that the Internet Code would only apply to large facilities-based Internet service providers of retail fixed Internet access services because they are more likely than smaller providers to have more complex service offerings (e.g., bundles, time-limited offers, promotional prices, and multiple package options), have a fixed term, and have early cancellation fees. These providers are Bell Canada, Eastlink, Cogeco, Northwestel, Rogers, SaskTel, TELUS, Videotron, and Xplore.

The Internet Code nonetheless includes an expectation that all Internet service providers behave in a manner that is consistent with its provisions, including smaller providers. The Internet Code took effect on 31 January 2020.

Q4. Please comment on whether the protections in the Consumer Protection Code Working Document related to Internet services should apply to all Internet service providers, including small, non-facilities-based providers. Please provide an explanation and supporting rationale to support your views, taking into consideration:

  • the extent to which the evolution of the industry and its service offerings may have an impact on smaller providers’ ability to comply with the consumer protection rules for retail Internet services;
  • the impact on consumers; and
  • the administrative burden on small service providers and the CCTS.

Q5. [Although comments from any interested persons are appreciated, this question is primarily targeted to resellers of Internet services, which are most likely to be impacted by its potential outcome.] Are there ongoing and/or unique challenges associated with wholesale service contracts that might have an impact on small, non-facilities-based providers’ ability to meet consumer protection obligations related to Internet services? Please elaborate.

Q6. If you are of the view that certain small Internet service providers should no longer be exempt from the Consumer Protection Code related to Internet services, what criteria should be used to determine which of these small Internet service providers should be exempt? Please provide supporting rationale.

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The Commission is looking to make the consumer protections for communications services clearer and more consistent by combining them into a unified Code.

This video in sign language shows the questions related to the application of the Consumer Protection Code to all service providers from the Broadcasting and Telecom Notice of Consultation.

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