ASL – Other issues - enforcement, implementation, promotion and future reviews (6 of 6)
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Other issues - enforcement, implementation, promotion and future reviews
The summary of this notice of consultation is being provided to help promote accessibility and is not an official version of the notice of consultation.
The Commission is seeking comments on the questions, to be submitted no later than 13 November 2025.
Wholesale implications
Q20. Should any new service outage and disruption protection measures apply to wholesale-based service providers regarding their retail customers? Why or why not?
Q21. What are the implications if the cause of the service outage or disruption is not the wholesale-based service provider?
Q22. Should wholesale providers have requirements to have a service outage and disruption policy regarding their wholesale customers through their tariffs or contractual provisions or imposed by the Commission? Why or why not?
Administration and enforcement
Q23. As the independent organization that handles telephone, cable, and Internet complaints between service providers and their customers and administrator of the Consumer Protection Codes, should the CCTS administer any new consumer protections in the event of a service outage or disruption that may be imposed? Why or why not?
Q24. Should the CCTS be required to report specific information? Why or why not?
Q25. Should the Commission be responsible for enforcing compliance with any new requirements? If so, how
Q26. Should service providers be required to report periodically on their compliance? If so, what information should service providers be required to provide for compliance assessment purposes and when?
Implementation and promotion
Q27. How should any new consumer protections considered in this proceeding be implemented? For example, in the case of telecommunications service providers, should they be imposed as a condition of service for telecommunications services under sections 24 and 24.1 of the Telecommunications Act? In the case of BDUs, should they be imposed as a condition of service under paragraph 9.1(1)(j) of the Broadcasting Act?
Q28. When should any new consumer protections for service outages or disruptions be implemented? Could they be implemented within three months of the publication of a Commission decision?
Q29. Comment on whether, if a service provider faces unique barriers that would make implementing a specific provision virtually technically impossible or financially unreasonable for itself, it should be able to submit a Part 1 application prior to the provisions coming into effect, seeking an extension to the implementation of those provisions.
Q30. What promotion mechanisms would be appropriate to effectively promote any new service outage and disruption protections that may be imposed? Which entities should be responsible for the promotion of any new service outage and disruption protections?
Review
Q31. How and when should the effectiveness of any consumer protections in the event of a service outage or disruption be reviewed? Provide justification for your position.
In this consultation, the Commission is looking to help make it easier for Canadians to know what to expect from their Internet, cellphone, telephone, or television service providers in the event of a service outage or disruption. The Commission is considering additional consumer protections, including clearer communications from service providers during outages and refunds for lost services.
This video introduces the questions related to wholesale implications, administration and enforcement, implementation and promotion, and a future review of these rules from the Notice of Consultation.
Notice of Consultation CRTC 2025-227
Consultation about consumer protections in the event of a service outage or disruption
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