OTTAWA – The Commissioner for Complaints for Telecommunications Services (CCTS) has issued an annotation of the Wireless Code of Conduct in an effort to help both consumers and wireless providers better understand the way it is administered.
CCTS said that the annotated guide is a compilation of the various determinations and interpretations that it has made in the thousands of complaints it has investigated since the Code came into effect in December 2013. The annotation follows the format of the Wireless Code, with a section-by-section discussion, and complaint summaries intended to illustrate the discussion.
“When we apply the Code to resolve a customer complaint, only the customer and the service provider learn how we have addressed the Code issue. We have created this annotation in order to provide enhanced transparency, and to ensure that all wireless providers and their customers can become aware of our approach,” said CCTS commissioner Howard Maker, in the news release. “We hope that by making it possible for the parties to determine in advance how we would resolve the issue in their dispute, it will be possible for such issues to be resolved more quickly, without requiring CCTS’ intervention.”
CCTS added that it expects that this annotation will also assist the CRTC with its review of the contents of the Wireless Code, which it will undertake some time during its 2016-17 fiscal year.
The annotation, which will be updated periodically, is available here.
