OTTAWA — The Public Interest Advocacy Centre (PIAC), ACORN Canada and the National Pensioners Federation (NPF) jointly called Tuesday for more Covid-19 relief for low-income consumers in the form of unlimited Internet access for at least the next six months and low-income Internet and wireless plans to help all Canadians stay connected while isolating at home during the coronavirus pandemic and possibly beyond.
The consumer groups addressed their demands to not only the federal government and the CRTC but also Canada’s Internet and wireless service providers.
“The Canadian government has told Canadians to stay at home which we are doing,” said John Lawford, executive director and general counsel of PIAC, in the news release. “But this means that Canadians must have affordable Internet and wireless service to survive and stay informed. We demand that the government, the CRTC and ISPs and WSPs do more for all Canadians.”
As Cartt.ca has reported, many ISPs and WSPs have introduced measures to help customers during the Covid-19 crisis, such as the waiving of data caps and overage charges. However, the consumer groups’ note in their news release that most ISPs and some WSPs are offering time-limited and service-specific measures, and there are inconsistencies between companies’ offerings.
Marva Burnett, national president of ACORN, noted the extreme vulnerability of low-income Canadians. “More than anyone, low-income Canadians’ lives will be endangered if they cannot remain connected to the Internet, whether for lifesaving health information, application for government assistance, for news or for their children’s education,” Burnett said.
Speaking on behalf of seniors, NPF president Trish McAuliffe said: “Asking seniors to self-isolate and give up their support system makes them extremely dependent on cellphones and the Internet.”
Regarding piecemeal programs being offered currently by ISPs and WSPs, McAuliffe noted: “Some seniors need more time to adjust to their instant shift to life online and on a mobile phone. We must assure them that using this lifeline will not cause them financial hardship, that there are no hidden costs.”
The office of the Minister of Innovation, Science and Industry responded quickly to the PIAC/ACORN/NPF call, by praising the work done so far by Canadian ISPs and WSPs, and noting the government will continue to push to keep Canadians connected.
“Now more than ever, connectivity isn’t a luxury. It’s essential. Minister Bains and his team engage regularly with Canada’s telecommunications and internet service providers to ensure that they can continue to provide the essential services upon which we all rely to stay connected and informed,” said spokesperson Véronique Simard, in an email to Cartt.ca.
“They acted quickly to ensure the continuation of these critical services in the face of the COVID-19 outbreak and we recognize their important work to support the work-from-home economy. Our government will continue to work to make sure Canadians can stay connected to their families and workplaces during this difficult time.”
PIAC, ACORN and NPF are asking that their consumer Internet and wireless demands (outlined below) are met, commencing April 1, 2020 and for the next six months thereafter, or upon revocation of provincial or federal states of emergency, whichever period is longer, related to the Covid-19 pandemic.
The organizations want:
Retail Internet Access Services
For all customers:
- Unlimited data (no data cap) at no extra cost;
- Prohibition of any overage charges for data use;
- Prohibition of price increases;
- Prohibition of disconnection for non-payment, arrears or any other reasons without the explicit, individual, prior consent of the CRTC;
For all low-income Canadians and fixed-income seniors:
- Offering to all low-income Canadians and fixed-income seniors free retail Internet access services in accordance with the technical requirements of the federal “Connecting Families” program, but without regard to the household eligibility requirements thereof, upon an individual’s application to the program, and during the pandemic and recovery period and for six months thereafter.
Wireless Mobile Services
For all customers:
- Doubling of all data caps at no extra cost;
- Prohibition of any overage charges for data use;
- Prohibition of any price increases;
- Prohibition of disconnection for non-payment, arrears or any other reasons without the explicit, individual, prior consent of the CRTC;
For low-income customers and fixed-income seniors:
- All WSPs are required to offer to all low-income customers and fixed-income seniors the following mobile wireless services plan:
- $30/month post-paid plan;
- Included: Phone number and voice calling (unlimited Canada-wide); texting (unlimited Canada-wide); Internet data (10 GB/month) at LTE (4G) speed.
- No data overage charges; data may be throttled to speeds allowing minimum functions such as browsing, email and instant messaging after 10 GB data limit.
- Term: 1 year. Cannot be combined with other offers (no bundling).
- Device: Customer to bring own access device (BYOD) and no credit check, or, if customer is sold a new device by a WSP, the monthly cost of device is added to the $30 plan and credit check is allowed, as per the CRTC Wireless Code.
- No changes to plan or additional add-ons or price increases (including no charges for customer service calls or charges for paper bills) during term of plan — which is 1 year.
“Internet and cellphone access is, in the shadow of the virus, now literally a matter of life and death. Our government and the CRTC cannot leave the industry to decide what is done,” added PIAC’s Lawford, in the news release. “Canadians need to be connected to each other without any financial or other worries.”
Upon seeing this release, the carriers themselves were quick to point out the myriad ways they have already acted to help their customers.
“Bell is a major partner of the federal government’s Connecting Families initiative that provides eligible families with high-speed Internet access for $10 per month. As part of our response to the COVID-19 situation, we’re waiving any additional usage fees for all residential Internet customers not already on unlimited plans, including all customers in the Connecting Families program,” said Bell spokesperson Marc Choma.
“We’re also working to support organizations providing mental health services on the front lines of this crisis and for young people and families. Bell Let’s Talk is donating $5 million to organizations including the Canadian Red Cross, Canadian Mental Health Association, Kids Help Phone and Strongest Families Institute to help strengthen their efforts to support Canadians facing isolation, anxiety and other challenges during this crisis.”
Bell has also waived roaming fees for Canadian travellers while consumer and small business customers using Turbo Hubs, Turbo Sticks and MiFi devices in rural and remote locations, are receiving an extra usage and billing credits and Bell Media is partnering with the Canadian Medical Association on a TV, radio and digital public service campaign directing Canadians to reliable information on COVID-19.
Telus has also acted to waive home Internet overage charges and on March 11, it implemented a policy to freeze all prices indefinitely, “including all limited promotional prices, and to immediately cancel all previously planned price increases or plan changes,” said spokesperson Kalene DeBaeremaeker. The company also acted to extend its $9.95 Internet for Good plan (also part of the Connecting Families initiative) to all students in B.C. and Alberta.
“Telus is supporting our customers facing financial challenges as a result of the pandemic by offering flexible payment options. We don’t want anyone to worry about not being able to pay their bill on time, and none of our customers will lose services if they are unable to pay.”
Plus, the Telus Friendly Future Foundation has announced a $10 million part of which will support community response, including outreach to isolated seniors.
Rogers has also acted to waive home internet overage charges for the few who are still on data limited plans, was the first to offer $9.95/month internet to low-income Canadians (now part of the Connecting Families initiative), has waived long distance voice calling fees across Canada from now until April 30 as well as roaming fees for those Canadians abroad and is ensuring services will not be suspended or disconnected for any customers experiencing financial difficulties over the next 90 days. The company said it will support customers facing financial uncertainty because of COVID-19 with more flexible payment options.
It has also acted to help Canadian Food Banks, Big Brothers and Big Sisters and women’s shelters, among other initiatives.
That’s just the Big Three. Please click here for the Cartt.ca page which has collected links to what these and many other Canadian companies have done so far during the Covid-19 crisis.
There’s no doubting the PIAC/ACORN/NPF call that low-income Canadians will need more, and likely sustained, help as we continue to adjust to the changes thrust upon us all by Covid-19. However, given how well the Canadian carriers have so far responded, we do not doubt more aid will surely come from them as this crisis continues.
