Services from Microcell Solutions for the visually impaired come under fire

The CRTC has waded into a dispute between Microcell Solutions Inc and one of its customers over the quality of services for the visually impaired. Chris Stark has filed a Part VII application with the commission seeking various orders that would require Microcell "to provide equal and equitable service to a customer who is blind, as required by the Telecommunications Act." Since activating his Fido service on June 11, Stark has made several inquiries to Microcell Solutions’ staff requesting billing information be provided to him in an alternative format. According to his June 29 application, Stark wants the commission to direct Microcell to "make bills and related information available to customers in the alternative formats of their choice, on the same basis, at the same time and under the same terms and conditions as printed bills are made available to sighted customers." Previous CRTC rulings have set out the terms and conditions for delivering services for those with special needs, such as the visually impaired. In CRTC Order 96-1191 and Order 96-626, "the commission ordered Canadian carriers to make billing information available to visually impaired customers, upon request, in either Braille, large print or computer diskette formats," Microcell writes in its July 31 submission to the CRTC. The company has been providing this service since June 1999. "Despite the fact that (Microcell) Solutions is not a Canadian carrier as defined by the (Telecommunications) Act and is therefore not directly subject to the commission’s outstanding orders concerning special needs access, Solutions has voluntarily made every attempt to comply with both the letter and the spirit of these rulings," it writes. In his dealings with Microcell over the issue, Stark says he’s also concerned the company has not sufficiently trained its staff in the needs of non-sighted cellular customers. He wants the commission to monitor staff training "to ensure that staff can address the customer service needs of persons who are blind," Stark writes in his Part VII application. Microcell rejects the claim, insisting that both Stark and his wife have been treated in an appropriate manner. While the company admits its dealings with the Starks have been difficult, it offers to introduce an enhanced customer service program that would better meet the needs of disabled customers. The new program will assign certain customer service staff to address Fido service for disabled customers, such as alternate format billing information as well as alternate formats for other information. Customers will also be able to meet with sales staff and/or technicians at retail outlets to review aspects of service including choice of handsets, appropriate service plans, and programming assistance for handsets. Stark is also offended by the company’s requirement that a medical certificate be submitted clearly stating that the user is visually impaired before it will provide the billing information in an alternative format. In his letter to the CRTC, Stark says it will cost $75 to get this form from his doctor. He maintains that this violates the Telecommunications Act by making it more expensive for him to use the service than other customers. Microcell counters that producing bills in Braille costs approximately $250-$300. "Given this significant production expense relative to regular print billing information, Microcell submits that it is reasonable for a business organization – especially one operating in a highly competitive market – to implement appropriate cost control measures," it writes. Acquiescing to Stark’s demand however, Microcell notes that it will no longer require the medical certification "if submission of the requested form poses a problem for a customer." Discretion will be exercised on a case-by-case basis. "In general, while Solutions would prefer to receive the completed medical certification form and proposes to continue to request such form, it is nonetheless prepared to modify its existing policy and accept any other easily attainable proof of visual-impairment," the wireless service provider writes.

Services from Microcell Solutions for the visually impaired come under fire

News | September 5, 2000

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