Last summer, the CRTC issued a decision establishing a code of consumer rights, affecting the major incumbent telecom companies.
At that time, the press release from the CRTC said that these rights include:
the right to a local telephone service, the right to choose a phone company, the right to confidentiality, and the right to register a dispute or complaint.
Last week, the CRTC confirmed that these same rights apply in the territories of Northwestel and the smaller ILECs as well.
The complete list of rights, each described in more detail in the notice, includes:
- Your right to local telephone service
- Your right to choose a phone company
- Your rights regarding deposits for service
- Your rights when the phone company wants to cut off your phone service
- Your rights when you want to discontinue your phone service
- Your right to block outgoing long distance and 900 and 976 calls
- Your additional rights if you are a person with a disability
- Your right to keep your information confidential
- Your rights regarding unsolicited telephone calls
- Your right to protect your privacy when calling or being called
- Your right to control access to your home
- Your rights regarding the wiring and equipment inside your home
- Your right to refunds
- Your right to detailed monthly billing information
- Your right to register a dispute or complaint
- Your right to participate in CRTC proceedings
It remains to be seen how these rights will be policed and managed across multiple industry participants in a competitive environment.
How long will it take to create the C-5: Canadian Communications Consumer Complaints Commission that was announced last month?
Last Friday, PIAC filed a request with the CRTC asking for a public consultation process in the establishment of the agency. Will the PIAC letter act as a stimulus to start the process, or further delay its implementation pending a consultation and follow-up hearing as called for in the PIAC proposal.
Let’s get started!