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Telecommunications Ombudsman for Canada

Wednesday, March 28th, 2007
With the advent of competition in telecommunications in Canada, many aspects of the regulatory framework are evolving. As existing services become unregulated, and new services are never regulated at all, new consumer issues arise. For a regulated service, if customers cannot satisfactorily resolve a dispute with a service provider, there is recourse to the regulatory agency. For an unregulated service, generally the only recourse is switching to a new service provider.

Mobile Number Portability: Moving with the Times

Tuesday, November 15th, 2005
Mobile number portability (MNP) is the ability to keep one’s wireless (cellphone) number when changing wireless service providers (WSPs). While fixed-line telephone number portability is compulsory for major providers of basic telephone service in Canada, mobile number portability is not, despite the ever-increasing population who use this technology. Notably, Canada is one of the few industrialized countries that has not yet implemented MNP.

Consumer Issues with Internet Service: Is Industry Self-Regulation Working?

Wednesday, September 8th, 2004

A Comparative Analysis of Residential Telephone Service: 1992-2002 – Press Release

Thursday, August 1st, 2002
While competition has brought welcome changes in choice, service innovation, and reductions in the price of long distance service, it has also brought higher overall telephone prices for the typical Canadian residential customer, a deterioration of service quality and a number of new marketplace problems. These are the key findings of a study released today by the Public Industry Advocacy Centre, a national non-profit organization that provides legal and research services on behalf of consumer interests concerning the provision of important public services.

A Comparative Analysis of Residential Telephone Service: 1992-2002 – Executive Summary

Thursday, August 1st, 2002
The historic decision of the Canadian Radio-Television Commission (CRTC) in 1992 (Telecom Decision CRTC 92-12)1 to allow competition in the provision of long distance services between the incumbent monopoly telephone companies (ILECs) and new entrant providers provoked more than a contest for customers. The 1992 decision, together with subsequent CRTC implementation decisions, set up the framework for the delivery of competitive telecommunications services extending to the provision of local exchange service by non-incumbent carriers. The restructuring of the regulation of the telephony provoked and continues to provoke debate as to the winners and losers in the new world created by competition based decisions.

Eliminating Phonelessness in Canada: Possible Approaches Second Edition

Tuesday, March 12th, 2002
While Canada prides itself on a 98% household penetration rate of telephone service, closer examination reveals a persistent problem of phonelessness among lower income households. This problem needs to be addressed if Canada is to achieve its goal of universal service.

Eliminating Phonelessness in Canada: Possible Approaches Second Edition

Tuesday, March 12th, 2002

Residential Consumers and the Transition to Competition in the Long Distance Market

Friday, February 12th, 1999
This study measures the effects of the first five years of long distance competition on residential consumers. It examines how competition theory has informed the development of competition in the long distance market, and contains a quantitative analysis of the extent to which residential consumers have benefited from long distance competition. The study documents that the real benefits the average Canadian has experienced from changes in the long distance market are surprisingly modest.

Basic Telephone Service in the Information Age: A Consumer Perspective

Wednesday, May 12th, 1993
Increasingly, telecommunications is seen as a strategic investment. There is no doubt that widespread and innovative uses of advanced telecommunications technology by Canadian business will improve our economic health. But in this enthusiasm to embrace the information age, we must not lose sight of the public utility function of the technology. As much as it has become a strategic investment, telecommunications remains a public utility, which should be available to all citizens regardless of income level.
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