Telecom Archives - Public Interest Advocacy Centre

CCTS Annual Report 2020-21 Shows Consumer Internet Issues

j.lawford — Mon, 06 Dec 2021 06:01:54 +0000

OTTAWA, 6 December 2021 – Consumers are struggling with Internet services during the continuing COVID-19 pandemic, said the Public Interest Advocacy Centre (PIAC), citing today’s release of the 2020-21 Annual Report of the Commission for Complaints for Telecom-television Services (CCTS).

The CCTC Annual Report shows a 9% year over year increase in consumer complaints during the months of August 1, 2020 to July 31, 2021. Customers raised 12% more Internet-related issues during COVID-19 lockdown, with nearly one quarter of these concerning poor service quality and complete loss of service at a time when Canadians rely on internet services to complete essential activities.

“Increased home internet usage by Canadians during COVID-19 restrictions highlights serious problems with Canada’s Internet industry and regulation,” noted John Lawford, PIAC’s Executive Director and General Counsel. “The CRTC’s ‘Internet Code’ had only 18 confirmed violations despite consumers raising over 13,000 Internet issues – or less than 0.2%,” he added. “That’s a ridiculously low number that we think means the Internet Code has no real substantive consumer protections while consumers are led by regulators and industry to think that it protects them.”

Wireless services continued to be the most complained about service, at 44% of consumer complaints overall, versus 31% for Internet services and 12% each for TV and home phone service. Disclosure issues continue to worsen as they were the top consumer concern (14% of all issues for all service), followed by incorrect charges (13%) and poor quality of service (11%). Within the service quality category, complaints relating to Internet quality of service saw a whopping 48% increase.

PIAC notes that disclosure concerns also are a common issue again this year despite a Canadian Radio-television and Telecommunications Commission (CRTC) Report on Misleading or Aggressive Retail Sales Practices of Canada’s communications providers that clearly described flaws in industry behaviour.

For more information, please contact:

John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
613-562-4002 ext. 125 (New)
(613) 447-8125 (cell)
jlawford@piac.ca

The post CCTS Annual Report 2020-21 Shows Consumer Internet Issues appeared first on Public Interest Advocacy Centre.

Canadians to pay more, have less choice, for Internet

j.lawford — Thu, 27 May 2021 20:15:52 +0000

OTTAWA, 27 May 2021 – Consumers likely will lose competitive service options and pay more for Internet as a result of today’s CRTC reconsideration of wholesale Internet rates, the Public Interest Advocacy Centre (PIAC) warned.

John Lawford, PIAC Executive Director and General Counsel, decried the decision, saying: “Both the CRTC and the federal government lost their nerve in dealing with the major Internet providers. They backed away from a fair wholesale rate that would have increased consumer choice and lowered internet prices for Canadian consumers.”

The Canadian Radio-television and Telecommunications Commission (CRTC) decision today is a reconsideration of a previous CRTC order that ordered major Internet service providers such as Bell Canada, TELUS and Rogers sell wholesale access to their networks to allow competitors to offer their own services at affordable rates. The CRTC had, in their first decision, set a much lower rate than the rate approved today. The CRTC also had ordered rebates to small Internet providers that had paid more than the first decision’s final rate – but today’s decision largely removed that part of the order.

The major Internet providers launched a three-pronged attack on the CRTC’s original order: appealing to the courts (which dismissed their case); petitioning the government; and asking the CRTC for today’s decision. The Petition to the government was dismissed but accompanied by language that the major Internet providers claimed may have helped direct the CRTC to increase the rate.

Lawford noted that without most of the previously ordered rate repayments and with today’s higher rates, consumers may see some of the smaller Internet providers, who typically offer cheaper Internet service, go out of business in the near future. “Consumers need affordable Internet more each day” noted Lawford. “But the government and the CRTC clearly were afraid to support competition during a pandemic and ahead of an election. They should fear consumer anger far more.”

