OTTAWA – The CRTC wants the country’s wireless service providers (WSP) to ‘fess up by the end of this month whether or not they are making customers pay for service calls.
In a letter addressed to all WSPs dated April 2nd, the Commission said that it is aware of incidents where some carriers have been charging for certain client service calls, a practice that may run afoul of the Wireless Code.
For the purposes of this request, the Regulator is defining a customer service interaction fee to include any charges to customers when they contact their service provider to discuss or ask questions regarding their account, including in store, over the phone, at a client’s home, online, interactions with automated systems and self-service platforms.
WSPs have until April 30 to answer a number of questions about the practice on behalf of all their brands.
