SaskTel is preparing for the eventual termination of its ISDN basic rate service, Microlink.
Last November, it applied to the CRTC for authorization to withdraw multi-year contracts for Microlink, given the age and viability of ISDN-BRI technology.
As part of the process, SaskTel sent a letter, dated November 24, to current subscribers and included
If you choose to end your contract early, you can do so without a termination charge. In addition, if you terminate a Microlink service contract and migrate to a similar service, SaskTel will waive the associated service connection charge.
But the proposed tariff pages didn’t match that offer. The tariff said:
… or customers may transition to a similar service prior to the expiry date of their contract term without incurring termination charges or any Service Connection charges associated with the similar service.
A subtle, but important difference. The letter implies an unconditional right to end the contract. The tariff language ties the waiver of termination charges to transferring to a new service. It is unclear which version was Sasktel’s original intent, but the CRTC has made the decision for them.
Looking carefully at the language in both documents and without the help of consumer intervention, earlier this week the CRTC ordered Sasktel to change the language in the tariff in order to honour the offer from the letter, without any ambiguity. Score 1 for consumers.