CCTS Annual Report 2019-20 Shows Internet Code, TV Code are Dead Letters

OTTAWA – 30 November 2020 – The Commission for Telecom-Television Services (CCTS) Annual Report 2019-20 of consumer complaints about communications services shows that the Canadian Radio-television and Telecommunications Commission’s (CRTC) “Internet Code” and “TV Service Provider Code” do not protect consumers and indeed are “dead letters” that mislead consumers into believing their Internet and TV use is protected when it is not, today said the Public Interest Advocacy Centre (PIAC).
The CCTS Report shows that consumers were able to use the Internet Code to vindicate their complaints against Internet Service Providers only 1.4% of the time.  Likewise, consumers’ ability to rely upon the TV Service Provider Code to support their TV service complaints also was successful only 1.4% of the time.
“These two CRTC codes are dead letters, as they permit companies to raise prices mid-contract and to charge early cancellation fees, which are two of the largest complaint-drivers for consumers,” stated John Lawford, Executive Director and General Counsel of PIAC.  “The CRTC claims that these codes increase clarity of contracts and empower consumers but clearly they do the opposite: they disappoint consumers who complain,” he added.
Lawford contrasted the Internet Code and TV Service Provider Code with the CRTC’s earlier “Wireless Code” and “Deposit and Disconnections Code“, both of which contain important substantive protections for consumers, such as prohibitions on price changes during the contract period and clear rules for disconnections.  Consumers were able to rely on the Wireless Code to support their complaint 6.5% of the time, while those using the Deposit and Disconnection Code successfully called it in aid over 7% of the time.
“The major complaint issues raised with the CCTS were about ‘disclosure’ and ‘billing’. That’s code words for the companies changing prices mid-contract, mis-selling at the start of the contract or charging huge termination fees. The answer is simple: outlaw price changes during the contract, whether for Internet, wireless, TV or home phone,” stated Lawford. PIAC has previously alerted consumers to the inadequacy of the Internet Code.
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre
Tel: 613-562-4002 ext. 125
Cell: 613-447-8125
jlawford@piac.ca
 

Telecom Fail – CCTS Compliance Report 2019

Ottawa – 19 November 2020 – Canadian telecommunications companies are unacceptably failing to comply with resolutions and in some cases falsely claiming to resolve consumer complaints to Commission for Complaints for Telecom-Television Services (CCTS), according to the 2019 Compliance Monitoring Report, says consumer advocacy group the Public Interest Advocacy Centre (PIAC).
“We are shocked, but not surprised, at the companies’ variety of non-compliance with a simple complaint resolution scheme for telecom customers,” stated John Lawford, PIAC’s Executive Director and General Counsel. “Consumers have told us for years that problems exist with the process.”
The 2019 CCTS Compliance Report, found:
1 – PSPs (“Participating Service Providers”) indicated to CCTS that complaints from customers were resolved when they actually remained unresolved in the opinion of customers. The Report notes a reduction in these issues (in particular for one major PSP) after education and communication with the CCTS.
2 – Failure to implement resolutions, recommendations and decisions is widespread amongst PSPs.
3 – In two documented cases, PSPs threatened customers, either by imposing an additional fee on a customer, or even with a lawsuit for having filed a complaint with the CCTS. In other cases, the PSPs were found to pressure customers to withdraw their complaints (18 instances).
4 – Widespread failure by PSPs to properly present the option to complain to the CCTS on their website.
“PIAC has asked CCTS for some years to add a new complaint category for ‘failure to action’ complaint resolutions and that this should be logged and treated as a new complaint, as is done by the Telecommunications Industry Ombudsman in Australia,” added Lawford.
For more information:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre
Tel: 613-562-4002 ext. 125
Cell: 613-447-8125
jlawford@piac.ca

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