Rogers intros wireless data controls ahead of Wireless Code review

TORONTO — Rogers Communications Inc. CEO Guy Laurence said Thursday the company will eliminate an “irritant” among its customers by giving them the ability to manage their wireless data, but said such services shouldn’t be mandated by the Wireless Code. The service, announced at a lunch with media at Rogers' headquarters at One Mount Pleasant in Toronto, would allow customers to individually manage users in their data bucket on Share Everything plans. The bill payer would be able to increase, decrease or turn off data instantaneously from the Rogers app or webpage for each user on their shared plan and be warned if they are near or close to their data cap. “We get one-and-a-half million customers every year calling us about how much Internet they are using,” Laurence told reporters. “Like 'how could I have gone through that much, how much did I last month, why has it gone up this month? So it's a deep area of concern for customers.” “So what we've actually decided to do, instead of customers calling us and asking what's going on, instead of us being in control, we're going to pass control of who has data in the family and how much data they have in the family back the customer.” Laurence added that this is the fifth move to eliminate what the company is calling irritants to its customer base, following the introduction of its Roam like Home service, a new bill layout, unlimited data on some speeds and self-servicing on social media, the use of which has reached over 250,000 customers, according to Laurence. The move comes about four months before the CRTC holds a hearing on the Wireless Code, which was implemented in December 2013. “It is well-timed because of the Wireless Code procedure coming up,” John Lawford, executive director and general counsel of the Public Interest Advocacy Centre (PIAC), said in an interview. When asked about whether he thinks the regulator should codify consumer control of data management in the Wireless Code, Laurence said no. “I don't think the regulator should ever need to get involved in this, period,” he said. “I think there should never be a need for a wireless code of conduct...we should make it redundant because we improve our relationship with our customers so much that that's the way it should work.” Though Lawford said the move is helpful in that it allows flexibility and control, it still requires some work on the consumer's end. “We always like automatic rules where the account holder's notified because then they don't have to do anything,” Lawford said, talking about data cap warning notifications. He added that “if showing that they're able to do this, then why not lock it in with a requirement that the account holder has to have absolute control.” PIAC, along with other consumer groups, said in an intervention ahead of the Wireless Code hearing that the rise in family or share plans “is indicative of the growing importance of data, and plays on consumer fears about data overages.” Howard Maker, commissioner of the Commission for Complaints for Telecommunications Services (CCTS), said in a phone interview that “at the end of the day, in my view, the more tools that service providers provide to their customers, the better.” Maker also said although companies generally notify their customers if they exceed their data allotment, it is not a requirement of the code. At a conference hosted by CIBC last month, Doug French, Telus' executive vice-president and chief financial officer, said that his company had implemented a notification system last year that lets users know if they are close to their data allowance. He said that his company has seen more “top-ups” as a result, where the customer would add data as they get closer to their cap. “It's interesting to see moves along the way and that gives some time to and to adapt,” Lawford said. Bell and Telus did not respond to requests for comment. PIAC also said in its submission that consumers should be able to “roll over” unused data into the next month. Laurence disagreed, saying he prefers to give consumers the right amount of data that suits their needs. — With reporting by Ahmad Hathout at ahathout@thewirereport.ca and editing by Anja Karadeglija at akarad@thewirereport.ca

Rogers intros wireless data controls ahead of Wireless Code review

News | October 6, 2016

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Rogers intros wireless data controls ahead of Wireless Code review

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