Sure.
When we're handling a complaint, we're going to look at a number of things. One of the main things we're going to look at is this: What was the customer advised when they agreed to take the service? We do that by looking at terms of service, contracts and those sorts of things. We then require the provider to engage in troubleshooting and technical tests, if they haven't already done so, or sometimes we require them to do it again. Then they submit to us the results of those tests.
We can then see and compare what a customer was expecting to get and what they're actually getting. If there's a difference between those two things, then we can make that right for consumers and require the provider to reimburse them, say, for the cost difference. We also have the authority to issue additional compensation to the customer.
That's generally how we approach these things. This is also why in our comments we mentioned that having speed information directly in contracts is a useful tool for an organization like CCTS as well, because it makes it clearer in terms of what the customer is supposed to get.