PIAC files new CRTC Application regarding COVID Alert, Alberta apps

OTTAWA – 9 September 2020 – The Public Interest Advocacy Centre (PIAC) today filed with the Canadian Radio-television and Telecommunications Commission (CRTC) an Application requesting CRTC oversight of potential linkages between IP addresses generated by use of Health Canada’s “COVID Alert” app (as well as similar uses of IP addresses and additionally, mobile phone numbers, by the “ABTraceTogether” app in Alberta) and telecommunications subscriber information.
The Application requests that the CRTC ensure that all Canadian cellphone and Internet companies’ involvement in potential or actual linkages of information from contact-tracing apps to confidential telecommunications information held by cellphone and Internet companies for public health purposes is done in accordance with privacy requirements of Canada’s telecommunications law.
PIAC Executive Director John Lawford stated: “Now we know how COVID Alert and ABTraceTogether work, PIAC sees a potential personal information “leak” if the government uses info from the apps to ask cellphone companies for more information on users. The CRTC must set out rules limiting any such access requests by the government to protect Canadians’ privacy.”
A previous Application was filed by PIAC with the CRTC requesting oversight of pandemic “contact-tracing” apps and network services that may be offered for Canadians to download to their smartphones on 4 April 2020 but was suspended by the CRTC).
Lawford noted that consumers who are concerned about government access can take the practical step of using a virtual private network app while operating the COVID Alert and ABTraceTogether apps: “Using a VPN on your phone will allow Canadians to use these apps worry-free and still help combat COVID-19. But what really would help Canadians trust these apps are clear legal rules to limit any possible government access to personal information.”
For more information, please contact:
John Lawford
Executive Director/General Counsel
Public Interest Advocacy Centre
285 McLeod Street – Suite 200
Ottawa, ON K2P 1A1
613-562-4002 x 25
Fax 562-0007
Cell: 613-447-8125
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Seniors and Consumer Groups Petition to Cabinet Restore Paper Billing for Koodo Wireless Customers

OTTAWA, June 2, 2020 – The Public Interest Advocacy Centre (PIAC) and the National Pensioners Federation (NPF) filed yesterday a Petition to Cabinet of the Federal government to reverse the Canadian Radio-television and Telecommunications Commission’s (CRTC) decision to allow Koodo Mobile (owned by TELUS Communications Inc.) to change their customers’ monthly bill from paper to electronic format.
“Canadian consumers deserve a paper bill if they want or need one,” said John Lawford, Executive Director and General Counsel of PIAC. “The CRTC and wireless companies pretend that seniors and others will not be hurt but that’s not what we heard,” he added.
PIAC and NPF’s Petition asks the government to reverse the CRTC’s decision in order to ensure that customers know what their bill is, to be able to control their payments, and to avoid late fees and extra charges and possible disconnection.
Trish McAuliffe, President, NPF stated seniors’ concerns: “Seniors rely on cellphones to connect to the world but many need and rely on paper bills, as they have for years, to know what they should pay and when.” Nothing surprises and angers seniors more, she noted, than forcing them change to change their tried and trusted methods for paying bills: “We will stand up for seniors’ rights to choose the billing format they need and want. After all, they are paying.”
PIAC-NPF’s Petition is found here: Petition to the Governor in Council concerning Telecom Decision CRTC 2020-80, Public Interest Advocacy Centre and National Pensioners Federation – Application regarding paper billing by Koodo Mobile
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
(613) 447-8125
jlawford@piac.ca
https://www.piac.ca

Trish McAuliffe
President
National Pensioners Federation
905-706-5806
Trish.mcauliffe@npfmail.ca
https://nationalpensionersfederation.ca

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Ottawa, we have a communications problem …

