Debt Collection Industry
New PIAC report, “All Along the Watch Tower: A Review of the Canadian Consumer Debt Collection Industry”
OTTAWA, March 30, 2015–Questionable practices by collection agencies, flawed incentive models imposed by creditors and the need for enhanced communication methods by government agencies all may contribute to a frustrating experience for Canadian consumers dealing with the debt collection industry. The new Public Interest Advocacy Centre (PIAC) report, entitled, “All Along the Watch Tower: A Review of the Canadian Consumer Debt Collection Industry,” examined the conduct of debt collection agencies in Canada and the impact on consumers. The report recommends a series of measures to provide enhanced protection for consumers, greater guidance for debt collection agencies, and suggested areas where government agencies can increase transparency and streamline debt collection regulations.
“An enhanced effort is required from all stakeholders to improve Canada’s debt collection industry, and changes to consumer protection provisions can act as a catalyst,” noted Jonathan Bishop, PIAC’s Research Analyst and author of the report. “New rules are required to level the playing field between consumers with debt and the debt collection industry in Canada,” concluded Bishop.
The report recommends the distribution of a notice from government consumer protection agencies explaining to consumers their rights when they are contacted by a debt collection agency. Also the report suggests calls between debt collectors and consumers be recorded, and the relevant consumer affairs agency review random samples of these recordings for the protection of all parties and to ensure industry best practices. Debt collection industry regulators should introduce annual transparency reports related to debt collection complaints. These transparency reports could publicly outline how many complaints were brought forward against each individual collection agency, as well as against each original creditor. PIAC’s other recommendations included the introduction of universal standards concerning the provision of written notice of a debt before debt collection calls can commence, the ending of collection calls once the identity of a non-debtor has been confirmed, as well as the right for consumers to stop collection calls and request subsequent communication by other means.
“As Canadian consumers become more indebted, it is reasonable to expect a growing number will be contacted by a debt collection agency. To ensure future contact by collection agencies is less intimidating for consumers, we encourage all stakeholders to review the suggestions and evidence we have gathered,” noted Bishop.
To see the full report, please consult the following link:
All Along the WatchTower EN
To view the report in French, please consult the following link:
All Along the WatchTower FR (2)
PIAC received funding from Industry Canada’s Contributions Program for Non-Profit Consumer and Voluntary Organizations to prepare the report. The views expressed in the report are not necessarily those of Industry Canada or the Government of Canada.
For more information please contact:
Jonathan Bishop
Research & Parliamentary Analyst
Public Interest Advocacy Centre (PIAC)
(613) 562-4002×23
jbishop@piac.ca
www.piac.ca
John Lawford
Executive Director & General Counsel
Public Interest Advocacy Centre (PIAC)
(613) 562-4002×25
lawford@piac.ca
www.piac.ca
Country pricing studies good for consumers; will illuminate hidden costs to consumers
OTTAWA – The federal government’s introduction today of legislation allowing the Competition Bureau to investigate and report on “country pricing” is good news for Canadian consumers, said the Public Interest Advocacy Centre (PIAC).
Under the bill, the Competition Bureau will inquire into differences in markets and pricing between consumer goods available in Canada and those same goods and markets in the United States and abroad. The regulator will have the power to compel companies in Canada to provide confidential pricing and related market information and to request similar information from foreign affiliates of Canadian companies.
“This new law will shine a light on the murky world of retail pricing and why some prices for consumer goods are higher in Canada,” said John Lawford, Executive Director and General Counsel for PIAC. “It is an elegant and effective measure to bring much needed clarity to endless debates about the source of price differences that irk Canadians,” he added.
The Competition Bureau has experience with “market studies” but previously did not have the capability to compel the industries it studied to provide information. The Competition Bureau will conduct its studies in confidence but report the results publicly so that any problems can be dealt with by the federal government or other responsible agency.
“We expect the transparency of these reviews will convince those in the retail chain to closely examine their pricing with a view to making it fairer to Canadians,” said Mr. Lawford.
