Telecom - Staff Letter addressed to Janet Lo (Commission for Complaints for Telecom-Television Services)
Gatineau, 10 April 2026
Our reference: 8622-Z14-202600254
BY EMAIL
Janet Lo
Assistant Commissioner, Legal, Regulatory & Stakeholder Affairs
Commission for Complaints for Telecom-Television Services
P.O. Box 56067 – Minto Place RO, Ottawa, Ontario
K1R 7Z1
Janet.Lo@ccts-cprst.ca
Subject: Request for Information related to an Application by Ztar Mobile Canada inc. for expedited interim relief in response to porting issues
Dear Janet Lo,
On 30 January 2026, the Canadian Radio-television and Telecommunications Commission (CRTC) 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.
Information is required from the CCTS to assess and understand the impact on Canadian customers of Ztar (which provides prepaid mobile services under the 7 Eleven/SpeakOut and Good2Go Mobile brands) with respect to the alleged porting issues.
Pursuant to section 37 of the Telecommunications Act (the Act), the CRTC may require any person to submit information that is necessary for the administration of the Act. In order to assist the CRTC’s assessment of the issues raised in Ztar’s Part 1 application, the CCTS is required to provide a response to the following questions by 20 April 2026.
- Provide the total number of complaints recorded, if possible, on a monthly basis, between 1 August 2025 and 10 December 2025, as well as between 11 December 2025 and the date of this letter, from customers of Ztar Mobile and its partners/affiliates (including 7-Eleven, Good2Go Mobile (formerly Petro Mobile), and SpeakOut).
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Information is required about the number of complaints related to wireless number portability issues. Therefore, provide a breakdown of complaints into the following categories:
- Complaints related to wireless number portability issues (e.g., issues arising from inability or delays in number porting, and/or customers being unable to retain their mobile phone number)
- Billing-related complaints (e.g., prepaid balances not being credited or transferred, lost prepaid balances)
- Service disruption / quality of service (e.g., shutdown of the 3G network and disconnection of mobile services)
If the CCTS does not track complaint data based on the above categories, provide the data in a suitable format based on how the CCTS tracks this data. Explain the breakdown of data as necessary.
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
Greg Lang, CRTC, greg.lang@crtc.gc.ca
Kelsey Evaniew, CCTS, Kelsey.Evaniew@ccts-cprst.ca
Nasha Brownridge, CCTS, Nasha.Brownridge@ccts-cprst.ca
Tamar Palandjian-Toufayan, CCTS, Tamar.Palandjian-Toufayan@ccts-cprst.ca
CCTS, response@ccts-cprst.ca
David Wilkie, Ztar, dwilkie@ztarmobile.com
Simon-Pierre Olivier, Rogers, regulatory@rci.rogers.com
- Date modified: