Inquiry on use of misleading or aggressive sales practices by large telecommunications service providers

Inquiry on use of misleading or aggressive sales practices by large telecommunications service providers

Canadians interact with their telecommunications service providers on a regular basis. It is essential that these exchanges are carried out in a fair and respectful way.

Are you or have you been a customer of the following companies:

  • Bell Canada
  • Cogeco
  • Eastlink
  • Northwestel
  • Rogers Communications
  • SaskTel
  • Shaw Communications
  • TbayTel
  • TekSavvy
  • TELUS Communications
  • Videotron
  • Xplornet Communications

If so, we want to know if you have experienced any aggressive or misleading sales practices and the impact these practices may have had on you.

We especially want to hear from current or former employees of service providers, as well as from those who are more likely to be affected by these practices, such as seniors, people living with a disability and those whose first language is neither English nor French.

Your comments will help us report to the government on whether aggressive or misleading sales practices are used by large telecommunications service providers and, if so, to understand the impact it has on you and to recommend potential ways to strengthen existing consumer protections.


Phase 1 – Notice of consultation

July 16 to August 30, 2018

During this phase, we are looking for your thoughts on questions such as:

  • Do you think your service provider is using language that is easy to understand?
  • Have you experienced misleading or aggressive sales practices from a service provider?
  • As a person with a disability, did you find that your service provider accommodated your needs during sales interaction?
  • As an older Canadian or a Canadian with a language barrier, did you find that the service provider made an effort to make sure that you were able to make an informed decision about the services offered for sale?
  • As a current or a former employee, what is your personal experience of the impact of misleading or aggressive sales practices on consumers and employees?
  • In your opinion, are existing consumer protections sufficient to ensure that you are treated fairly regarding retail sales practices?
  • Are you aware of the Commission for Complaints for Telecom-television Services and its services to help customers resolve complaints about service providers?
  • Are you aware of the role of the Competition Bureau in investigating deceptive marketing practices like misleading sales practices?

Tell us what you think!

We will draw from the comments and issues raised in phase 1 to establish topics for the next steps of the consultation.

Are you a current or former employee of a telecommunications service provider and want to share your experience?

You can ask to have your information protected

If you are concerned that your comments could jeopardize your employment, you can request that certain details be kept confidential. Here’s how to submit your comments through My CRTC Account:

  1. Obtain an activation code if you do not already have one.
  2. Visit the Telecom Cover Page and log in using your activation code.
  3. Identify all confidential information:
    • on each page of the electronic document;
    • in the file name of the document; and
    • in the cover page or within the online form used to submit your document.
  4. You will need to include a second version of your document that does not include the confidential information. This version will be made public.

For more information about how to submit a confidential intervention:

Phase 2

Dates to come!

This phase hasn’t started yet, but you’ll be able to share your comments and ideas with us. Stay tuned for more announcements by following us on Twitter and Facebook.

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