For more information:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre
ONE Nicholas Street, Suite 1204
Ottawa, Ontario
K1N 7B7
(613) 562-4002×25
Publication d'un nouveau rapport rédigé par le CDIP : « Comment payer les violons : Une première pour les consommateurs canadiens quant aux frais additionnels pour recevoir une facture papier »
OTTAWA, le 27 août 2014 — Dans un nouveau rapport, le Centre pour la défense de l’intérêt public (CDIP) estime que les Canadiens déboursent entre 495 et 734 millions de dollars par année en frais associés à des factures et à des relevés mensuels en format papier au profit des secteurs bancaire et des services de communication (téléphonie, télévision, accès Internet et sans fil).
Le rapport, intitulé « Comment payer les violons : Une première pour les consommateurs canadiens quant aux frais additionnels pour recevoir une facture papier », a examiné la conduite des fournisseurs de service au Canada qui ont commencé à imposer des frais aux consommateurs pour une facture papier ainsi que l’incidence de ces pratiques sur les consommateurs. Le rapport recommande l’élimination des frais de relevés papier, soit un engagement pris par le gouvernement du Canada s’est engagé deux fois au cours de la dernière année.
« La majorité des consommateurs ont indiqué leur désaccord avec la facturation de frais supplémentaires pour recevoir une facture papier. La plupart des Canadiens estiment que l’envoi d’une facture par courrier sans devoir verser de frais supplémentaires fait partie du coût de faire des affaires que doit assumer l’entreprise, » constate Jonathan Bishop, analyste de la recherche au CDIP et l’auteur du rapport.
En vue de la rédaction du rapport, le CDIP a sondé les opinions des consommateurs dans le cadre d’un sondage par téléphone qui, après analyse, a permis de conclure ce qui suit :
• 74 % des Canadiens interrogés désapprouvent la pratique de facturer des frais supplémentaires à la clientèle pour l’obtention d’un relevé ou d’une facture papier;
• 71 % des répondants approuvent d’offrir un rabais aux consommateurs qui s’inscrivent à la facturation électronique;
• 83 % des répondants estiment que recevoir une facture papier par courrier sans que la clientèle ne doive débourser des frais supplémentaires s’inscrit dans les coûts d’exploitation courants de la société.
Le rapport recommande que les fournisseurs de service canadiens proposent des incitatifs aux consommateurs afin de les encourager à adopter la facturation électronique. Le rapport estime que les consommateurs canadiens qui sans l’accès Internet sont contraints à verser annuellement entre 77 et 102 millions de dollars en frais de relevés papier.
« Le fait que ces frais soient imposés aux personnes qui sont le moins en mesure de les assumer est extrêmement préoccupant, » indique M. Bishop.
« Nous félicitons les entreprises qui ont choisi de ne pas appliquer des frais aux relevés papier ou qui donnent des incitatifs aux consommateurs pour les encourager à passer à la facturation électronique. Nous souhaitons que tous les consommateurs puissent recevoir leurs factures et leurs relevés selon le mode de leur choix, sans être pénalisés par leur statut socioéconomique, » indique John Lawford, directeur général et avocat général du CDIP.
Le rapport recommande également aux gouvernements provinciaux d’examiner et d’enregistrer les plaintes des consommateurs concernant l’application des frais afin de recevoir une facture papier et de modifier les lois sur la protection du consommateur de façon à éliminer la hausse des frais de relevés papier à l’avenir.
Pour consulter le rapport intégral, veuillez sélectionner le lien suivant : Comment payer les violons
Le CDIP a reçu du financement du Programme de contributions pour les organisations sans but lucratif de consommateurs et de bénévoles d’Industrie Canada. Les opinions exprimées dans le rapport ne sont pas nécessairement celles d’Industrie Canada ni du gouvernement du Canada.
Pour de plus amples renseignements, veuillez communiquer avec :
Jonathan Bishop
Analyste de recherche et des affaires parlementaires
Centre pour la défense de l’intérêt public (CDIP)
613-562-4002 poste 23
jbishop@piac.ca
www.piac.ca
John Lawford
Directeur général et avocat général
Centre pour la défense de l’intérêt public (CDIP)
613-562-4002 poste 25
Cell. : 613-447-8125
lawford@piac.ca
New PIAC report, “How to Pay the Piper: A Primer on Additional Charges to Consumers in Canada for Paper Billing”
OTTAWA, August 27, 2014 – In a new report the Public Interest Advocacy Centre (PIAC) estimates Canadians are paying between $495 and $734 million annually in fees for monthly bills and statements in paper formats to the banking and communications services industries (phone, T.V., home internet and wireless).
