OTTAWA – Delinquent telecom service provider VOIS Inc. has failed to rejoin the Commissioner for Complaints for Telecommunications Services (CCTS), contrary to a mandatory order from the CRTC last month requiring it to do so.
Participation in CCTS is a regulatory requirement imposed on telecommunications service providers by the CRTC. CCTS terminated VOIS’ participation in August 2016 for failing to co-operate with its complaint resolution process, including ignoring binding recommendations regarding six separate customer complaints.
After a public proceeding on April 27, the CRTC ordered VOIS to re-join CCTS by May 29, subject to any specific requirements imposed by CCTS. CCTS said that it notified the Calgary-based TSP that it would have to implement CCTS’ binding recommendations in the six separate customer complaints that VOIS had ignored, in order to rejoin. CCTS said Tuesday that it has not received a response from VOIS, and has notified the CRTC.
“The result of VOIS continuing to ignore CCTS is that VOIS’ customers do not have the benefit of the protection offered by the right to complain to CCTS, the independent complaint-handling organization,” said CCTS Commissioner Howard Maker, in a statement. “Customers of other service providers know that they have recourse to CCTS, which will ensure that they are treated fairly by their service providers. Customers of VOIS are being denied this benefit. We have notified the CRTC of VOIS’ failure to rejoin CCTS, and look forward to the CRTC’s next steps in this matter.”
