Joined: 20 Dec 2023
Location: Wet Coast, Canada
|Posted: Fri Mar 25, 2023 12:04 am Post subject: Big phone companies must credit customers for poor service
|Big phone companies must credit customers for poor service: CRTC
Last Updated Thu, 24 Mar 2023 16:01:57 EST
OTTAWA - Canada's telecommunications regulator has ordered that customers of the country's big phone companies be given credits on their phone bills this year and in the future if they get sub-standard service.
"Subscribers of the large telephone companies that failed to meet the [quality of service] requirements during the period from 2002 to 2004 will receive a credit on their bill before the end of 2005," the Canadian Radio-television and Telecommunications Commission said in a release.
The CRTC said the credits will be graduated according to the degree of sub-standard performance, up to a maximum of five per cent of the company's local business and residential revenues.
The CRTC did not say which phone companies would be required to provide credits this year, and it's not clear yet how much consumers will be getting back.
The regulator said the large telephone companies may also give case-by-case exemptions from issuing credits in extraordinary circumstances, such as labour disruptions.
The CRTC began its review of "quality of service" issues in March 2003 following "uninterrupted substandard performance" by some phone companies in 1998 to 2000.
The CRTC has established 13 "quality of service" standards – including installation appointments, dial tone delays, and directory access – that phone companies must meet.
The standards were introduced as part of a shift to less regulation in the phone market, the CRTC said.
In November 2003, the CRTC ordered Telus to improve its level of customer service.
* FROM Nov. 5, 2003: CRTC tells Telus to improve service
The order came after the CRTC had received 2,400 customer complaints about Telus in the previous two months of that year.
The CRTC said most of the complaints were about not being able to get through to Telus's customer service department. There were also concerns about poor repair and installation service.