Service providers are required to implement CCTS resolutions

Key Messages

  • When a service provider agrees to resolve a customer’s CCTS complaint, it must implement the resolution.
  • Customers should inform the CCTS if a service provider hasn’t done so.

Summary of the Complaint

Ms. B requested that an internet service provider install service at her home and was charged a $500 installation fee on her credit card. The internet service provider wasn’t able to install the service and promised Ms. B that she’d get a refund soon. After several months of following up with the service provider, the provider still hadn’t refunded her money, so she filed a complaint with the CCTS.

What did the CCTS do?

The CCTS investigated Ms. B’s complaint and contacted the service provider.  The service provider said that it had issued the refund to Ms. B. and that she would receive it shortly.  The complaint was considered resolved and Ms. B was pleased that she was finally going to get her money back.  But after a month she still hadn’t received the refund. She followed up with the CCTS and we contacted the service provider, asking it to prove that the refund was sent.  The service provider stopped responding to the CCTS. At that point, the CCTS took further enforcement actions.

The CCTS worked diligently with this service provider to ensure that it adhered to the rules outlined in the Procedural Code and educated it about our process to ensure it stays compliant in the future.

Outcome

The service provider did refund Ms. B her money, but over a year after the incident was reported. Nevertheless, Ms. B was pleased with the resolution.

Key Considerations: The CCTS’ Procedural Code details the rules that all participating service providers must follow.  When a service provider agrees to a resolution with the customer during the complaint-handling process (and also in cases in which the CCTS issues a Recommendation or a Decision), it is required to implement it (section 6.12). 

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