OTTAWA – Canadian Wireless Telecommunications (CWTA) members have created a new code of conduct to underscore their commitment to high standards of service and support to their customers.
The new code will “safeguard the rights of consumers”, and serve as a resource in the complaint resolution process by Canada’s Commissioner for Complaints for Telecommunications Services (CCTS). Unlike other jurisdictions that have developed wireless carrier conduct guidelines, such as in the U.S. where the code is strictly voluntary, the Canadian code will be backstopped by the third-party and independent CCTS, the announcement detailed.
“This new Code will ensure that customers have the information they need to make informed purchasing decisions,” said CWTA president and CEO Bernard Lord, in the announcement. “It also safeguards their rights as customers and assures that their concerns are addressed.”
In summary, the member carriers of CWTA promise to:
– Provide their customers with complete details on the rates, terms and coverage offered in each of their plans;
– Help ensure that their customers understand the terms of their contracts;
– Communicate with their customers in a way they understand;
– Ensure that their advertising is clear;
– Protect their customers’ rights when they must change contract terms;
– Provide ready access to customer service;
– Safeguard their customers’ personal information;
– Resolve complaints efficiently, fairly and courteously.
Bell, Dryden Mobility, EastLink, Fido, Koodo Mobile, MTS Allstream (currently operating as MTS), Public Mobile, Rogers Communications, SaskTel, Solo, TBayTel, Telus (including Mike), Videotron, Virgin Mobile Canada and Wind Mobile are all signatories to the new code of conduct.
Click here to read the full text of the code.