The report, entitled, “How to Pay the Piper: A Primer on Additional Charges to Consumers in Canada for Paper Billing,” examined the conduct of service providers in Canada who have begun to charge consumers for a paper bill and the impact of these practices on consumers. The report recommended the elimination of fees for paper billing, something the Government of Canada has committed twice in the past year.
“A majority of consumers have indicated their disapproval of being charged extra for a paper bill. Most Canadians believe supplying a paper bill in the mail without having to pay an extra fee is part of the company’s cost of doing business,” noted Jonathan Bishop, PIAC’s Research Analyst and author of the report.
As part of the report, PIAC collected the views of consumers through the analysis of a telephone survey that found the following:
•74% of Canadians surveyed disapproved of the practice of charging people extra for a paper bill or statement.
•71% approved of offering consumers a discount to those who opt for electronic billing.
•83% of respondents believe receiving a paper bill in the mail without having to pay an extra fee is part of the company’s cost of doing business.
The report recommended that all Canadian service providers provide an incentive to consumers to get them to switch to electronic billing. The report estimated Canadian consumers without internet access have spent between $77 and $102 million on paper bill fees annually. “That these funds are being collected from those who can least afford it is deeply concerning,” says Bishop.
“We applaud those corporations who have chosen to not apply a fee for paper bills, or provide incentives to have consumers switch to electronic billing. We wish for all consumers to receive their bills and statements in the method of their choice, without being penalized for their socio-economic status,” stated John Lawford, the Executive Director and General Counsel for PIAC.
The report also recommended provincial governments investigate and record consumer complaints regarding the application of fees to receive paper bills and amend consumer protection laws to eliminate the growth of paper bill fees going forward.
To see the full report, please consult the following link: How to Pay the Piper
To see the report in French, please consult the following link: Comment payer les violons
PIAC received funding from Industry Canada’s Contributions Program for Non-Profit Consumer and Voluntary Organizations to prepare the report. The views expressed in the report are not necessarily those of Industry Canada or the Government of Canada.
For more information please contact:
Jonathan Bishop
Research & Parliamentary Analyst
Public Interest Advocacy Centre (PIAC)
(613) 562-4002×23
jbishop@piac.ca
www.piac.ca
John Lawford
Executive Director & General Counsel
Public Interest Advocacy Centre (PIAC)
(613) 562-4002×25
Mobile (613) 447-8125
lawford@piac.ca
www.piac.ca
Consumers Need to be Wary of International Online Transactions
OTTAWA, April 2, 2014–Canadian online consumers have no clear recourse when encountering a problem involving international retailers, according to a report released today by the Public Interest Advocacy Centre (PIAC) entitled, “Shopping for Consumer Protection: Current Jurisdictional Issues.” The report recommends governmental bodies consider providing recommended venues for online dispute resolution (ODR) to provide predictability in the marketplace for both consumers and vendors.
The report examined challenges facing consumers when experiencing online shopping disputes with retailers based outside of Canada. “The murky world of trans-border consumer disputes remains a haunted house for consumers, with methods to legally resolve disputes remaining unclear,” noted John Lawford, PIAC’s Executive Director and General Counsel. Lawford concluded, “Currently consumers purchasing goods from jurisdictions outside of Canada have a limited number of avenues available to them should a dispute arise with an online retailer.”
While the report revealed that 72% of 1,001 Canadian consumers surveyed have never experienced a problem purchasing online, it found when Canadians did encounter a problem, ¾ of the time the retailer was foreign-based. In addition, 78% of Canadian consumers surveyed were not confident they could resolve a dispute with a foreign-based online retailer, versus 10% if the retailer is based in their home province. Other survey results found in the report include:
• 27% of Canadian consumers surveyed buy online at least once a month
• 74% of Canadian consumers surveyed look at products online at least once a month
• While 62% of Canadian consumers surveyed always look to ensure the retailer’s payment system is secure, only 20% always review the retailer’s compliant handling process.
