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October 22nd, 2015

The Commissioner of Complaints for Telecommunications Services (CCTS) announced today that Alberta-based telecom service provider VOIS is in breach of its obligations to customers and CCTS.

October 22, 2015

For immediate release

VOIS in breach of obligations to customers and CCTS

Ottawa – The Commissioner of Complaints for Telecommunications Services (CCTS) announced today that Alberta-based telecom service provider VOIS is in breach of its obligations to customers and CCTS.

VOIS is a provider of internet, home phone, and business phone services, and like all telecom providers, is required by the CRTC to participate in the complaint-resolution processes established by CCTS. We recently learned that VOIS is in violation of a number of its obligations to customers and the regulator, which requires full cooperation with CCTS.

In May 2014, after investigating a customer complaint, CCTS issued a Recommendation requiring VOIS to credit the customer $640 for early termination and late payment fees we deemed illegitimate. VOIS didn’t respond to the Recommendation, meaning, under the CCTS Procedural Code, it was deemed to have accepted it. Both the customer and CCTS believed that it had done so, but in June 2015, the customer contacted CCTS to report that a collection agency is trying to recover these very fees on behalf of VOIS.

Under CCTS’s rules, VOIS is required to honour the Recommendation, but is refusing to do so. It is thus in breach of its regulatory obligations.

CCTS recently received another complaint from a different VOIS customer. VOIS has refused to respond to CCTS regarding this complaint, as well, and has failed to provide CCTS with the documents we requested for our investigation. This is in violation of the rules that support our mandate, which is part of the industry’s regulatory framework. We are continuing our investigation nonetheless.

CCTS is publicizing this information in order to fully inform present and prospective customers of VOIS’ default in its responsibilities to its own customers and its failure to comply with its regulatory obligations. Our numerous efforts to resolve these issues with VOIS have to date been unsuccessful.

About the Commissioner for Complaints for Telecommunications Services (CCTS)

Since July 2007, CCTS has provided consumers with an independent and impartial mechanism for the resolution of complaints about deregulated local and long distance telephone services, as well as wireless service and internet access. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. Visit our website at www.ccts-cprst.ca.

To schedule an interview with the Commissioner, or for more information, please contact:

Paul Carlucci – Communications Officer
Commissioner for Complaints for Telecommunications Services (CCTS)
Email: paul.carlucci@ccts-cprst.ca
Toll free: 1-855-512-9783
Twitter: @ccts_cprst
Facebook: Commissioner for Complaints for Telecommunications Services