OTTAWA–GATINEAU, Jan. 7, 2016 /CNW/ – The Canadian Radio-television and Telecommunications Commission (CRTC) today unveiled a Code that will help Canadians make more informed choices about their television service providers and resolve disputes in a fair and effective manner.
During the Let’s Talk TV proceedings, many Canadians said that cable and satellite companies do not always provide adequate information about service packages and pricing. As a result, in March 2015, the CRTC published a draft Code that addressed the issues raised during Let’s Talk TV. The Code was designed to ensure consumers have access to as much information as possible regarding television service providers so they can make informed decisions.
The Code will result in a number of improvements for Canadians. Among them, television service providers will have to:
In addition, television service providers will have to offer Canadians with disabilities a 30-day trial period, which will enable them to decide whether the service meets their needs. Canadians with disabilities will also be able to request a copy of their agreements in an alternative format, which will have to be provided at no charge upon request.
During consultations, some television service providers resisted these new obligations and wanted adherence to the Code to be voluntary. To ensure that Canadians benefit from its protections, the CRTC has decided that the Code will become mandatory on September 1, 2017. This implementation time frame will give companies enough time to change their computer systems and processes. Once it is fully implemented, 95% of Canadians who subscribe to a television service provider will benefit from the Code.
There is, however, nothing preventing television service providers from adopting the Code before it comes into force. They are strongly encouraged to make the necessary adjustments to their respective processes so that Canadians may benefit from the Code as soon as possible.
The CRTC considered a number of ways to implement the Code and felt that an implementation by way of condition of license to be the best method. Television Service Providers will therefore be required to comply with the Code by way of condition of license. This condition of license will be imposed by their next licence renewal.
Quick Facts
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“The new Code of conduct will empower Canadian TV viewers as they navigate a dynamic marketplace. It will ensure that they receive information that is easy to understand and that they are notified of changes to their services. The Code will also will improve customer service and how complaints are handled in the future.
Canadians expect that their television service providers will implement the Code as soon as possible. Providers are strongly encouraged to take the necessary actions now, so that Canadians have the information to choose the provider that best meets their needs. Doing so may also prove to be a competitive advantage in the marketplace.”
Jean-Pierre Blais, Chairman of the CRTC
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