Telecom Ombudsman Takes Formal Steps Against Defaulting Service Provider
Ottawa, August 11, 2016 – On August 5, 2016, the Commissioner of Complaints for Telecommunications Services (CCTS) terminated the participation of VOIS in its telecom complaints-handling organization.
“The ejection of VOIS from participation was based on its failure to honour the fundamental rules of our process. CCTS investigated six separate customer complaints, and each one concluded with a binding decision requiring VOIS to compensate the customers and take other action. VOIS failed to take any of the steps required of it in these six cases, and the customers remain without the remedy to which they are entitled. VOIS’ conduct is contrary to the most fundamental obligation of the CCTS process. We have made numerous efforts to communicate with VOIS and work with it to resolve these issues. VOIS has chosen to ignore all of our communications, leaving CCTS with no choice but to take this drastic step – a step we do not take lightly,” said Commissioner Howard Maker.
It is a regulatory requirement that VOIS participate in CCTS. As a result of its ejection, VOIS is now in breach of its regulatory obligation, and CCTS has referred the matter to the Canadian Radio-Television and Telecommunications Commission (CRTC), the industry regulator, for further action.
“The CRTC has made it clear that if CCTS terminates the participation of a service provider, we must refer the matter to, and we have done so,” said Maker. “We are hopeful that the end result will be that VOIS compensates these six customers, and that it eventually returns to CCTS participation, determined to abide by the rules – the same rules that apply to all telecom service providers.”
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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.
For more information: Commissioner for Complaints for Telecommunications Services (CCTS), communication@ccts-cprst.ca, toll free: 1-855-512-9783
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