OTTAWA – Consumer complaints received by the CRTC regarding bandwidth throttling by their Internet service providers (ISPs) for the last quarter dropped dramatically compared to the first quarter of this year.
The Commission reports it received a total of 13 complaints regarding Internet Traffic Management Practices (ITMPs) from July 1 to September 30, 2012. This compares to a total of 39 complaints that were filed from January 1 to March 31, 2012.
After a steady stream of complaints from consumers over bandwidth throttling, the CRTC issued guidelines in September 2011 on how it will respond to Canadian consumer’s complaints regarding bandwidth throttling by their Internet service providers (ISPs).
Throttling practices by ISPs generally target peer-to-peer (P2P) file sharing by reducing data speeds of the heaviest users during peak traffic periods.
Under the new rules, the CRTC requires the consumer first to contact their ISP to resolve any complaint. Failing that, consumers can then contact the CRTC and detail what part of the Telecom Regulatory Policy the ISP has violated.
The complaints are grouped into three categories:
ITMP disclosure complaints are those related to whether the Internet service provider (ISP) has disclosed information, on its website or in customer materials, about any ITMPs it uses. (Two recorded this quarter)
ITMP usage complaints are those related to the effect of ITMPs on customers. (11 recorded this quarter)
Non-ITMP complaints are complaints that are determined not to be related to an ISP’s use of an ITMP. Complaints about Internet-related issues other than ITMPs (for example, speed of Internet service or billing issues) are forwarded to the Commissioner for Complaints for Telecommunications Services (CCTS). (None recorded this quarter)
The Commissioner for Complaints for Telecommunications Services (CCTS) is an independent organization that works with consumers and their telecommunications service provider (TSP) to resolve complaints relating to telecommunications services.