• 45% of Canadian consumers surveyed do not know which laws should apply if they encounter a problem with an online retailer located outside of Canada.
The report recommends consumer protection agencies and organizations continue making consumers aware of potential hazards when purchasing from online retailers outside of Canada. Current government awareness programs dealing with online privacy should appear alongside this information to provide consumers with greater clarity before a consumer commits to an ecommerce purchase. Other recommendations include the provision of consumer assistance resources by provincial consumer protection agencies and consumer complaint bodies at all levels of government.
The report also calls for online retailers to use complaint, feedback and dispute information to update and enhance their own operations. “Clearly setting out policies and practices to address dispute resolution is essential to improving the online shopping experience for both consumers and retailers,” said Jonathan Bishop, PIAC’s Research Analyst.
To see the report, please consult the following link:
Download File: shopping_for_consumer_protection.pdf [size: 0.32 mb]
To view the report in French, please consult the following link:
Download File: shopping_for_consumer_protection_fr.pdf [size: 0.38 mb]
The report, including the appendix, can be viewed at this link:
Download File: shopping_for_consumer_protection_w_appendix.pdf [size: 0.8 mb]
PIAC received funding from Industry Canada’s Contributions Program for Non-Profit Consumer and Voluntary Organizations to prepare the report. The views expressed in the report are not necessarily those of Industry Canada or the Government of Canada.
For more information please contact:
John Lawford
Executive Director & General Counsel
Public Interest Advocacy Centre (PIAC)
(613) 562-4002×25
Mobile (613)447-8125
lawford@piac.ca
www.piac.ca
Jonathan Bishop
Research & Parliamentary Analyst
Public Interest Advocacy Centre (PIAC)
(613) 562-4002×23
jbishop@piac.ca
www.piac.ca
PIAC Marks World Consumer Rights Day
OTTAWA – March 15th marks World Consumer Rights Day, and Consumers International is highlighting the problems and challenges faced by mobile consumers across the world through this year’s theme “Fix Our Phone Rights!”. The Public Interest Advocacy Centre (PIAC) reminds Canadians that on December 2nd, 2013, the mandatory Wireless Code – which spells out rules on cell phone services, from cancellation fees, to unlocking, to caps on additional data and roaming fees – came into effect across Canada for all Canadians. PIAC played a key role in spurring its creation and development and is thrilled to see it come into place to protect Canadian consumers. We celebrate the implementation of the Wireless Code for World Consumer Rights Day 2014.
Today, we continue to advocate for consumers in telecommunications, broadcasting, privacy, competition, and financial services. We recently formally filed our views for a federal government consultation on a consumer protection code for banking services . We are representing consumers in ongoing Canadian Radio-television and Telecommunications Commission proceedings on wholesale wireless and internet markets and on a renewed approach to regulating television in Canada. We have also filed applications on discriminatory practices in mobile TV, free wireless calls for Canadians calling helplines and crisis lines, and consumer privacy rights against behavioural advertising.
World Consumer Rights Day (WCRD) is an annual occasion for celebration and solidarity within the international consumer movement organized by Consumers International. WCRD was first observed on March 15, 1983, and has since become an important occasion for mobilizing citizen action. Consumers International is the world federation of consumer groups serving as an independent and authoritative global voice for consumers.
PIAC is a non-profit organization that provides legal and research services on behalf of consumer interests, and, in particular, vulnerable consumer interests, concerning the provision of important public services.
For more information please contact:
Jonathan Bishop
Research & Parliamentary Affairs Analyst
Public Interest Advocacy Centre (PIAC)
(613) 562-4002 ext. 23
jbishop@piac.ca
www.piac.ca
THIS WEEK: PIAC Hosting its first Flash! Conference about TV on December 6
Media Release, November 15, 2013
OTTAWA – The Public Interest Advocacy Centre (PIAC) will be hosting a Flash! conference on December 6 in Ottawa, to talk about the future of television in Canada.
