CRTC seeks more info on how companies comply with Internet Code for people with disabilities

The CRTC is seeking further information from internet service providers as it tries to determine if they are in compliance with the Internet Code, specifically when it comes to procedures for people with disabilities. In July 2020 the commission requested that the companies submit a report by Oct. 1, 2020 answering a series of questions to determine if they are compliant with the code. The code was published in July 2019 and came into effect at the end of January 2020 to create better and clearer sales practices in the internet retail market. In separate letters addressed to Bragg Communications Inc.‘s Eastlink, Xplornet Communications Inc., Saskatchewan Telecommunications Holding Corp., and Shaw Communications Inc. the CRTC noted that it asked for the reports to include an overview of the actions the companies have taken since the code was published, to ensure employees were knowledgeable about ISPs’ and customers’ rights and responsibilities and “able to describe the Code’s provisions that are especially relevant for Canadians with disabilities.” According to the commission, Eastlink, Xplornet, Shaw and SaskTel did not properly outline its actions specific to Canadians with disabilities in its report. Under the CRTC’s Internet Code, there are several actions a company must take for its customers with a disability. Accessible formats of communication must be available which are defined in the code as “an alternative to standard print”, which include but are not limited to Braille, sign language videos, plain text, and large font. A person who self-identifies as having a disability must also be offered an extended trial period, lasting a minimum of 30 days, “to enable the customer to determine whether the service meets their needs,” according to the code. The CRTC asked Cogeco Inc. about the latter requirement in its letter from the commission, which asked the telecom company to address whether its training material “is directing your customer service representatives to not inform consumers about a protection they should have under the Internet Code prior to them specifically inquiring about it.” In its letter the CRTC noted that Cogeco’s compliance report, filed in confidence, “appeared to indicate” that its representatives were directed to only offer the extended services "upon inquiry.” For all customers, the Critical Information Summary -- a summary of the most important elements of the contract for the customer -- must be “clear and concise (does not exceed two pages), uses plain language, and is in an easily readable font,” according to the CRTC. However, BCE Inc., Eastlink and Cogeco all told the commission in their respective reports that the summaries exceed the allowable pages, and as a result the CRTC has requested further information on how their summaries are compliant with the code. The summaries, according to the code, do "not replace or fulfill any requirements to provide the same or similar information within the actual written contract.” As a result, the CRTC has asked Cogeco why its sample contract was missing key contract terms and conditions such as how a customer can make a complaint about Internet services, including contact information for the CCTS. The CRTC did note that information appears in Cogeco’s critical summary but reminded the company that it is still not in compliance with the code and asked it to address how it will rectify that situation. The companies have until the end of the month to file its responses to the CRTC’s follow-up questions. The code is only restricted to 10 large ISPs, after the CRTC rejected a request to expand its reach. The other four companies, which did not receive letters for clarification on their compliance reports are Quebecor Inc., Rogers Communications Inc., and Telus Corp. and TBayTel Inc. — Reporting by Jenna Cocullo at jcocullo@thewirereport.ca and editing by Michael Lee-Murphy at mleemurphy@thewirereport.ca

CRTC seeks more info on how companies comply with Internet Code for people with disabilities

News | July 22, 2021

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CRTC seeks more info on how companies comply with Internet Code for people with disabilities

News | July 22, 2021

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