OTTAWA, 12 May 2020 – The Mid-Year Report 2019-2020 of the Commission for Complaints for Telecom-television Services (CCTS) released today shows that Canadian communications customers face a crisis of confidence due to the actions of their service providers.
Wireless issues, as in previous years, continue to lead all services in consumer complaints – with 10,527 (44.2%) out of all 23,839 telecommunications and paid TV service complaints – representing a huge 28% year over year increase in wireless complaints relative to other services.
However, most disturbing in the report is that the leading complaint category for all services (wireless, home Internet, home phone and TV) was found to be “disclosure issues” – a CCTS euphemism for non-disclosure of key terms or providing misleading information about terms of service to the customer. For the first time, such disagreements topped the more mundane issue of “incorrect charges”, followed, as usual, by “intermittent/inadequate quality of service”.
“The main problem with Canadian communications services now is misleading the customer,” said John Lawford, Executive Director and General Counsel of PIAC. “We are most disappointed that communications companies, and in particular wireless companies, appear to feel they may behave this way toward their customers,” he added.
These “disclosure issues” were sub-divided in the CCTS Report into two major sub-categories: first, that the agreement conflicted with what the customer perceived they had agreed to (9.0%); and second, that customers felt misinformed about promotions (2.8%).
PIAC urges the Canadian Radio-television and Telecommunications Commission (CRTC) to take note of this trend and to require more honesty and transparency from service providers. There remains an unacceptable gap between the customer perceptions and company contracts, despite a CRTC Report on Misleading or Aggressive Communications Retail Sales Practices outlining known problems. Such gaps can easily lead to consumers being misled and resulting in ill-informed decisions and consumer dissatisfaction.
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre
(613) 447-8125
jlawford@piac.ca

PIAC Calls for CRTC Oversight of Contact-Tracing Apps and Networks

OTTAWA – 4 May 2020 – The Public Interest Advocacy Centre (PIAC) today filed an Application with the Canadian Radio-television and Telecommunications Commission (CRTC) requesting oversight of pandemic “contact-tracing” apps and network services that may be offered for Canadians to download to their smartphones.
The Application requests that the CRTC ensure that all Canadian telecommunications service providers’ involvement in potential or actual pandemic contact-tracing for public health purposes is in accordance with privacy requirements under Canada’s telecommunications legislation.
PIAC Executive Director John Lawford stated: “PIAC is seeking oversight, clarity and transparency from the CRTC so that Canadians know what role their mobile wireless service providers and home internet providers may play in COVID-19 tracking and that they appropriately safeguard privacy while not in any way impeding appropriate public health measures.”
For more information, please contact”
John Lawford
Executive Director/General Counsel
Public Interest Advocacy Centre
285 McLeod Street – Suite 200
Ottawa, ON K2P 1A1
613-562-4002 x 25
Fax 562-0007
Cell: 613-447-8125
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Canadian Consumers Demand Internet, Wireless COVID-19 Relief

OTTAWA, April 7, 2020 – The Public Interest Advocacy Centre (PIAC), ACORN Canada (ACORN) and the National Pensioners Federation (NPF) together called today for the Federal government, the Canadian Radio-television and Telecommunications Commission (CRTC) and Canada’s Internet service providers (ISPs) and Wireless Service Providers (WSPs) to do more for Canadians. Their list of demands includes calls for unlimited internet access and low-income Internet and wireless plans to help all Canadians stay connected while isolating at home.
“Canadian government has told Canadians to stay at home which we are doing,” said John Lawford, Executive Director and General Counsel of PIAC. “But this means that Canadians must have affordable Internet and wireless service to survive and stay informed. We demand that the government, the CRTC and ISPs and WSPs do more for all Canadians,” he added.
While most ISPs and some WSPs have offered time-limited and service-specific measures to assist consumers with Internet and wireless connections, these are inconsistent between companies and there is a growing risk of Canadians being unable to afford these now essential lifelines to the outside world.
Marva Burnett, National President of ACORN, noted the extreme vulnerability of low-income Canadians: “More than anyone, low-income Canadians’ lives will be endangered if they cannot remain connected to the Internet, whether for lifesaving health information, application for government assistance, for news or for their children’s education.”
Trish McAuliffe, President, NPF stated seniors’ concerns: “Asking seniors to self-isolate and give up their support system makes them extremely dependent on cellphones and the Internet.” Noting the piecemeal programs offered by the ISPs and WSPs so far, she noted: “Some seniors need more time to adjust to their instant shift to life online and on a mobile phone. We must assure them that using this lifeline will not cause them financial hardship, that there are no hidden costs.”
“Internet and cellphone access is, in the shadow of the virus, now literally a matter of life and death. Our government and the CRTC cannot leave the industry to decide what is done,” added Lawford. “Canadians need to be connected to each other without any financial or other worries.”
PIAC-ACORN-NPF’s demands are found here.
For more information, please contact:
Public Interest Advocacy Centre (PIAC)
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
(613) 447-8125
jlawford@piac.ca
https://www.piac.ca

