CCTS Hearing day four: Blais quizzes Bell about compensation for customer service; and is the CCTS visible enough?

By Perry Hoffman

GATINEAU – The nearly four days of testimony in the mandate review of the Commissioner for Complaints for Telecommunications Services’ (CCTS), could mostly be described as civil, maybe even sedate, but on Friday, CRTC chairman Jean-Pierre Blais sparred with Bell Canada over aspects of the company’s employee compensation formula as it relates to customer service and complaints to the CCTS.Robert Malcolmson, Bell’s senior VP of regulatory affairs, explained that meeting objectives from six strategic imperatives helps determine executive and employee compensation and that customer satisfaction is one of them. Blais wondered to what degree that element plays in employee pay.“Tell...