CRTC calls for complaints about sales practices

Canada’s telecom regulator is inviting consumers to air their grievances about misleading or aggressive sales tactics employed by the country’s dozen largest carriers.

The public inquiry comes after the Canadian Radiotelevision and Telecommunications Commission earlier this spring declined an advocacy group’s request that it investigate allegedly unfair sales tactics.

But the Governor in Council demanded the CRTC conduct an inquiry in the name of consumer protection and affordability following a series of media reports concerning sales associates who said they felt pressured to sell services that consumers didn’t want or need.

As such, the CRTC is inviting consumers to share their personal experiences online or by mail by Aug. 30. It particularly encouraged current and former telecom employees to do so — confidentially, if desired.

It will also hold a public hearing on the matter on Oct. 22.

“To provide a meaningful report to the government, it is important that we hear from Canadians across the country,” CRTC chairman Ian Scott said in a statement that also requested input from vulnerable groups such as seniors, people with disabilities and those whose first language is neither English nor French.

The regulator also called on the companies to answer questions about their sales practices.

BCE Inc., Bragg Communications Inc. (operating as Eastlink), Cogeco Connexion Inc., Northwestel Inc., Rogers Communications Inc., Saskatchewan Telecommunications Holding Corp., Shaw Communications Inc., TBayTel, TekSavvy Solutions Inc., Telus Corp., Videotron Ltd. and Xplornet Communications Inc. are required to respond by Aug. 23.

Consumers can visit crtc. gc.ca to participate in the process.