Telecom and Broadcasting - Secretary General Letter addressed to Monica Auer (Forum for Research and Policy in Communications)
Gatineau, 7 May 2026
Reference: 1011-NOC2025-0227
BY EMAIL
Monica Auer, M. A., LL.M.
Executive Director
Forum for Research and Policy in Communications
execdir@frpc.net
Subject: Telecom and Broadcasting Notice of Consultation 2025-227 Call for comments – Consumer protections in the event of a service outage or disruption – Procedural request of the Forum for Research and Policy in Communications
Dear Monica Auer,
Thank you for your letter dated 13 March 2026 in which the Forum for Research and Policy in Communications (FRPC) requests that certain information be added to the record of Telecom and Broadcasting Notice of Consultation (TBNC) 2025-227 and that the Commission allow parties to make final written submissions.
Specifically, FRPC seeks to add the responses to the requests for information submitted in two review and vary applications (8662-B2-202505066 and 8662-T3-202505975), in particular those responses that relate to the scale and frequency of outages experienced by Canadians. FRPC asserts that the evidence is directly relevant to this proceeding and that all parties should have the opportunity to evaluate it, given that it addresses the number of service outages and affected users across companies.
The Commission notes that there already exists evidence on the record of this proceeding that address these matters. For example, the record contains evidence submitted by the Commissioner for Complaints for Telecom-Television Services (CCTS) that speaks to the number of complaints related to service outages. This is in addition to the CRTC’s public opinion research regarding service outages. This evidence informed the submissions made by parties, including FRPC, who referred to this evidence in its intervention (paragraphs 57 and 58). Moreover, while frequency of outages and its impacts are relevant considerations, TBNC 2025-227 is forward-looking, focussing on whether additional consumer protections in relation to service outages are needed and how they should be structured.
The Commission considers that FRPC has participated in TBNC 2025-227 in an informed and fulsome manner. Any additional process at this juncture would introduce undue delays in making determinations on consumer protections in the event of service outages or disruptions – a matter of critical importance to consumers.
In light of the above, the Commission denies FRPC’s request.
Sincerely,
Marc Morin
Secretary General and Executive Vice-President
CC: Scott Hutton, Vice-President, Consumer, Analytics and Strategy, CRTC, Scott.Hutton@crtc.gc.ca
Nanao Kachi, Director, Consumer, Analytics and Strategy, CRTC, Nanao.Kachi@crtc.gc.ca
Stephen Schmidt, Vice-President – Telecom Policy & Chief Regulatory Legal Counsel, TELUS Communications Inc., Stephen.Schmidt@telus.com
Marc Nanni, mn_crtc@proton.me
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