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New regulations allow mobile, internet, TV consumers to be choosy

21 Mar 2011

The Canadian Radio-television and Telecommunications Commission (CRTC) has introduced new rules which make switching mobile phone, internet and television providers easier for consumers, reports the Montreal Gazette. The new framework will force providers to make all necessary arrangements to have services transferred over to them from their competitors, the regulator announced. In the past, consumer rights lobbyists have attacked delays faced by customers in moving between providers, as well as unexpected charges incurred by end-users as a result of making the switch. Under the new rules, subscriber account transfers must be completed within two business days, except in the case of wireless services, for which a much shorter time window of two and a half hours has been set. Additionally, new safeguards will apply to prevent service providers from sharing confidential customer information with their internal sales and marketing groups during the process of transferring a customer account. In the event of a customer cancelling a service directly by contacting their service provider, the company may make a competitive counter-offer in an attempt to retain their business, the CRTC declared.


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