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Canada’s television and telecommunications court watchdog says many telecommunications providers fail to comply with court case segment regulations on their websites and is concerned about some repeat infringers.
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The Complaints Commission for Telecommunications and Television Services (CCTS) released its annual compliance report on Thursday. The report found that just over a portion of the 51 communications providers audited had a court case segment seamlessly available on their website.
Only 35% of suppliers were fully compliant with the requirements to inform their clients about the CCTS in their respective official languages.
However, the watchdog called this result “positive” as it is an increase from just 14% of other people who were fully compliant in 2019, and from a previous average of around 20%.
The report measures the sector’s functionality in following the watchdog’s complaint handling procedure and informing consumers about its services. It also indicates that service providers are meeting their obligations to pay CCTS fees and monetary information percentages with the commission.
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“The good news is that every year we conduct those audits, most suppliers collaborate with us to resolve their compliance issues,” Janet Lo, CCTS deputy commissioner for legal, regulatory and stakeholder affairs, said in an interview.
“We would like to see that and we would like to see that number continue to increase, but it is an improvement over the old rates. “
The report found that 29% of the companies audited were not compliant at all and contained CCTS data on their websites.
The commission asks for search purposes to direct visitors to data about the CCTS dispute resolution procedure when searching for applicable keywords. He said this data is “easy to find,” which the commission defines as being within two clicks on a website’s homepage.
Despite annual reminders of those rules, the report indicates that Rogers Communications Inc. and Telus have Corp. no met the needs of the search service as in four of the last five years.
“The main challenge for both (providers) is that searching their companies’ websites did not yield the required CCTS information. Another factor is the lack of keywords on their residential Internet sites, whether in French or English,” the report says.
“Overall, this is concerning given that Rogers and Telus have been audited for compliance with the Public Awareness Plan since 2017 and are aware of this requirement. “
In a statement, Telus said it resolved the issue last November, due to updates that intermittently affected the CCTS search function.
“As an organization whose goal is to put our consumers first, we are committed to frequently improving our processes,” said Telus spokeswoman Brandi Merker.
“We have implemented weekly checks to check the hotel’s capacity to not only ensure compliance with CCTS guidelines, but also to provide a smoother experience for visitors in the future. “
Rogers did not respond to a request for comment.
He said that publicly naming corporations that violate regulations is a tool the commission has to meet its obligations in case of recurring compliance issues.
In more serious cases, such as a supplier’s refusal to implement a solution requested through the watchdog following a complaint, Lo claimed that the CCTS would expel the company from his club. This would prompt the Canadian Radio, Television and Telecommunications Commission to get involved. , opening the door to monetary penalties.
“We reserve those moments for very infrequent and egregious moments of non-compliance,” Lo said.
“This is reserved for cases where providers have denied consumers access to the CCTS or, through complaints, denied them the right of recourse or remedy to obtain their full benefits. “
Last month, a commission report found that court cases over telephone, Internet and television had piled up to 43 percent by the middle of the report’s year. He pointed to an “alarming” backlog in visitor court cases, similar to overcharging on bills. , calling the trend “cause for concern. “
Its latest non-compliance report states that it has known of a dozen vendors who “temporarily failed to put into effect the visitor remedies they had agreed to, or that had been ordered through the CCTS after an investigation” in 2023.
The report notes that the CCTS has worked with these providers to ensure that consumers obtain the required remedy.
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