PIAC is hosting a Flash! conference – an informal conversation – to support the ongoing consultation by the Canadian Radio-television and Telecommunications Commission (CRTC) with Canadians about what’s on TV, how Canadians consume TV, and whether Canadians have the proper recourse for their concerns about TV.
The Flash! Conference will take place at PIAC’s office on 6 December 2013 at 10:30 a.m. until noon. Our address is:
Public Interest Advocacy Centre
ONE Nicholas Street
Suite 1204 (just behind the Rideau Centre)
Ottawa, ONTARIO K1N 7B7
613-562-4002
“Our December 6 event will be a great opportunity to share your views with other people. Show up, have a coffee, and we’ll collect your comments and make sure the CRTC hears them,” said John Lawford, Executive Director and General Counsel of PIAC.
For more information, and to register (please register so we know you are coming, there is no cost), you have two options
Option 1: Tweet us @Canada_PIAC; or
Option 2: Email gwhite@piac.ca
In the meanwhile, PIAC strongly encourages all Canadians to learn more about the CRTC’s consultation at www.crtc.gc.ca/talktv
For more information please contact:
John Lawford
Executive Director
Public Interest Advocacy Centre
(613) 562-4002×25
(613) 447-8125 (cell)
jlawford@piac.ca
Geoffrey White
Counsel
Public Interest Advocacy Centre
(613) 562-4002×24
gwhite@piac.ca
http://www.piac.ca
Consumers Ask the CRTC to Deny Bell-Astral’s Second Proposed Transaction
(Montreal) – Five Canadian consumer and public interest groups appear before the Canadian Radio-television and Telecommunications Commission (CRTC) today to oppose the second proposed acquisition of Astral Media Inc. by BCE Inc.
The Public Interest Advocacy Centre (PIAC), which also acts as counsel for the Consumers’ Association of Canada (CAC), the Council of Senior Citizens’ Organization of British Columbia (COSCO), the National Pensioners and Senior Citizens Federation (NPSCF), and Option consommateurs stated the proposed transaction, even with the proposed divestitures and safeguards, would not benefit consumers.
The groups stated its concerns that the proposed transaction would eliminate the largest remaining independent broadcaster and further concentrate an already heavily concentrated Canadian media market in the hands of a few large vertically integrated players. In particular, the groups noted that the proposed transaction, if approved, would allow Bell to control 59.2% of revenues in the French-language pay and specialty television market.
“Consumers deserve a highly competitive market with a diversity of voices and further media concentration will not provide more vigorous competition that benefits Canadian consumers,” said Janet Lo, PIAC Counsel. “In our view, the market is not meeting the consumer expectation for choice, flexibility and affordability and Bell does not promise to meet these needs through this transaction,” added Lo.
The consumer and public interest groups urged the CRTC to deny the transaction and ensure that vertically integrated television providers make strides to providing consumers with greater choice and flexibility to buy the television services that they want. The groups noted the trend of increasing prices for television services, which continues to outpace the Consumer Price Index (CPI).
Link to PIAC/CAC/COSCO/NPSCF/OC Oral Presentation:
Download File: oralpresentationbellastral2.pdf [size: 0.09 mb]
Link to PIAC/CAC/COSCO/NPSCF/OC comments filed with CRTC on April 5 are at this post
For more information:
Janet Lo
Counsel
Public Interest Advocacy Centre
ONE Nicholas Street, Suite 1204
Ottawa, Ontario
K1N 7B7
(613) 562-4002×24
(613) 816-5688 (cell)
jlo@piac.ca
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre
ONE Nicholas Street, Suite 1204
Ottawa, Ontario
K1N 7B7
(613) 562-4002×25
(613) 447-8125 (cell)
jlawford@piac.ca
Consumers Ask CRTC to Keep Basic Television Affordable – Few Services Deserving of Mandatory Distribution on Basic Television Service
FOR IMMEDIATE RELEASE
OTTAWA – Consumer rights group the Public Interest Advocacy Centre (PIAC) said today that basic television service in Canada is not affordable and that the Canadian Radio-television and Telecommunications Commission (CRTC) should not further burden consumers with unnecessary “mandatory carriage” services.
