Industry committee  I have not seen any data on what's going on in other countries that have done this. It seems that the complaint environment is different in different countries, so I would hesitate to draw any direct comparisons. However, that's the objective here. The objective is to try to red

Industry committee  I'm looking at the bill. It's quite clear, you know. You're asking the service providers to make metrics available around service quality during peak periods, whatever that means—typical download and upload speeds during peak periods, so that's all very simple and plain and clear

Industry committee  I was going to say that I admire your creativity here and your desire to make sure we capture all the requirements that are needed. I think we should be careful, and I urge you to be careful about over-complicating this. I think the details should be left to the detail people.

Industry committee  It is a complicating factor. There's no question that a customer's equipment can impact the speed they're receiving and that the way their network is configured can also have an impact on it. That's a challenge for us, I would say, because we don't have very good visibility into

Industry committee  I'm not sure we have any specific data on that. I know we had a quick look at some of the stats after receiving your invitation to appear here. Josée, do you have any line of sight into that?

Industry committee  The first thing that we encourage them to do is contact their service provider and see what the problem is and whether it can be sorted out. Most of the providers have troubleshooting policies and tools that they apply to make sure that they're delivering, under the circumstances

Industry committee  Mr. Dong, to answer your question, service providers are required by the CRTC to participate in the CCTS. They join because they are required to. It's true that we have to drag some of them on board a bit, but it is a regulatory requirement. The other incentive, I suppose, is t

Industry committee  That's right—or they need a team of staff to work on those complaints as well.

Industry committee  Josée, do you want to respond to that one?

Industry committee  I'm going to try to answer what I think are a few questions wrapped up into one there, if I may. What I always say is that we have over 400 participating service providers across the country and we resolve almost 90% of customer complaints. I think that number by itself is an in

Industry committee  As Ms. Thibault mentioned in our opening comments, that's right. We do often see that. We try to take care of that mismatch by re-rating the plan as if the customer had been on the proper plan from the get-go. Yes, the issue is that in many cases people are not getting the spee

Industry committee  I'll follow on Mr. Rajabiun's comment, which pretty much took the words out of my mouth. From our perspective, we are an organization that looks at the commitment and the contractual responsibilities that service providers have to customers. I think you've done the right thing i

Industry committee  That's a bit challenging. I know I'm not here to speak personally, but you did ask a personal question. The answer is that I've done that lots of times, because I'm always curious. I had a recent experience. I'm on a 150 mbps package. In the past I have exceeded the 150, but I

Industry committee  There is an accountability mechanism now. It's the CCTS.

Industry committee  I thought I should point that out, because the problem is whether we have enough tools to apply the accountability. That's the question, and that's what I think this bill would help us with.