For more information, please contact:

John Lawford

Executive Director and General Counsel

Public Interest Advocacy Centre (PIAC)

613-562-4002 ext. 125 (New)

(613) 447-8125 (cell)

jlawford@piac.ca

— 30 —

The post Canadians to pay more, have less choice, for Internet appeared first on Public Interest Advocacy Centre.

PIAC and FRPC file CRTC Application to Ensure Continued Funding of the Broadcasting Participation Fund (BPF)

piac_admin — Wed, 21 Apr 2021 01:13:34 +0000

OTTAWA (21 April 2021) – The Public Interest Advocacy Centre (PIAC) and the Forum for Research and Policy in Communications (FRPC) today filed a Part 1 Application with the Canadian Radio-television and Telecommunications Commission (CRTC) to protect consumer and public participation in Canadian broadcasting regulation in an era of fundamental change to the Canadian broadcasting system. The Application seeks continuing funding of the pivotal Broadcasting Participation Fund (BPF), which provides funds to consumer and public interest groups in CRTC broadcasting matters. The BPF faces serious budget shortfalls in the coming years unless the CRTC and the broadcasting industry find a new way to support public participation on key questions of what Canadians can watch, listen to or be entertained by, whether on their TVs, radios, computers or cellphones.
“The Broadcasting Participation Fund allows PIAC and FRPC, and many other consumer groups to protect consumer interests in broadcasting at the CRTC. Without it, the consumer voice on upcoming legislation on regulating internet speech, news, media mergers such as Rogers and Shaw, the CBC’s licences and the regulation of online shows will be silenced,” stated John Lawford, Executive Director and General Counsel of co-applicant PIAC.
The application highlights the precarious nature of the support of public interest advocacy in broadcasting, before the CRTC, and the importance of continuing support of the consumer voice. It also notes that there will be a long transition to the major reforms of broadcasting in Bill C-10, which Parliament is presently considering and which will require considerable public participation to implement fairly for all.
Monica Auer, Executive Director of co-Applicant FRPC noted: “The issues that face Canadian broadcasting in the 21^st century are too important to be decided without the informed public input that organizations such as PIAC, the Forum and others provide.”
“The CRTC recognized some years ago that the BPF was crucial to a balanced and reasoned debate on broadcasting matters touching consumers every day,” added Lawford, “we are just asking that this be continued as we set the new rules for broadcasters.”
For more information, please contact:
John Lawford
Executive Director/General Counsel
Public Interest Advocacy Centre
285 McLeod Street – Suite 200
Ottawa, ON K2P 1A1
jlawford@piac.ca
613-562-4002 ext 125 [new!]
Fax 562-0007
Cell: 613-447-8125
https://www.piac.ca
@CanadaPIAC
— 30 —

The post PIAC and FRPC file CRTC Application to Ensure Continued Funding of the Broadcasting Participation Fund (BPF) appeared first on Public Interest Advocacy Centre.

Consumer Groups welcome “MVNO” Wireless Competition in Canada

piac_admin — Thu, 15 Apr 2021 20:12:18 +0000

OTTAWA, 15 April 2021 – Consumers will benefit from “MVNO” wireless competition permitted today by Canada’s telecommunications regulator, said the “Coalition for Cheaper Wireless Service” (CCWS) a group of consumer, low-income and seniors groups whose members are the Public Interest Advocacy Centre (PIAC); ACORN Canada (ACORN); National Pensioners Federation (NPF); and CARP (formerly Canadian Association of Retired Persons).
John Lawford, PIAC Executive Director and General Counsel, welcomed the decision, noting: “Consumers made the case that they have too few choices and too high prices for cellphone service in Canada. The CRTC has finally cleared a path for MVNOs and we trust they will find Canadians are very willing to try a new wireless option.”
Certain “eligible regional” mobile virtual network operators or “MVNOs” will be permitted to resell the wireless services of major, established wireless companies Bell Mobility, TELUS Mobility and Rogers, with some conditions, based on wholesale access to these established companies – which is what the Canadian Radio-television and Telecommunications Commission (CRTC) finally required today.
Lawford noted that consumers will have to wait a little longer for the new competition while MVNOs and the “big 3” negotiate rates and the CRTC arbitrates dispute.
Finally, Bell, TELUS and Rogers will be required “offer and promote low-cost plans and occasional-use plans in an effort to benefit Canadians, including those who are elderly or low-income earners, as well as those who use their mobile devices sparingly.” The CCWS specifically asked for cellphone plans for low-income Canadians and seniors.
“We hope to see these affordable options soon,” added Lawford. “Seniors and lower-income Canadians need wireless connections now more than ever.”
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
613-562-4002 ext. 125 (New)
(613) 447-8125 (cell)
jlawford@piac.ca
— 30 —

