OTTAWA – The CRTC today told Alberta-based VOIS Inc. it must show cause why it should not be found in violation of its requirement to participate in the Commissioner for Complaints for Telecommunications Services (CCTS).
The Regulator also said it is considering an administrative monetary penalty (an AMP, or a fine) for VOIS’ actions. According to its web site, independent network operator VOIS provides TV, Internet and phone to subscribers in Toronto, Montreal, Quebec City, Winnipeg, Regina, Red Deer, Edmonton, Calgary, Fort McMurray, Abbotsford, and Vancouver.
On August 5, 2016, CCTS terminated VOIS’ participation in the customer complaint handling organization. CCTS did so because VOIS had failed to implement six separate CCTS binding decisions which required VOIS to compensate customers who made complaints about it.
It is a regulatory requirement for service providers to participate in CCTS, so CCTS referred the matter to the CRTC for further action. “At the moment, customers of VOIS are without the protection of CCTS’ independent and impartial complaint investigation process,” said Commissioner Howard Maker in a press release.
“In addition, there are six past customers of VOIS who have yet to receive the remedies that VOIS is required by our rules to provide. We are pleased to see the CRTC taking action to address these concerns.”
VOIS has been given 30 days to respond to the CRTC proceeding, with other parties allowed to intervene, followed by a 10 day reply period. If a violation is found, VOIS is to show cause as to why an fine should not be imposed against it and why the Commission should not impose a mandatory order requiring VOIS to restore its participation in the CCTS.
“We are hopeful that outcome will be a positive one. Our objective has always been for VOIS to compensate these six deserving customers, and return to full CCTS participation,” said Maker.
Click here for the CRTC notice.
