Switching between carriers now easier: CRTC

The CRTC announced new rules Friday to simplify the process for consumers wishing to change providers for their television, phone, wireless or Internet services. “The new rules will make the transfer process a seamless and convenient experience, while enabling Canadians to benefit from receiving retention offers from their current providers,” CRTC chairman Konrad von Finckenstein said in a release. The new rules will allow consumers to switch service providers with a single phone call. Once the provider has obtained consent, it will make all necessary arrangements on behalf of the customer to transfer the service. Under the rules, the transfer must be completed within two business days, except for wireless services, which must be completed within 2.5 hours. Termination penalties and other conditions of licence will apply. Consumers can also cancel their services by directly contacting their providers, which can then attempt to retain the customer. The CRTC has safeguards in place to prevent providers from sharing confidential customer information with their internal sales and marketing teams during the transfer process. The CRTC also launched a consultation Friday on whether the existing safeguards remain in the best interest of consumers and whether they limit a consumer's ability to receive retention offers from providers. The issue was touched on during a previous consultation on the customer transfer process in 2010, in which some parties said the requirements prevented customers from being informed of favourable retention offers. However other parties supported maintaining the requirement, arguing that competitively sensitive customer information should remain out of the reach of sales and marketing groups. The deadline for comments is April 18. The CRTC also said consumer group the Public Interest Advocacy Centre (PIAC) was awarded $7,665.58 to cover costs for participating in the commission's 2010 proceeding.

Switching between carriers now easier: CRTC

Brief | March 18, 2011

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Switching between carriers now easier: CRTC

Brief | March 18, 2011

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