CAMP argues for greater consumer protections during telecom outages

Canadians who experienced the 2022 Rogers outage know firsthand just how disruptive the loss of telecommunications services can be. Impacting over 12 million customers, including disrupted 9-1-1 services, the outage demonstrated the potential scope and scale for harm and the existing gaps in Canada’s consumer protection framework. Without mandatory rules, no guaranteed compensation or communication requirements exist, and vulnerable populations face disproportionate harm. 

That’s why this month CAMP has urged the Canadian Radio-television and Telecommunications Commission (CRTC) to implement a system that balances consumer interests, fair competition, and implementation feasibility to better protect Canadians in the future. This system would strengthen consumer interests by providing automatic refunds and clear communication, while enhancing fair competition through transparency and reducing information asymmetry in wholesale markets. Key recommendations include:

• Mandatory automatic refunds, especially for vulnerable populations
• Standardized public outage disclosure, communication, and reporting
• Advanced notification of wholesale competitors to ensure fair competition and equivalent service
• Higher standards for vulnerable populations including prioritized restoration and alternative access
• Robust compliance and enforcement measures, including administrative monetary penalties for non-compliance
• Comprehensive review of the system within 2 to 3 years to assess effectiveness

You can check out the full intervention here