Telecom service provider AllCore now in breach of CRTC rules
Ottawa (September 7, 2018) – The Commission for Complaints for Telecom-television Services (CCTS) has revoked the participation of telecommunications service provider AllCore Communications Inc. (“AllCore”) for failing to comply with a number of mandatory elements of participation in the CCTS.
The Canadian Radio-television and Telecommunications Commission (CRTC) requires all Canadian telecom and licensed residential TV service providers to participate in the CCTS, which offers a free, independent and impartial dispute resolution process for customers.
AllCore failed to honour a binding Recommendation issued by the CCTS following the investigation of an AllCore customer complaint. In another case, after a customer complained to the CCTS, AllCore agreed to compensate the customer for a billing problem, but then failed to do so. AllCore also failed to cooperate with the CCTS during the investigation of those complaints, and has failed to pay outstanding fees.
“Our goal is not to punish service providers but to ensure that they play by the rules, ensuring that customer problems are promptly and fairly addressed”, says CCTS Commissioner Howard Maker. “By failing to do so AllCore is denying its customers the right to the benefit of the CCTS process.”
The termination of AllCore’s participation in the CCTS puts it in violation of the CRTC’s mandatory participation requirement. As required, the CCTS has referred this matter to the CRTC for further action.
About the CCTS
We are Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. Let’s talk solutions! www.ccts-cprst.ca