OTTAWA – Mississauga-based telecom service provider Axsit is in breach of its obligations to customers and Commissioner of Complaints for Telecommunications Services (CCTS), says the CCTS.
Axsit, which offers VoIP phone service to residential and home office customers, joined CCTS in April 2013 as is required by the CRTC in order for it to participate in the complaint-resolution processes established by CCTS.
CCTS said that it received a complaint from an Axsit customer in January 2016 alleging that the company had billed the customer for long distance charges for calls which had actually been made fraudulently by a third party. Following an investigation, CCTS issued a recommendation in May calling upon Axsit to refund the disputed amounts to the customer. Axsit didn’t respond to the recommendation, meaning, under the CCTS Procedural Code, that it was deemed to have accepted it. Axsit is therefore required to honour the recommendation, but has yet to do so despite repeated reminders from CCTS of its regulatory obligations.
“CCTS will continue its efforts to have Axsit compensate this customer”, reads a CCTS statement issued Tuesday. “CCTS is also publicizing this information in order to fully inform present and prospective customers of Axsit’s default in its responsibilities to its own customers and its failure to comply with its regulatory obligations.”