The post Consumer Groups welcome “MVNO” Wireless Competition in Canada appeared first on Public Interest Advocacy Centre.

CCTS Mid-Year Report Shows Troubling Internet Issues

piac_admin — Mon, 29 Mar 2021 14:17:53 +0000

OTTAWA, 29 March 2021 – The Public Interest Advocacy Centre (PIAC) noted that the 2020-21 Mid-Year Report of the Commission for Complaints for Telecom-television Services (CCTS) released today shows a 6% year over year increase in consumer complaints during the months of August 1, 2020 to January 31, 2021. Customers raised more issue Internet-related issues during COVID-19 lockdown, concerning poor service quality and complete loss of service at a time when Canadians rely on internet services to complete essential activities.
“As expected, increased home internet usage by Canadians under lockdown showed the weaknesses in Canada’s Internet industry and regulation,” noted John Lawford, PIAC’s Executive Director and General Counsel. “The CRTC’s ‘Internet Code’ had only four violations despite thousands of Internet complaints – proving it’s a dead letter,” he added.
Rogers and Fido in particular, saw a rise in complaints against those brands of 23.9% and 45.3% respectively. PIAC is concerned with the trends for this corporation, given its stated intention to acquire Shaw.
Wireless services continued to be the most complained about service, although it saw a decline of 19.5% versus an increase of 6.2% for Internet services. Disclosure issues still remain a major problem as they were the top consumer concern (13% of all issues), followed by incorrect charges (12.7%) and intermittent/inadequate quality of service (11.3%) and within this issue category, complaints relating to Internet quality of service saw a 41.4% increase.
PIAC notes that disclosure concerns are a common issue year after year despite an inquiry into the sales practices of telecommunications providers by the CRTC that pointed the industry towards several flaws in their behaviour.
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
613-562-4002 ext. 125 (New)
(613) 447-8125 (cell)
jlawford@piac.ca
— 30 —

The post CCTS Mid-Year Report Shows Troubling Internet Issues appeared first on Public Interest Advocacy Centre.

PIAC to talk on The Action to Get Affordability panel at the Affordable Internet Day of Action

piac_admin — Tue, 16 Mar 2021 12:29:51 +0000

OTTAWA – March 16, 2021 – The Public Interest Advocacy Centre will participate in today’s Affordable Internet Day of Action, taking place at 1 p.m. E.D.T., virtually.
Executive Director and General Counsel, John Lawford, is a panellist during the 4 p.m. discussion “ The Action We Need Right Now – How We Get Affordability: It’s time for new approaches and a break from the status quo.” Mr. Lawford will present PIAC’s argument for how to move from a solid legal ground to affordable internet to consumer action to achieve it.
The one-day virtual conference includes a coalition of partners and organizations dedicated to demanding affordable internet for all Canadians.
The event is open to the public and pre-registration is available here.
Full agenda and further details at https://www.affordable-internet.ca/
For more information:
John Lawford
Executive Director/General Counsel
Public Interest Advocacy Centre
613-562-4002 x 25
Cell: 613-447-8125
Email: jlawford@piac.ca
-30-

The post PIAC to talk on The Action to Get Affordability panel at the Affordable Internet Day of Action appeared first on Public Interest Advocacy Centre.

