The CRTC has told Bell subsidiary Maskatel it needs more information before it considers the Quebec telecom service provider’s recent request for an extension of the CRTC-mandated April 2027 deadline to implement a self-service mechanism for customers to make changes to their plans.
Maskatel said in an August Part 1 application the required self-service mechanism can’t be implemented within its legacy systems, which lack modern application programming interfaces and the online capabilities needed to host web-based self-service platforms, it said. Maskatel is asking for more time — up until the end of 2027 — to implement a self-service mechanism, while it works to modernize its customer systems.
In a letter dated Oct. 9, the CRTC asks Bell: “Would it be reasonable for Maskatel to establish a process, effective 26 April 2027, that allows customers to modify or cancel their plans by email and receive written confirmation until such time as Maskatel’s updated platform supports this self-service mechanism? If not, please explain why.”
The CRTC wants an answer from Bell by Oct. 30. Following the submission of Bell’s response, intervening parties will have until Nov. 13 to respond. Bell will have until Nov. 27 to submit a final reply.
