OTTAWA – Alberta-based telecom service provider VOIS is in breach of its obligations to customers and to the Commissioner of Complaints for Telecommunications Services (CCTS).
The CCTS said this week that it issued a recommendation in May 2014 after investigating a customer complaint about VOIS, requiring that company to credit the customer $640 for early termination and late payment fees deemed illegitimate. VOIS didn’t respond to the recommendation, meaning, under the CCTS procedural code, it was deemed to have accepted it. Both the customer and CCTS believed that it had done so, but in June 2015, the customer contacted CCTS to report that a collection agency is trying to recover these very fees on behalf of VOIS.
Under CCTS’s rules, VOIS is required to honour the recommendation but by refusing to do so, it is in breach of its regulatory obligations.
CCTS added that it recently received another complaint from a different VOIS customer. VOIS has refused to respond to CCTS regarding this complaint and has failed to provide CCTS with the documents requested for its investigation. This is in violation of the rules that support its mandate, which is part of the industry’s regulatory framework.
The CCTS added that it is continuing its investigation nonetheless.
