ASL – Call for comments: Strengthening the position of consumers in their relationships with service providers – 9 of 13
Video is also available in Langue des signes québecoise (LSQ).
Video Transcript
Strengthening the position of consumers in their relationships with service providers
- The Commission for Complaints for Telecom-television Services (CCTS) is an independent organization that handles telephone, cable, and Internet complaints between service providers and their customers. The CCTS is also the administrator of the Internet Code. The Internet Code presently applies to large facilities-based Internet service providers.Footnote 1
- The Commission handles complaints that fall outside of the CCTS’s mandate, including complaints involving ISP customers that appear to be systemic, to ensure that there are no gaps in its protections.
- For these reasons, the Commission is of the preliminary view that only ISPs subject to the Internet Code should have to abide by any new consumer protections implemented as a result of this proceeding. To ensure there are mechanisms in place for monitoring and enforcing compliance, the Commission is also of the view that it would continue to handle complaints related to any new consumer protections implemented as a result of this proceeding if they fall outside the CCTS’s mandate.
- The Commission invites responses to the following questions:
- Q20. Do you agree that ISPs that are subject to the Internet Code should similarly be subject to any new consumer protections implemented as a result of this proceeding?
- Q21. Should a different approach to addressing consumer protections complaints be considered that would be more responsive to the needs of consumers? If so, provide your rationale.
- The Commission can also play a role in strengthening the position of consumers in their relationships with service providers to help promote clarity and transparency by collecting and publishing more information on ISPs. In that vein, the Commission invites responses to the following questions:
- Q22. Should the Commission collect and publish data on its website from ISPs about instances where services are not meeting their obligations? If so, what data should be collected and published and at what level of detail?
- Q23. If repeated complaints about pre- and/or post-sale information are received, what additional measures could the Commission implement?
The purpose of this consultation was to find out how we can make shopping for home Internet services easier for Canadians by improving the information they receive.
This video in sign language shows the content of the Call for comments: Strengthening the position of consumers in their relationships with service providers section of the Notice of hearing – Making shopping for Internet easier.
Notice of Consultation CRTC 2024-318.
Consultation on making shopping for Internet easier.
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