ACORN Canada
Marva Burnett
National President
ACORN Canada (ACORN)
416-996-6401
canadaacorn@acorncanada.org
www.acorncanada.org

National Pensioners Federation

Trish McAuliffe
President
National Pensioners Federation
905-706-5806
Trish.mcauliffe@npfmail.ca
https://nationalpensionersfederation.ca

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PIAC Office Closed Temporarily due to COVID-19

OTTAWA, 24 March 2020 – The Public Interest Advocacy Centre (PIAC) physical office space will be closed, being a non-essential business, for the duration of the Ontario order requiring only essential workplaces be operating.
PIAC staff will be working from home until further notice. We continue to make regulatory submissions, to hold government decisions up to public scrutiny and to advocate for consumer rights during this period. We are available to all media via video.
PIAC will emphasize actions and information relevant to consumers as they attempt to fairly and reliably get access to essential services such as telecommunications (Internet, wireless and phone) and broadcasting; air travel protection and redress; privacy; retail banking including mortgages; and competition and general consumer law in a time of uncertainty and scarcity.
We trust in the power and compassion of the public in these difficult times to support all of our interests.
For any inquiries, please contact:
John Lawford
Executive Director/General Counsel
Email: jlawford@piac.ca
Cell: 613-447-8125 (please use during PIAC closure)
*** PHYSICAL OFFICE LOCATION CLOSED UNTIL FURTHER NOTICE ***
Public Interest Advocacy Centre
285 McLeod Street – Suite 200
Ottawa, ON K2P 1A1
Phone: 613-562-4002 x 25
Fax: 613-562-0007
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PIAC Welcomes COVID-19 Responses by Internet Service Providers, Wireless – UPDATED 14 April 2020

OTTAWA – 16 March 2020 – The Public Interest Advocacy Centre (PIAC) today welcomed recent announcements from major Canadian retail Internet Service Providers (ISPs) to suspend data overage fees for at least some time to assist Canadians with remaining connected during the present coronavirus (COVID-19) outbreak.
“We commend the Canadian industry for leading on consumer access to the Internet during this crucial time,” said John Lawford, Executive Director and General Counsel of PIAC. “Communications will be crucial in this fight against the virus and we encourage all telecommunications service providers to adopt similar policies, including payment flexibility and to consider adding other services, such as wireless, to their unlimited access policies,” he added.
UPDATED 14 April 2020: PIAC has produced a summary of major Canadian ISPs’ and WSPs’ policies, in their own words and with direct links to their responses. **Limited wireless responses now are starting to appear.**
PIAC encourages consumers with particular access or payment issues to send us your concerns via our response form. Note that although we cannot advocate on your particular issue, we will use these stories to assist us with seeking systemic solutions for consumers.
For more information please contact:
John Lawford
Executive Director/General Counsel
Public Interest Advocacy Centre
285 McLeod Street – Suite 200
Ottawa, ON K2P 1A1
613-562-4002 x 25

CRTC to Consumers: "No More Paper Bills"

