Telecom - Staff Letter addressed to David Wilkie (Ztar Mobile Canada inc.)
Gatineau, 9 April 2026
Reference(s): 8622-Z14-202600254
BY EMAIL
David Wilkie
General Counsel,
Ztar Mobile Canada inc.
5646 Stanford, Dallas, 75209
dwilkie@ztarmobile.com
Subject: Application by Ztar Mobile Canada inc. for expedited interim relief in response to porting issues — Request for information
Dear Mr. Wilkie,
On 30 January 2026, the Canadian Radio-television and Telecommunications Commission (Commission) received a Part 1 application for expedited interim relief from Ztar Mobile Canada Inc.’s (Ztar) related to the potential loss of consumer telephone numbers due to delays in wireless number portability and access to Rogers Communications Canada Inc. (Rogers) systems.
Additional information is required regarding the content and timing of Ztar’s communications to its end users regarding network changes, migration of clients to new service providers and porting of mobile numbers.
Pursuant to section 37 of the Telecommunications Act (the Act), the Commission may require any person to submit information that is necessary for the administration of the Act. In order to assist the Commission’s assessment of the issues raised in the above noted application, Ztar is required to provide a response to the following question by 15 April 2026.
As a result of the agreement for wholesale MVNO services between Rogers and Ztar ending, it is Commission staff’s understanding that Ztar customers had to take effective action to transition either to Ztar’s services provided by a new wholesale provider or to a different provider of their choosing, or risk losing their wireless service. Staff therefore seeks to confirm that Ztar’s customers were appropriately informed of the upcoming changes to their services and the steps they needed to take to ensure continued service.
- In its reply dated 2 March 2026, Ztar stated that it notified customers of the impending termination of Rogers service and the need to transfer or port to a new carrier beginning May 2025. Please provide a copy of the notice, including the exact date on which the notice was sent, as well as any standardized follow-up communications and any other relevant detail.
- Did Ztar inform its customers of upcoming changes between 10 November 2025, the date on which Rogers issued a notice of disconnection to Ztar, and 11 December 2025, the date on which Ztar was to be disconnected? If so, provide a copy of the notice, including the exact date on which the notice was sent, as well as any standardized follow-up communications and any other relevant detail.
- Did Ztar inform its customers of upcoming changes at any other time between 18 December 2024 and 27 January 2026? If so, for each instance, provide a copy of the notice, including the exact date on which the notice was sent, as well as any standardized follow-up communications and any other relevant detail.
- Provide any other relevant evidence of communication to Ztar customers to ensure they were made aware of the Rogers disconnection and transition and the steps they needed to take to ensure they would not lose service.
As set out in section 39 of the Act, and in Broadcasting and Telecom Information Bulletin CRTC 2010-961, Procedures for filing confidential information and requesting its disclosure in Commission proceedings, persons may designate certain information as confidential. A detailed explanation on why the designated information is confidential and why its disclosure would not be in the public interest must be provided, including why the specific direct harm that would be likely to result from the disclosure would outweigh the public interest in disclosure. In addition to the confidential version, an abridged version of the document omitting only the confidential information must be filed or reasons why an abridged version cannot be filed must be provided.
Sincerely,
Original signed by
Suneil Kanjeekal
Director, Dispute Resolution and Regulatory Implementation
Telecommunications Sector, CRTC
c.c.: Philippe Nadeau, CRTC, philippe.nadeau@crtc.gc.ca
Simon-Pierre Olivier, Rogers, regulatory@rci.rogers.com
- Date modified: