CRTC modifies decision on telecoms consumer agency
The Canadian Radio-television and Telecommunications Commission on Friday altered its decision granting conditional approval to the Commissioner for Complaints for Telecommunications Services Inc., a new consumer agency established by service providers.
After reviewing the applications and related materials submitted by the industry requesting modifications to the CRTC's initial December 2007 decision, the broadcasting and telecommunications regulator decided to maintain the agency's mandatory membership requirements for a period of only three years, the CRTC said in a news release.
Membership in the independent consumer complaints body is currently mandatory for all telecoms service providers whose annual revenues exceed $10 million.
At the end of three years, the CRTC will review the need for that requirement, it said. No extension of the mandatory provision can take place without a new CRTC decision.
In addition, the CRTC clarified the circumstances under which the agency can provide remedies related to customer complaints.
For example, when a consumer is awarded monetary compensation related to a dispute with a service provider, the award will be limited to direct financial loss.
Finally, should the agency receive a collective complaint, the maximum monetary compensation for that complaint will be no more than $5,000, regardless of the number of complainants, the commission said.
The CRTC will grant the agency its final approval once the revised conditions have been met.
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