OTTAWA – As part of an agreement reached with the Competition Bureau, Bell Canada will pay a $1.25 million penalty and has also “affirmed its commitment not to direct, encourage or incentivize its employees or contractors to rate, rank or review apps in app stores,” it was announced Wednesday.
In a press release, the Bureau said that in November 2014, certain Bell employees “were encouraged to post positive reviews and ratings of the free MyBell Mobile app and Virgin My Account app on the iTunes App Store and the Google Play Store, without disclosing that they work for Bell,” which is a no-no in the online rating world.
While Bell acted quickly to have the reviews and ratings removed as soon as it became aware of the matter, the Bureau determined “these reviews and ratings created the general impression that they were made by independent and impartial consumers and temporarily affected the overall star rating for the apps.”
The customer apps, (all companies have their own versions) allow Bell customers to manage their existing mobility accounts directly from their mobile devices.
Under the consent agreement registered with the Competition Tribunal, Bell has also agreed to, according to the press release:
- Enhance and maintain its corporate compliance program, with a specific focus on prohibiting the rating, ranking or reviewing of apps in app stores by employees and contractors; and
- Pay an administrative monetary penalty of $1,250,000.
As well, Bell has indicated it will sponsor and host a workshop to promote, discuss and enhance Canadians' trust in the digital economy, including the integrity of online reviews.
"I am pleased that Bell Canada demonstrated leadership to fully resolve the Competition Bureau's concerns in this matter,” said John Pecman, Commissioner of Competition, in the official quote released by the Bureau. “Bell's senior management acted quickly to remove the reviews of the apps that had been posted by its employees and has taken steps to prevent it from happening again. I commend the shared compliance approach taken by Bell to resolve this matter, which will benefit both consumers and the digital marketplace."
“Impartial consumer reviews on digital platforms benefit both consumers and businesses. Unbiased reviews can provide a wealth of product information to help consumers make informed decisions. On the other hand, reviews that are not independent can negatively impact consumers and competition in the marketplace. Consumers who have information about such reviews should contact the Bureau's Information Centre at 1-800-348-5358 or visit the Bureau's website to file a complaint,” concludes the press release.
