Aug 30, 2017   SOURCE: PR NewsWire

Canadians will soon be able to file complaints about Television Service Providers with Ombudsman for Communications Services

New code to help TV subscribers make informed choices in a competitive marketplace

OTTAWA and GATINEAU, QC, Aug. 30, 2017 /CNW/ - The Canadian Radio-Television and Telecommunications Commission (CRTC) is pleased to announce that as of September 1, 2017, the Television Service Provider Code will come into effect. The Code was created to help Canadians make informed choices about their television service provider and resolve disputes in a fair and effective manner.

Starting September 1, television service providers must:

    --  Provide customers with a Critical Information Summary and a copy of the
        agreement which includes a list of channels or packages they subscribe
        to, their monthly charges for services, the commitment period and how to
        file complaints.
    --  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.
    --  Give thirty days' notice to consumers in the event of a change in price
        of channels, bundles of channels or rental equipment.

The Commission for Complaints for Telecom-television Services (CCTS) will administer the Code. Anyone unable to resolve a dispute directly with their television service provider can file a complaint with the CCTS, but only about issues that took place after the September 1 effective date. Complaints can be filed using an interactive questionnaire at www.ccts-cprst.ca.

Quick Facts

    --  During the Let's Talk TV proceedings many Canadians expressed their
        frustrations over television service providers not always providing
        adequate information about service packages and pricing.
    --  In 2015, the CRTC published a draft Television Service Provider Code for
        comment and a final version the following year.
    --  The Code is mandatory for most television service providers, which
        includes cable, satellite and Internet Protocol television providers.
    --  Canadians with disabilities will be entitled to a 30-day trial period to
        determine whether the service meets their needs, and television service
        providers must provide them with copies of their agreement in
        alternative format free of charge, upon request.
    --  The Code sets out new rules for the handling of customer requests to add
        or remove channels or packages, service calls, service outages and
        disconnections
    --  The CCTS is an independent organization created to help consumers unable
        to resolve complaints, on their own, with their television and
        telecommunications service providers.
    --  The CCTS can resolve complaints about billing disputes, service
        delivery, compliance with contract terms and credit management.
        Consumers with complaints about broadcast content should continue to
        contact the Canadian Broadcast Standards Council.
    --  The CCTS can require communications service providers to compensate
        customers, in addition to any amount to be refunded to correct a billing
        error.

Quote

"Canadians will be more empowered in their relationships with television service providers. Starting September 1, they will have access to information about their packages in a clear and easy-to-understand format. Moreover, having the Commission for Complaints for Telecom-television Services administer the Code will make it convenient for Canadians to have all their complaints related to their communications services handled by one body."

Judith A. LaRocque, Chairperson and Chief Executive Officer of the CRTC

Related Products

    --  Broadcasting Regulatory Policy 2016-1
    --  Broadcasting Regulatory Policy 2015-105
    --  Broadcasting Regulatory Policy 2015-104
    --  Broadcasting Notice of Consultation 2014-190
    --  Television Service Provider Code Infographic

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SOURCE Canadian Radio-television and Telecommunications Commission