CRTC makes it easier to switch between providers of broadcasting and telecommunications services
OTTAWA-GATINEAU, March 18, 2011 —The Canadian Radio-television and Telecommunications Commission (CRTC) today simplified the process for Canadians who want to change providers for their television, home telephone, wireless or Internet services.
“In a competitive marketplace, consumers are always encouraged to explore different options for their broadcasting and telecommunications services,” said Konrad von Finckenstein, Q.C., Chairman of the CRTC. “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.”
Consumers will now be able to switch service providers with only one phone call. Once it has obtained the proper consent, the new provider will make all the arrangements on behalf of consumers to have the services transferred over. The CRTC requires that customer transfers be completed within two business days, except for wireless service where transfers must be completed within 2.5 hours.
If they prefer, consumers can also cancel their services by contacting their service provider directly, which can make them offers to retain their business.
The CRTC reminds consumers that, when switching to a new service provider, they are still responsible for any termination penalties or other terms associated with their existing contract.
Additionally, the CRTC has established safeguards to prevent service providers from sharing confidential customer information with their internal sales and marketing groups during the transfer process.
Following today’s decision, the CRTC has also launched a new proceeding seeking views on whether these safeguards are still in the best interests of consumers and whether they limit a consumer’s ability to receive offers from a service provider.
Interested parties may submit their comments by April 18, 2011. They may do so by completing the online form, by writing to the Secretary General, CRTC, Ottawa, Ontario, K1A 0N2, or by fax at 819-994-0218.
The CRTC is an independent public authority that regulates and supervises broadcasting and telecommunications in Canada.
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