Rogers-Shaw Deal is Bad Medicine for Consumers

piac_admin — Mon, 15 Mar 2021 14:51:43 +0000

OTTAWA, March 15, 2021 – The Public Interest Advocacy Centre (PIAC) today expressed serious concern with the announcement by Rogers Communications Inc. (“Rogers”) that it will acquire the business of Shaw Communications Inc. (“Shaw”).
The deal would cover cable TV, Internet and wireless assets. The result would mean fewer wireless competitors in many Canadian markets.
“Canadians will not benefit from having fewer wireless competitors; they will pay more,” said John Lawford, Executive Director and General Counsel of PIAC.
The deal could undo a series of government actions over the last 15 years to promote a fourth national wireless carrier to help bring down cellphone prices in Canada. While Rogers claims it will not raise prices for Shaw’s “Freedom Mobile” wireless customers for three years, the structural shift from four carriers in most Canadian cities to only three will risk reduced competition in the wider cellphone market, as competitive pressure is removed from Rogers, Bell Mobility and TELUS Mobility.
Rogers also promised expansion of rural, indigenous and low-income connectivity programs.
“No amount of short-term sugar will help this medicine go down,” added Lawford. “The real harm to consumers from this deal cannot be wished away by promises to do things these companies should be doing to help the country, anyways.”
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre (PIAC)
(613) 447-8125 ext. 125
(613) 447-8125 (cell)
jlawford@piac.ca

The post Rogers-Shaw Deal is Bad Medicine for Consumers appeared first on Public Interest Advocacy Centre.

PIAC to participate in National Day of Action for Affordable Internet

piac_admin — Fri, 26 Feb 2021 14:43:43 +0000

OTTAWA – February 26, 2021 – The Public Interest Advocacy Centre announced today its participation in the upcoming National Day of Action for Affordable Internet on March 16. The one-day virtual conference includes a coalition of partners and organizations dedicated to demanding affordable internet for all Canadians.
“All consumers, but especially low-income Canadians, struggle to afford internet and cellphone connections in an environment made infinitely more difficult by inadequate laws, regulatory capture and market dominance by big companies. The first step is protest, the next is action on all of these barriers,” noted John Lawford, PIAC’s Executive Director and General Counsel.
Since the beginning of the pandemic, PIAC along with ACORN Canada and the National Pensioners Federation has called for the federal government to ensure fair and affordable Internet access for All Canadians and particularly low-income Canadians and seniors on fixed incomes. Most recently, ACORN, NPF and PIAC have demanded the federal government create a $50 rebate to consumers for the remainder of COVID-19, as the US has already done. Their proposed “Canadian Broadband Benefit” (CBB) would provide a $50 rebate for low-income Canadians, fixed-income seniors and those who would otherwise qualify for the Canadian Emergency Response Benefit due to lost employment income.
Lawford says the pandemic has brought attention to structural inequalities for Canadians to have fair access to affordable internet.
“The pandemic has not created these issues, but it’s certainly brought them to the forefront,” says Lawford. “Now is the time to act to ensure all Canadians can access and afford the Internet services they need.”
The National Day of Action for Affordable Internet will be streamed live on March 16. Canadians who wish to attend can find agenda, details and registration at https://www.affordable-internet.ca/
For more information:
John Lawford
Executive Director/General Counsel
Public Interest Advocacy Centre
613-562-4002 x 125
Cell: 613-447-8125
jlawford@piac.ca
-30-

The post PIAC to participate in National Day of Action for Affordable Internet appeared first on Public Interest Advocacy Centre.

