CRTC assigns code to telecom ombudsman

Ottawa, January 8, 2016 – The Commissioner for Complaints for Telecommunications Services (CCTS) acknowledges yesterday’s decision by the Canada Radio-Television and Telecommunications Commission (CRTC) introducing a new Television Service Provider Code of Conduct. The new Code is intended to address the clarity and content of agreements with customers for TV services, and will apply to cable, satellite and Internet Protocol (IP) TV service providers. CCTS currently administers two industry codes developed by the CRTC – the Deposit and Disconnection Code, which applies to residential phone service, and the Wireless Code, which applies to wireless services. “The CRTC asked, and we agreed, to take on administration of this new Code,” said CCTS Commissioner and CEO Howard Maker. “We support the CRTC’s efforts to introduce clarity and certainty into the relationship between TV service providers and customers.” According to a January 7 news release issued by the CRTC, the new Code will contain provisions to:

• provide consumers with the information they need in a format that is easy to understand, including the list of channels or bundles they subscribe to,
• clearly set out the duration of promotional offers, the regular price once any discounts end, and any obligations placed on a consumer if they accept the offer, such as a minimum commitment period,
• provide customers with a timeframe and information on any potential charges regarding service calls for installations and repairs,
• ensure that prices set out in written agreements are clear and state whether they include taxes or other charges, and
• give 30 days’ notice to consumers

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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. 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 www.ccts-cprst.ca