Telecom - Secretary General Letter addressed to Praba Gunam (InnSys Inc.) and Philippe Gauvin (Bell Canada)
Gatineau, 27 February 2026
Reference: 8660-J136-202505818
BY EMAIL
Praba Gunam
President/CEO
InnSys Inc.
200-5005 Steeles Ave E
Scarborough, Ontario M1V 5K1
Praba@innsys.ca
Philippe Gauvin
Assistant General Counsel
Bell Canada
160 Elgin St., Floor 19
Ottawa, Ontario K2P 2C4
Bell.regulatory@bell.ca
Subject: Part 1 application filed by InnSys Inc. regarding challenges faced by small ISPs in Canada
Dear Praba Gunam and Philippe Gauvin,
We are writing to inform you of the Commission’s decision regarding InnSys Inc.’s (InnSys) 6 November 2025 Part 1 application concerning end-user technical issue challenges it has faced as a small Internet Service Provider (ISP) when working with Bell Canada (Bell). Specifically, InnSys requested that the Commission:
- Investigate Bell’s handling of wholesale partner escalations and technician behaviour;
- Implement strict service-level obligations for wholesale response, dispatch timelines and ticket resolution;
- Establish accountability and penalty mechanisms;
- Ensure fair competition by preventing large incumbents from using poor support as a means to capture third-party ISP customers; and
- Protect consumer rights by enforcing transparency and fair treatment of customers served through smaller ISPs.
Additionally, in its application, InnSys provided details on two specific incidents that occurred with end-users of its Internet service, for which InnSys relies on Bell’s wholesale infrastructure and technical support. In both cases, InnSys alleges insufficient technical support on the part of Bell.
The Commission finds the claims submitted by InnSys to be concerning and considers that the alleged circumstances are worth investigating further. However, given the nature of the claims, the Commission considers that the application would be more effectively and efficiently handled as a complaint under Part 2 of the Rules of Practice and Procedure. The complaint process would allow Bell to file a response to InnSys’s complaint and, if necessary, for parties to enter a dispute resolution process, including CRTC assisted mediation.
The Commission will therefore consider the Part 1 application by InnSys as a complaint under Part 2 of the Rules of Practice and Procedure and will now refer to it as such in this letter. The Commission will also provide Bell with a copy of the complaint submitted by InnSys and allow 20 days from the receipt of the complaint for Bell to file a response with the Commission.
Accordingly, the Commission:
- Considers the Part 1 application as a complaint under Part 2 of the Rules of Practice and Procedure; and
- Requests Bell to file a response to InnSys’s complaint with the Commission within 20 calendar days of receipt of this letter, with the complainant (InnSys) in copy.
Commission staff will then assess all information received and consider whether further measures are necessary.
If you have any questions, please do not hesitate to contact Chris Noonan, Director, Telecommunications, at Chris.Noonan@crtc.gc.ca or 873-354-0359.
Sincerely,
Original signed by
Marc Morin
Secretary General and Executive Vice-President
c.c.:
Chris Noonan, Director, Competitor Services & Costing Implementation, Telecommunications, CRTC, Chris.Noonan@crtc.gc.ca
Suneil Kanjeekal, Director, Dispute Resolution and Regulatory Implementation, Telecommunications, CRTC, Suneil.Kanjeekal@crtc.gc.ca
Josée Line Gendron, Manager, Competitor Services & Costing Implementation, Telecommunications, CRTC, JoseeLine.Gendron@crtc.gc.ca
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