CCTS Annual Report 2019-20 Shows Internet Code, TV Code are Dead Letters

piac_admin — Mon, 30 Nov 2020 15:58:43 +0000

OTTAWA – 30 November 2020 – The Commission for Telecom-Television Services (CCTS) Annual Report 2019-20 of consumer complaints about communications services shows that the Canadian Radio-television and Telecommunications Commission’s (CRTC) “Internet Code” and “TV Service Provider Code” do not protect consumers and indeed are “dead letters” that mislead consumers into believing their Internet and TV use is protected when it is not, today said the Public Interest Advocacy Centre (PIAC).
The CCTS Report shows that consumers were able to use the Internet Code to vindicate their complaints against Internet Service Providers only 1.4% of the time. Likewise, consumers’ ability to rely upon the TV Service Provider Code to support their TV service complaints also was successful only 1.4% of the time.
“These two CRTC codes are dead letters, as they permit companies to raise prices mid-contract and to charge early cancellation fees, which are two of the largest complaint-drivers for consumers,” stated John Lawford, Executive Director and General Counsel of PIAC. “The CRTC claims that these codes increase clarity of contracts and empower consumers but clearly they do the opposite: they disappoint consumers who complain,” he added.
Lawford contrasted the Internet Code and TV Service Provider Code with the CRTC’s earlier “Wireless Code” and “Deposit and Disconnections Code“, both of which contain important substantive protections for consumers, such as prohibitions on price changes during the contract period and clear rules for disconnections. Consumers were able to rely on the Wireless Code to support their complaint 6.5% of the time, while those using the Deposit and Disconnection Code successfully called it in aid over 7% of the time.
“The major complaint issues raised with the CCTS were about ‘disclosure’ and ‘billing’. That’s code words for the companies changing prices mid-contract, mis-selling at the start of the contract or charging huge termination fees. The answer is simple: outlaw price changes during the contract, whether for Internet, wireless, TV or home phone,” stated Lawford. PIAC has previously alerted consumers to the inadequacy of the Internet Code.
For more information, please contact:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre
Tel: 613-562-4002 ext. 125
Cell: 613-447-8125
jlawford@piac.ca

The post CCTS Annual Report 2019-20 Shows Internet Code, TV Code are Dead Letters appeared first on Public Interest Advocacy Centre.

Telecom Fail – CCTS Compliance Report 2019

piac_admin — Thu, 19 Nov 2020 13:44:33 +0000

Ottawa – 19 November 2020 – Canadian telecommunications companies are unacceptably failing to comply with resolutions and in some cases falsely claiming to resolve consumer complaints to Commission for Complaints for Telecom-Television Services (CCTS), according to the 2019 Compliance Monitoring Report, says consumer advocacy group the Public Interest Advocacy Centre (PIAC).
“We are shocked, but not surprised, at the companies’ variety of non-compliance with a simple complaint resolution scheme for telecom customers,” stated John Lawford, PIAC’s Executive Director and General Counsel. “Consumers have told us for years that problems exist with the process.”
The 2019 CCTS Compliance Report, found:
1 – PSPs (“Participating Service Providers”) indicated to CCTS that complaints from customers were resolved when they actually remained unresolved in the opinion of customers. The Report notes a reduction in these issues (in particular for one major PSP) after education and communication with the CCTS.
2 – Failure to implement resolutions, recommendations and decisions is widespread amongst PSPs.
3 – In two documented cases, PSPs threatened customers, either by imposing an additional fee on a customer, or even with a lawsuit for having filed a complaint with the CCTS. In other cases, the PSPs were found to pressure customers to withdraw their complaints (18 instances).
4 – Widespread failure by PSPs to properly present the option to complain to the CCTS on their website.
“PIAC has asked CCTS for some years to add a new complaint category for ‘failure to action’ complaint resolutions and that this should be logged and treated as a new complaint, as is done by the Telecommunications Industry Ombudsman in Australia,” added Lawford.
For more information:
John Lawford
Executive Director and General Counsel
Public Interest Advocacy Centre
Tel: 613-562-4002 ext. 125
Cell: 613-447-8125
jlawford@piac.ca

The post Telecom Fail – CCTS Compliance Report 2019 appeared first on Public Interest Advocacy Centre.