Telecom Switching

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The national telecommunications regulator has put in place new rules to make switching mobile-phone, Internet and television providers easier for consumers, and perhaps net them a better deal.


“The new rules will make the transfer process a seamless and convenient experience, while enabling Canadians to benefit from receiving retention offers from their current providers,” said Konrad von Finckenstein, chairman of the Canadian Radio-television and Telecommunications Commission in a statement released Friday.


The new framework will force firms like Shaw Communications Inc., Telus Corp. and BCE Inc. to make "all the arrangements" to have services transferred over to them from their competitors, the commission said.


In the past, consumer advocacy groups have complained customers face unnecessary delays in switching between providers, and have been subjected to unexpected charges and fees.


The regulator is now requiring that transfers of accounts be completed within two business days, except in the case of wireless products, which providers will be given a short window of two and a half hours to complete the switch.


Customers that contact their provider first may also benefit from a competitive counteroffer, the CRTC statement said. "If they prefer, consumers can also cancel their services by contacting their service provider directly, which can make them offers to retain their business."


Regulators have also put in place new safeguards to prevent service providers from sharing confidential customer information with their internal sales and marketing groups during the transfer process.


The new set of rules comes as traditional phone firms and cable providers encroach further on each others' core product offerings, presenting more options for consumers.


Bell and Telus are both ramping up new television services in several markets and are competing more than ever with cable firms like Rogers Communications Inc., Shaw in Western Canada and Quebecor's Videotron in Quebec for TV customers.


Meanwhile, Quebecor is now competing against Bell, Rogers and Telus for wireless customers since launching a mobile business in September, while Shaw is launching its own early next year.


“In a competitive marketplace, consumers are always encouraged to explore different options for their broadcasting and telecommunications services,” Mr. von Finckenstein said

Good new for Mobile/Tele/Cable Services