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Telecom - Staff Letter addressed to Philippe Gauvin (Bell Canada) and Simon-Pierre Olivier (Rogers Communications Canada Inc.)

Gatineau, 5 August 2025

BY EMAIL

Philippe Gauvin
Assistant General Counsel
Bell Canada
Floor 19
160 Elgin St.
Ottawa, ON, K2P 2C4
bell.regulatory@bell.ca

Simon-Pierre Olivier
Director Regulations and Economics
Rogers Communications Canada Inc.
333 Bloor St East
Toronto, ON, M4W 1G9
regulatory@rci.rogers.com

Subject: Bell Canada and Rogers Communications Canada Inc. regarding recently reported incidents of misrouted calls and overheard conversations of customers — Request for Information

Dear Recipients,

This letter sets out a request for information for Bell Canada (Bell) and Rogers Communications Canada Inc. (Rogers), regarding recently reported incidents of misrouted calls and overheard conversations of customers in the Niagara Region.

The CRTC takes the privacy of Canadians seriously. To better understand what occurred and measures taken to avoid them going forward, the following information is requested:

  1. A detailed explanation of the issue, including:
    1. Root cause of the issue.
    2. Services impacted.
    3. Networks affected, including technologies affected.
    4. Service areas affected.
    5. Timelines of when the issue was discovered and resolved.
    6. Number of subscribers affected per service.
    7. Numbers of calls affected, and complaints received.
    8. Details of the downstream Telecommunication Service Providers (TSPs) affected.
    9. Number of downstream TSPs’ subscribers affected.
  2. Actions that have been taken to resolve the issue.
  3. An expected timeline for resolving the issue.
  4. Steps taken to prevent the issue from occurring in the future.
  5. A brief description of communication with the public on the issue.

Bell and Rogers are required to provide a response to the attached questions by 15 August 2025 Bell Canada and Rogers and other interested persons will have until 25 August 2025 to comment on the RFI responses. These comments must be limited to only the new information provided in the RFI responses.

As set out in section 39 of the Act, and in Broadcasting and Telecom Information Bulletin CRTC 2010-961, Procedures for filing confidential information and requesting its disclosure in Commission proceedings, persons may designate certain information as confidential. A detailed explanation on why the designated information is confidential and why its disclosure would not be in the public interest must be provided, including why the specific direct harm that would be likely to result from the disclosure would outweigh the public interest in disclosure. In addition to the confidential version, an abridged version of the document omitting only the confidential information must be filed or reasons why an abridged version cannot be filed must be provided.

If you have any questions regarding this request, you may contact Christine Marques at christine.marques@crtc.gc.ca.

Sincerely,

Original signed by

Noah Moser
Acting Director General, Costing and Regulatory Implementation
Telecommunications Sector, CRTC

c.c.: Christine Marques, CRTC, christines.marques@crtc.gc.ca
Suneil Kanjeekal, CRTC, suneil.kanjeekal@crtc.gc.ca
Aysha Omar, CRTC, Aysha.omar@crtc.gc.ca
Vish Iyer, CRTC, vish.iyer@crtc.gc.ca

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