Bell wants ADAD rules changed

Bell Canada and Bell Aliant Regional Communications want the CRTC to update the Automatic Dialing-Announcing Device (ADAD) telecommunications rules and are threatening an appeal if the commission doesn't do so as part of a follow-up proceeding to the unsolicited telemarketing rules (UTR).The CRTC initiated Public Notice 2008-14 last month with the goal of clarifying some inconsistencies in National Do-Not-Call telemarketing regulations. As previously noted in Network Letter, the commission reopened the telemarketing rules, seeking input on whether to add political candidates not affiliated with a party to the exemption list, to harmonize federal ADAD rules with provincial regulations and whether to allow telephone numbers to remain on the DNCL indefinitely rather than for the current three-year period.Under current ADAD rules, the recorded message must contain at the beginning the mailing address of the party calling and a telephone number for a representative. If the call is longer than 60 seconds then this information should be repeated at the end of the call as well.In its October 24 comments, Bell and Bell Aliant note that ADAD users generally don't follow these rules, adding that a mailing address is not usually included in the recorded message and a contact telephone number is usually enunciated at the end of the call. The companies also indicate that very few consumers are complaining about ADAD calls."Given that these practices do not appear to be raising concerns on the part of consumers, the companies submit that it would be appropriate at this time to review the continued need for those identification requirements, before the commission is required to invest its time and resources to address any future customer complaints in this regard," reads the two firms' comments.Bell and Bell Aliant argue that removing the mailing address indication as part of the message would align the ADAD rules with those for unsolicited telemarketing, including the complaints process. They also note that email or snail mail is not an option for lodging a UTR complaint."It therefore stands to reason that since the commission has deemed that consumers are unlikely to avail themselves of a mail option to formally complain about ADAD calls, this should apply equally for consumers who wish to complain directly to the ADAD call initiators," the companies state in their comments.Technological changes also make the current ADAD rules out of date. "Interactive ADAD's are able to discern whether they are connected to a customer, or whether they have reached a customer's answering machine or voicemail. This allows the interactive ADAD to cater the information provided accordingly," reads the comments. "When such technology is employed, customers also have the option of pressing ‘0' at any time to speak to a live representative. As a result, with the newer interactive ADADs, the value in providing contact information during the pre-recorded message is significantly reduced."Given the early stage of the proceeding and the interrelationship of ADAD identification rules with PN-2008-14, the two companies suggest expanding the proceeding to this issue. "Should however the commission determine that the focus of PN 2008-14 should be limited to the three issues currently identified therein and, thus, deny the present request, the companies intend to submit a Part VII Application to initiate an independent proceeding to consider this pressing issue."

Bell wants ADAD rules changed

News | 11/04/2008 6:40 pm EST

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