OTTAWA- 3 March 2020 – The Public Interest Advocacy Centre (PIAC) and National Pensioners Federation (NPF) today lamented the unfathomable decision of the Canadian Radio-television and Telecommunications Commission (CRTC) not to require wireless carrier Koodo to provide customers with a paper bill.
“Consumers have the legal right to a paper bill. The Telecommunications Act clearly requires customers be provided with a paper bill,” said John Lawford, Executive Director and General Counsel at PIAC. “We cannot understand how the CRTC misinterpreted the law. This decision will cost millions of wireless, home phone and Internet consumers dearly in missed payments, inconvenience and chaos.”
Trish McAuliffe, President of NPF added: “Thousands of seniors do not use email or text and rely on a paper bill to remind them to pay for their voice telephone service. This means they will not even know they have a bill and may face credit problems and be disconnected.” She added: “We do not accept this decision.”
All telecommunications carriers in Canada are likely to follow the lead of Koodo, a TELUS brand, in this paperless approach. PIAC and NPF note that it has been reported that Rogers wireless (and FIDO brand) have already switched customers to electronic billing and Bell Mobility has promised to do so for customers except those without email or a home internet connection in 2020.
Added Lawford: “Consumers wishing to express their dissatisfaction should call or write their Member of Parliament and the CRTC.”
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
285 McLeod Street, Suite 200
Ottawa, ON K2P 1A1
jlawford@piac.ca
office: 1-613-562-4002 ext. 25
cell: 1-613-447-8125

PIAC applauds BTLR call to improve affordability, access of internet and wireless in Canada, signals caution on broadcasting

OTTAWA – The Public Interest Advocacy Centre (PIAC) today welcomed the Report of the Broadcasting and Telecommunications Legislative Review Panel (BTLR) that recommended measures to increase access to affordable home internet and mobile wireless service in Canada.
“Canadians can now expect that government will assure they can actually receive, and afford, mobile wireless and home Internet service,” said John Lawford, Executive Director and General Counsel of PIAC. “The Report recognizes that to live in this society, you have to be connected.”
The Report also recommends changes to the Broadcasting Act to ensure continued creation of Canadian content. While the goal of these changes is laudable, the potential impact on consumers is unknown.
“PIAC will closely monitor pricing developments and advance the consumer interest during this transition to increased regulation of online content in Canada,” Lawford added.
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
(613) 562-4002 ×25 (office)
(613) 447-8125 (cell)
jlawford@piac.ca

Phase II of Air Passenger Protection Regulations Go Live on December 15, 2019!

More air passenger rights coming into effect!
OTTAWA– The Public Interest Advocacy Centre (PIAC) welcomes the launch of the second phase of the Canadian Transportation Agency’s Air Passenger Protection Regulations (APPR) that become effective from December 15, 2019. APPR is a regulation passed by the CTA, setting out clearer and consistent air passenger rights by stipulating airlines’ obligations to passengers and providing a clear redress mechanism. PIAC has over the years been a strong advocate for air passenger protections, and is pleased to see them materialize.
“Airline passengers deserve to arrive reasonably on time. When the airline is at fault for a delay or cancellation, consumers can now get money and other help for their inconvenience,” said John Lawford, Executive Director and General Counsel of PIAC.
The second phase of APPR, beginning from December 15, 2019 will require the airlines to:

provide compensation of up to $1,000 for flight delays or cancellations within an airline’s control that are not safety-related;
rebook or refund passengers when flights are delayed or cancelled, including, in some cases, using another airline to get passengers to their destination;
provide food, drink, and access to communication for delays or cancellations within their control, and also provide accommodation for overnight delays; and
facilitate the seating of children under 14 years in close proximity to an accompanying adult, at no extra charge.

Note that the first phase of APPR came into effect on July 15, 2019 and requires the airlines to:

communicate to passengers in a simple, clear way information on their rights and recourses and regular updates in the event of flight delays and cancellations;
provide compensation of up to $2,400 for bumping a passenger for reasons within their control;
ensure passengers receive standards of treatment during all tarmac delays and allow them to leave the airplane, when it’s safe to do so, if a tarmac delay lasts for over three hours and there’s no prospect of an imminent take-off;
provide compensation for lost or damaged baggage of up to $2,100 and a refund of any baggage fees; and
set clear policies for transporting musical instruments.

PIAC was an active participant in the consultation process led by the CTA on these regulations, and continues to support and fight for air passenger rights. We strongly encourage you all to know your rights and be aware of the redress mechanisms available.

Useful Links from the CTA:

For more information please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
Tel: 613-562-4002 ext. 25
jlawford@piac.ca