Summary of CRTCs findings about telecom sales practices

Here’s a list of findings by the Canadian Radio-television and Telecommunications Commission after it investigated allegations of misleading and aggressive sales tactics by wireless and internet service providers:Overview: Misleading or aggressive retail sales practices are present in the telecommunications service provider market in Canada. They exist in all types of sales channels and are harming Canadian consumers.Most vulnerable: Seniors, people with disabilities and people whose first language isn’t English or French.Providers’ faults: In some cases, service providers failed to adequately inform sales agents about internal measures to prevent misleading or aggressive sales practices, or to adequately monitor compliance with the policies.Solutions: Written, time-limited sales quotes are an efficient, feasible way to limit misleading or aggressive sales practices. Trial periods are another important tool for consumers. Special discounts for people with disabilities.Complaint process: There’s a lack of a fast, efficient, and easy-to-use mechanism by which a customer can seek redress is a continuing issue. Improvements can and must be made on this issue.Public education: There are gaps in terms of public awareness of existing consumer protections.Quote: “It is apparent that misleading or aggressive retail sales practices are present in the telecommunications service provider market in Canada and, to some extent, in the television service provider market. “These practices exist in all types of sales channels, including in store, online, over the telephone, and door to door.“They occur to an unacceptable degree; they are harming Canadian consumers, in particular vulnerable Canadians; and they are a serious concern for the CRTC.” — Report on Misleading or Aggressive Communications Retail Sales Practices.The Canadian Press

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