OTTAWA-GATINEAU – Canadians wishing to switch providers for their television, home telephone, wireless or Internet services will find the process a little easier thanks to a change in CRTC policy on Friday.
Consumers will now be able to switch service providers simply by calling the new provider, who can then make all arrangements to have the services transferred over on behalf of the customer. The Commission said that all customer transfers be completed within two business days, except for wireless service where transfers must be completed within 2.5 hours.
Consumers may also cancel their services by contacting their current service provider directly, which is allowed to make them offers to retain their business. Consumers are still responsible for any termination penalties or other terms associated with their existing contract when switching to a new service provider.
"In a competitive marketplace, consumers are always encouraged to explore different options for their broadcasting and telecommunications services," said CRTC chair Konrad von Finckenstein, in a statement. "The new rules will make the transfer process a seamless and convenient experience, while enabling Canadians to benefit from receiving retention offers from their current providers."
Additionally, the CRTC said that it will review its current safeguards which prevent service providers from sharing confidential customer information with their internal sales and marketing groups during the transfer process. Following Friday’s decision, the Commission called for comments on whether these safeguards are still in the best interests of consumers and whether they limit a consumer’s ability to receive offers from a service provider.
Comments are due by April 18, 2011.
