OTTAWA-GATINEAU – Canadian television subscribers will soon receive clear notice on the channels they pay for and be better informed of service package and pricing changes under the CRTC’s new Television Service Provider Code released Thursday.
The new mandatory code, which will come in to effect September 1, 2017, will help Canadians make more informed choices about their television service providers plus resolve disputes in a fair and effective manner, the Commission said.
It will apply to all companies that provide subscription television services to more than 20,000 subscribers, including cable, satellite and IPTV providers, and will be implemented by conditions of license that will be imposed by their next licence renewal. Once it is fully implemented, 95% of Canadians who subscribe to a television service provider will benefit from the Code.
Designed to address consumer concerns raised during the Commission’s Let’s Talk TV proceedings, the new Code will require television service providers (TVSPs) to:
– provide consumers with the information they need in a format that is easy to understand, including the list of channels or bundles they subscribe to;
– clearly set out the duration of promotional offers, the regular price once any discounts end, and any obligations placed on a consumer if they accept the offer, such as a minimum commitment period;
– provide customers with a timeframe and information on any potential charges regarding service calls for installations and repairs;
– ensure that prices set out in written agreements are clear and state whether they include taxes or other charges, and
– give 30 days’ notice to consumers in the event of a change in price of channels, bundles of channels or rental equipment.
In addition, TVSPs will have to offer Canadians with disabilities a 30-day trial period, which will enable them to decide whether the service meets their needs. Canadians with disabilities will also be able to request a copy of their agreements in an alternative format, which will have to be provided at no charge upon request.
The Commission said that the 18-month time frame will give TVSPs enough time to change their computer systems and processes, but encouraged them to adopt the Code before it comes into force.
“Canadians expect that their television service providers will implement the Code as soon as possible”, said CRTC chairman Jean-Pierre Blais, in a statement. “Providers are strongly encouraged to take the necessary actions now, so that Canadians have the information to choose the provider that best meets their needs. Doing so may also prove to be a competitive advantage in the marketplace.”
The Commissioner for Complaints for Telecommunications Services (CCTS) will administer the Code once it is in effect and help Canadians resolve disputes with their TV service providers.
