“Once my service provider found out I escalated the problem with the CCTS, they promptly resolved the issue.”
|wdt_ID||Code section||# of confirmed breaches||% of total confirmed breaches||YoY change|
|2||A.1. Plain language||3||1.9%||-40.0%|
|4||A.3. Unlimited services||1||0.6%||–|
|5||B. Contracts and related documents||52||32.9%||85.7%|
|6||B.1.(i-ii) Permanent copy of the contract and related documents||23||14.6%||109.1%|
|7||B.1.(iii) a-e Key contract terms and conditions||25||15.8%||66.7%|
|8||B.1.(iii) f-m Other aspects of the contract||3||1.9%||100.0%|
|9||B.2. Prepaid service contracts||1||0.6%||-50.0%|
|10||C. Critical Information Summary||14||8.9%||1300.0%|
The most frequently breached requirement (almost 33% of all Wireless Code confirmed breaches) dealt with customer contracts. There were 52 breaches of this type, up from 28 last year. Most often there was the failure to include in the contract all of the information required by the Code and the failure to provide a permanent copy of the contract to the customer.
In terms of improvement over last year, complaints alleging breaches of the roaming notification and the data roaming and overage provisions (Section E, Bill management) accounted for only 15% of all Wireless Code confirmed breaches – 24 breaches, down from 41 last year.
|wdt_ID||Service provider||# of confirmed breaches||% of all confirmed breaches||YoY change||Section A. Clarity||Section B. Contracts and related documents||Section C. Critical Information Summary||Section D. Changes to contracts and related documents||Section E. Bill management||Section F. Mobile device issues||Section G. Contract cancellation and extension||Section H. Security deposits||Section I. Disconnection|
NOTE: 19 of the 158 confirmed breaches relate to the pre-December 1, 2017 version of The Wireless Code, and therefore, the section numbers would be different than the ones presented in table 6.1. For more information, see the detailed breakdown of the CRTC Code of Conduct Breaches.
Bell Canada had the highest percentage of all Wireless Code breaches (29%) with 46 breaches, double the number last year. TELUS had almost 20% of confirmed Wireless Code breaches with 31 breaches, up from 10 last year.
Rogers also accounted for almost 20% of all confirmed Wireless Code breaches with 31 breaches, down from 44 breaches last year.
|Code section||# of confirmed breaches||% of total confirmed breaches|
|VII. Agreements and related documents||1||33%|
|XI. Notice for changes to programming options||2||67%|
|wdt_ID||Service provider||Number of confirmed breaches||% of all confirmed breaches||YoY change||Section VII. Agreements and related documents||Section XI. Changes to programming options|
Given that the TVSP Code has fewer mandatory requirements for service providers than do the Wireless Code and the D&D Code, we were required to investigate very few alleged breaches. Three breaches were confirmed.