CRTC abdicating responsibility by declining sales practices inquiry: PIAC

The CRTC has told the Public Interest Advocacy Centre (PIAC) that Canadians have other outlets for complaints about telecom sales practices in response to a request from the consumer group to open an investigation into the issue. In January, PIAC wrote to CRTC chairman Ian Scott asking him to launch an inquiry into telecom companies’ sales practices, citing “revelations of aggressive, inappropriate and potentially misleading sales practices by major Canadian wireless, Internet, television and home phone providers.” In a response dated Feb. 12, Scott said “Canadians already have a variety of options available to them to seek redress depending on the nature of the issue.” The letter said Canadians who “consider that their wireless, Internet, home phone or TV service provider has not provided clear and accurate information to them about their contract(s),” can turn to the Commission for Complaints for Telecom-related Services (CCTS). “I would also note that the Competition Act (the Act) contains provisions that specifically address false or misleading representations and deceptive marketing practices. The Competition Bureau enforces the Act and where appropriate investigates deceptive marketing and misleading advertising practices complaints. Canadians may contact the Competition Bureau with their concerns,” the letter said. “Canadians can make use of well-established and effective mechanisms to resolve issues with their communications services providers. I acknowledge your organization’s ongoing efforts to help Canadians become more aware of the options available to them,” Scott wrote. In a press release on Wednesday, the PIAC’s executive director John Lawford said that the CRTC’s ruling tells consumers they’re on their own. Comparing action taken last year by the federal financial watchdog, the Financial Consumer Agency of Canada, against banks accused of similarly pushy sales tactics, Lawford asked: “Do telcos get a special deal from regulators?” Lawford also took issue with the telecom regulator’s suggestion that Canadians turn to the Competition Bureau and CCTS, with the release saying that the CCTS generally doesn’t cover sales practises. “Sending Canadians to these bodies to try to extract themselves from poor deals after the fact instead of proactively investigating them and restoring the public trust in the market is a major abdication of responsibility by the CRTC,” Lawford said in the release.

CRTC abdicating responsibility by declining sales practices inquiry: PIAC

Brief | February 14, 2018

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CRTC abdicating responsibility by declining sales practices inquiry: PIAC

Brief | February 14, 2018

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