Questions for interested persons who wish to submit their comments – 1 of 3
Video Transcript
Questions for interested persons who wish to become parties to this proceeding, including but not limited to Canadian consumers of communications services, consumer groups, and accessibility groups
The deadline for interested persons to submit responses to these questions as part of their intervention is 31 August 2020.
Availability
In your answers, refer to the submissions by wireless service providers on the record of this proceeding, and focus on your recent experience (e.g. from the last five years) where appropriate.
- When looking for an accessible wireless plan, what communications channels (e.g. website, in store, over the phone) are easier or more difficult to use and why?
- What elements or features of typical mobile wireless plans create barriers for you and why? Please provide examples. (Note: This could include features that are typically included in or excluded from wireless plans.)
- With respect to the barriers you identified in question 2 above, what elements or features of an accessible wireless plan help to minimize or eliminate such barriers? Are you aware of any wireless service provider offering plan elements or features that minimize or eliminate those barriers?
- Are there costs associated with accessing plans or features that help minimize or eliminate barriers? If so, please provide examples.
- Comment on the accessible wireless plans that the wireless service providers have identified in response to the questions asked by the Commission. Do you consider those plans to be generally sufficient to meet the needs of most Canadians with specific disabilities, taking into account the experiences of Canadians with disabilities and noting that each individual’s needs may vary? If not, why not, and how could they be improved? You may choose to address the following aspects of wireless plans in your answer, if applicable.
- Key contract terms as defined in the Wireless Code:
- the services included in the contract, such as voice, text, and data services, that the customer agreed to upon entering into the contract and will receive for the duration of the contract, and any limits on the use of those services that could trigger overage charges or additional fees;
- the minimum monthly charge for services included in the contract;
- the commitment period, including the end date of the contract;
- if applicable, the total early cancellation fee; and
- whether a subsidized device is provided as part of the contract.
- Other contract terms as defined in the Wireless Code:
- an explanation of all related documents, including privacy policies and fair use policies;
- all one-time costs, itemized separately;
- the trial period for the contract, including the associated limits on use;
- rates for optional services selected by the customer at the time the contract is agreed to;
- whether the contract will be extended automatically on a month-to-month basis when it expires, and, if so, starting on what date;
- whether upgrading the device or otherwise amending a contract term or condition would extend the customer’s commitment period or change any other aspect of the contract;
- if applicable, the amount of any security deposit and any applicable conditions, including the conditions for return of the deposit; and
- where customers can find information about
- rates for optional and pay-per-use services;
- the device manufacturer’s warranty;
- tools to help customers manage their bills, including notifications on data usage and roaming, data caps, and usage monitoring tools;
- the service provider’s service coverage area, including how to access complete service coverage maps;
- how to contact the service provider’s customer service department;
- how to make a complaint about wireless services, including contact information for the Commission for Complaints for Telecom-Television Services Inc. (CCTS); and
- the Wireless Code.
- Key contract terms as defined in the Wireless Code:
Consultations
- Comment on the steps that wireless service providers have taken to consult with Canadians with disabilities and/or disability advocacy organizations.
- Have you been involved in consultations undertaken by wireless service providers regarding their accessibility wireless plans? If so, how was your experience? What was discussed? Was that consultation useful? Do you feel that wireless service providers considered your input in a meaningful way? If you think that the consultations were insufficient, why, and how could they be improved?
Training
- Comment on the steps that wireless service providers have taken to ensure that their customer service representatives are knowledgeable about the plans they offer to meet the needs of Canadians with disabilities.
- Comment on whether you consider the training approaches to be sufficient, taking into account the experience of Canadians with disabilities in interacting with sales representatives. If you do not consider the training approach to be sufficient, why not, and how could it be improved?
Promotion
- Comment on the steps that wireless service providers have taken to promote the plans they offer to meet the needs of Canadians with disabilities, including the channels through which these plans are promoted (for example, websites, stores, or customer service representatives).
- Comment on whether you consider the promotion of plans designed to meet the needs of Canadians with disabilities is sufficient. If not, why not, and how could it be improved?
This video in sign language shows the content of Appendix 2 of Telecom Notice of Consultation 2020-178.
Interested persons who wish to become parties to this proceeding, including Canadians with disabilities and disability advocacy organizations, are invited to answer the questions set out in Appendix 2 to this notice.
These questions invite comment on the availability of accessible wireless plans offered by wireless service providers, the involvement of persons with disabilities in consultations with these service providers, the training of customer service representatives, and the promotion of plans offered to meet the needs of Canadians with disabilities.
To enable interested persons whose first language is ASL or LSQ to fully participate in this proceeding, the Commission will accept video submissions in those languages.
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