Friday August 11, 2017 

 

 

Community News

Overcharged for the Internet?

Here's how to file a complaint

Voice staff/Wikipedia image

 

 

re communities being overcharged for internet from local service companies? Do you think it should be comparable to the cost of a telephone landline? Many people do and want to see the different fee level structures gone and internet access set at $10/month plus taxes.

 

If you're interested in filing a complaint about the Canadian Radio-television and Telecommunications Commission regarding the cost of the internet at home , you can contact the Commissioner for Complaints for Telecommunications Services to voice your concerns using the information below. It's easier than you might think and the only way they'll listen is by flooding their inbox.

 

If everyone in BC were to contact their local politicians, things may change and legislation could be brought in to rollback the costs to make the internet affordable so everyone has access at a base price no more than the cost of an online telephone without having to suffer.

 

Contact local politicians:

 

MP Mark  Strahl through his Vedder Road office at 102-7388 Vedder Road, by phone at his Chilliwack office (604) 847-9711 or Ottawa  613) 992-2940 or via e-mail to mark.strahl@parl.gc.ca

 

Chilliwack MLA John Martin at his local Chilliwack office at 1-45953 Airport Road, by phone at (604) 702-5214 at his Victoria office or via e-mail to  john.martin.mla@leg.bc.ca

 

Chilliwack-Hope MLA Laurie Throness can be contacted at his local Chilliwack office at 10-300 Vedder Road by phone (604) 858-5299 at his Chilliwack office or at the Legislature (250) 952- 7270 or via e-mail to Laurie.Throness.MLA@leg.bc.ca

 

NDP party leader John Horgan by phone at the Legislature call 1-250-387-1715 or via e-mail to premier@gov.bc.ca

 

Please note the Commissioner for Complaints for Telecommunications Services indicate the date the information was sent was August 10 and not July 10 as they indicate below.

 

 

"We have received your complaint dated July 10, 2017. "

 

Commissioner for Complaints for Telecommunications Services see the information below.

 

Thank you for contacting the Commissioner for Complaints for Telecommunications Services (CCTS). The CCTS is an independent agency with a mandate to receive, facilitate the resolution of, and, if necessary, resolve eligible consumer and small business complaints relating to certain retail telecommunications services.



In order for the CCTS to proceed with your complaint, you must provide us with certain key information in order to help facilitate the assessment of your complaint.

Please see the attached initial request for this information, sent to you on July 12, 2017.

Specifically, the CCTS asks that you provide the following information within the next 5 business days:

Your acknowledgement that you consent to be bound by the CCTS' Procedural Code and the CCTS' Privacy Policy.
Your name, address, contact number, and if possible, the account number assigned by the telecommunications service provider to which your complaint relates;


The name of the telecommunications service provider to which your complaint relates;


The specific details of your complaint, such as the services or products in question, the particular dates on which the matters complained of occurred or were brought to your attention, as well as the following:


For billing complaints, the exact charges and billing dates in question.

For contract disputes, the particular aspect of the contract or terms which your telecommunications service provider is not honouring.

For service delivery, the date(s) that your service was disconnected, was supposed to be installed or the date where your service stopped functioning.

Please note that if your complaint is regarding the price increase, the best organization to contact regarding the complaint would be the Competition Bureau. You can reach them at 1800-348-5358.
The steps you have taken to resolve the complaint directly with your telecommunications service provider including your provider's response.


What you regard to be a reasonable resolution to your complaint.
Please note that,


a. further to Section 12.2(b) of our Procedural Code, we are unable to fine or otherwise issue punitive consequences to a participating telecommunications service provider.

b. further to Section 4.3 of our Procedural Code, we are unable to order a participating telecommunications service provider to change its operating practices and policies.

c. further to Section 12.1(c) of our Procedural Code, we are unable to require a participating telecommunications service provider to pay monetary compensation above five thousand dollars ($5,000)

In order for CCTS to proceed with your complaint, we require that you identify the resolution that you believe would reasonably resolve your concern and that this resolution fall within the limits prescribed by our Procedural Code.

Please note that the best way to provide us with this information is by email at response@ccts-cprst.ca or by calling us at 1-888-221-1687. You may also send us this information by fax at 1-877-782-2924 or by mail at:

CCTS
P.O. Box 56067 Minto Place RO
Ottawa, ON
K1R 7Z1

Please be advised that in order for the CCTS to proceed with your complaint, you must provide your acknowledgement to be bound by both the CCTS Procedural Code and the CCTS Privacy Policy.

A copy of the CCTS Procedural Code can be found at: http://www.ccts-cprst.ca/en/documents/procedural-code 

A copy of the CCTS Privacy Policy can be found at: https://www.ccts-cprst.ca/privacy-polic y

Please note that the information you previously provided will form part of your complaint, and will be considered, along with the additional information you provide, when your complaint is processed.

If you have any questions or concerns regarding your complaint, or anything contained in this correspondence, please do not hesitate to contact us.

 

 


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