OTTAWA and GATINEAU – The CRTC announced today some Canadians are now eligible to receive paper bills from their communications service provider upon request, at no charge.
Customers who qualify include those who self-identify as persons with disabilities, those who do not have home Internet access or mobile data services and seniors who are aged 65 or older.
Service providers should include this information on their websites and must update their systems as well as train their customer service representatives on the change, a CRTC press release says. Major providers are to report to the CRTC within 90 days on how they provided their customers with the updated information on paper bills.
“The new rules apply to telecommunications service providers immediately. The CRTC also expects television service providers to follow the same rules as it intends to impose similar provisions at the next opportunity,” the release says.
“However, as many Canadians bundle their services and bundles are typically displayed in a single bill, those from the identified groups who need a paper bill will be able to receive one at no charge.”
This decision comes two years after the CRTC initiated a proceeding on paper billing after denying an application from the Public Interest Advocacy Centre and the National Pensioners Federation, which requested Koodo Mobile and other wireless service providers be required to provide paper bills upon request.
Before today’s decision, communication service providers were already prohibited from charging fees for paper bills but were only required to provide them to customers with disabilities who can request copies of their bills in alternative formats such as Braille or large print.
“There are still many Canadians who have legitimate needs to receive their bills in paper format,” said Ian Scott, chairperson and CEO of the CRTC, in today’s press release.
“This decision strikes a good balance between allowing providers to encourage their customers to switch to digital billing and ensuring Canadians are treated in an inclusive and accommodating manner. We expect all providers subject to these new rules to swiftly make the necessary changes.”
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Updated Feb. 11: PIAC and NPF yesterday “hailed” the CRTC’s decision in a press release. “This is the best result we could get after an unnecessary five year battle with telecom and TV providers in Canada to do the right thing and provide Canadian who said they rely on paper bills to continue to receive them, free,” said John Lawford, executive director and general counsel of PIAC, in the release. “We will continue to argue for consumer rights in telecommunications and broadcasting services for as long as it takes to convince the regulator of the need to vindicate the public interest. We are pleased the CRTC finally put consumers first today.”