PIAC represented the Consumers’ Association of Canada (CAC), Council of Senior Citizens’ Organizations of British Columbia (COSCO), and National Pensioners and Senior Citizens Federation (NPSCF) before the CRTC in an oral hearing today on applications for mandatory distribution on basic television service. PIAC urged the CRTC to balance consumers’ interest in access to truly exceptional services and maintaining consumer choice and affordability. PIAC asked the CRTC to grant mandatory distribution only in exceptional cases.
“Canadian consumers are concerned about the increasing cost of basic television services,” said Janet Lo, Counsel for PIAC. “Each additional service the CRTC requires distributors to carry leads to higher prices for consumers and restricts consumers’ ability to select the broadcasting services they want,” she added.
PIAC’s presentation called on the CRTC to scrutinize basic television service prices offered to consumers. PIAC noted the trend of increased cost and size of basic television service packages offered in the market.
“Television providers have said to the Commission that approval of any services for mandatory distribution would significantly increase consumer cost and reduce consumer flexibility,” Lo said. “Canadians deserve transparency if the television providers will use this excuse to increase the cost of basic service.” Lo further noted, “Television providers themselves control the level of packaging flexibility offered to consumers.”
PIAC opposed the majority of the applications for mandatory distribution on basic television service. PIAC supported only a few select services that meet the high bar of the Commission’s criteria: Canadian Public Affairs Channel, Accessible Media Inc. Television, Accessible Media Inc. Audio, and the Legislative Assemblies of Nunavut and the Northwest Territories. PIAC conditionally supported other applicants with reservations about their proposed wholesale rates: the Aboriginal Peoples’ Television Network, Canal M, AMI-tv Français, Avis de Recherche, and All Points Bulletin.
Read the PIAC/CAC/COSCO/NPSCF oral remarks to the CRTC:
Download File: 91hpresentation_final.pdf [size: 0.04 mb]
For more information:
Janet Lo
Counsel
Public Interest Advocacy Centre
ONE Nicholas Street, Suite 1204
Ottawa, Ontario
K1N 7B7
(613) 562-4002×24
mobile: (613) 816-5688
jlo@piac.ca
Media Advisory: PIAC to represent consumers during CRTC hearing on mandatory distribution of television services
OTTAWA – In its continuing efforts to address consumers’ concerns with television services, the Public Interest Advocacy Centre (PIAC), the Consumers’ Association of Canada (CAC), the Council of Senior Citizens’ Organizations of British Columbia (COSCO), and the National Pensioners and Senior Citizens Federation (NPSCF) will be appearing before the Canadian Radio-television and Telecommunications Commission (CRTC) to discuss the applications for mandatory distribution on cable and satellite distribution systems. The eight-day long hearing begins on Tuesday, April 23 at 9:00 AM. PIAC/CAC/COSCO/NPSCF will appear on Friday, April 26, 2013.
For more information, please see the full written intervention filed by PIAC/CAC/COSCO/NPSCF to the CRTC on February 27, 2013 at:
Download File: piac_cac_cosco_npscf_bnc2013_19_intervention_27feb2013.pdf [size: 0.38 mb]
WHO:
Janet Lo, Legal Counsel at the Public Interest Advocacy Centre will be at the hearing.
WHAT:
Appearing at the CRTC public proceeding “Applications for mandatory distribution on cable and satellite distribution systems pursuant to section 9(1)(h) of the Broadcasting Act”
WHERE:
Gatineau, Quebec
Conference Center
Portage IV, 140, Promenade du Portage
Gatineau, Quebec
Canadians will be able to listen to a live audio feed of the hearing and by going to http://www.crtc.gc.ca
PIAC is a non-profit organization that provides legal and research services on behalf of consumer interests, and, in particular, vulnerable consumer interests, concerning the provision of important public services.
Media Contact:
Janet Lo
Legal Counsel
Public Interest Advocacy Centre (PIAC)
(613) 562-4002 ext. 24
Mobile (613) 816-5688
jlo@piac.ca
