Members are urged to participate with NPF and PIAC in representing consumers and the public in this Telecom Sales Practices inquiry and Report the CRTC is doing.

We believe NPF members may have many of these stories about Telco sales to tell and may well wish to submit them to CRTC or contact PIAC directly.

Here is the link to the CRTC Notice of Consultation and added below are the key questions for members about sales practices.

https://crtc.gc.ca/eng/archive/2018/2018-246.htm

to write directly to CRTC (via a not too easy to use form) Please note the submission deadline for this stage is 30 August 2018.

https://services.crtc.gc.ca/pub/CommentForm/Default-Defaut.aspx?lang=e&EN=2018-246&ET=N&S=O&PA=A&PT=A&PST=A&FN=

Here are the questions that are key to be answered.

Misleading or aggressive sales practices

  1. The OIC described misleading or aggressive sales practices as including providing consumers with incomplete, unclear or misleading information regarding service terms and conditions or selling them telecommunications services that are unsuitable for them.

       Q1. In your interaction with a service provider, do you think the service provider used plain language that was easy to understand?

      Q2. Have you experienced misleading or aggressive sales practices from a service provider? If so, provide details about that experience, including the service provider and service in question, when and how the sales interaction occurred, the nature of the sales practice used, and what avenues you may have used to address the sales practice.

      Q3. In your opinion, are bundles of services, and any associated discounts, a source of confusion? Why? What telecommunications and/or television services were included or offered to be included in the bundle?

Additional questions for Canadians who may be particularly vulnerable to misleading or aggressive sales practices

  1. The OIC noted that vulnerable Canadians, such as those who are vulnerable due to their age, a disability, or a language barrier, are more likely to be impacted by misleading or aggressive sales practices.

       Q4. As a Canadian with a disability, did you find that the service provider accommodated your needs to ensure that you were able to make an informed decision about the telecommunications and/or television services sold or offered for sale? If so, how? If not, what else do you think could have been done to help you to make an informed decision in respect of the sales interaction?

      Q5. As an older Canadian, did you find that the service provider made an effort to ensure that you were able to make an informed decision about the telecommunications and/or television services sold or offered for sale? If so, how? If not, what else do you think could have been done to help you to make an informed decision in respect of the sales interaction?

      Q6. As a Canadian with a language barrier, did you find that the service provider made an effort to ensure that you were able to make an informed decision about the telecommunications and/or television services sold or offered for sale? If so, how? If not, what else do you think could have been done to help you to make an informed decision in respect of the sales interaction?

Finally, you can contact PIAC directly to share your story John Lawford, Public Interest Advocacy Centre

Tel: 613-562-4002 x25    Fax:  613-562-0007

lawford@piac.ca  |  http://www.piac.ca

Thank you for your attention to this important matter that impacts our most vulnerable citizens.

 

National Pensioners’ Federation

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