Complaints resolution flowchart, as appended to Rogers’ Sept 27 letter to the CRTC
[Includes correction to the "plot" timeline]
As the news breaks (see petition link below)
I was just finishing this post (#2) when Jason Koblovsky sent me the much-anticipated response from Rogers to last week’s “warning” letter from the CRTC. The letter, which runs about 1200 words, was addressed to the CRTC’s Joanne Baldassi over the signature of Ken Thompson, Rogers’ Director of Copyright and Broadband Law. Get your red-hot pdf here.
The Rogers letter is an exquisite piece of evasion, obfuscation and self-congratulations. It indicates to me that when you put together the Commission’s ass-backwards approach (consumer complaints are first and foremost the consumer’s problem), along with Rogers’ business philosophy (the customer is always wrong), then the use of end-user complaints as a policy tool under the new guidelines won’t change a damn thing. The plot so far:
CGO fights Rogers, CRTC over WoW for 2+ yrs > CRTC issues warning to Rogers (Sept 16) > CRTC issues new complaints guidelines (Sept 22) > Guidelines get tepid reception (esp from CGO) > Rogers responds to CRTC warning (Sept 27) > CGO issues statement (“something doesn’t smell right”) > Petition launched at OpenMedia.ca (here).
Jason K sends the following correction: “The World of Warcraft case is almost a year old. It’s been ten months since the complaint was handed into the CRTC in January 2011. The CAIP and myself brought up the issue of misclassification prior to the WoW complaint in 2008. The CRTC has known about this misclassification problem now for over 3 years.”
I’ll parse the Rogers’ letter in the followup post, along with any early reactions from the blogosphere. Meanwhile, please have a look at the following comments from some of the usual suspects (including me) on what the new guidelines do and don’t do for consumers.
Subscriber, heal thyself
The CRTC’s new “guidelines” on the handling of ISP complaints landed last week to decidedly mixed reactions among those who care about consumers (Telecom Information Bulletin CRTC 2011-609). PIAC counsel John Lawford dropped me a comment (see prior post) in which he expressed satisfaction with the general direction:
“Not a model of total clarity but a start. CCTS-like procedure, some transparency requirements and some threats of sanctions. I am concerned the actual online complaints form is not prepopulated with the requirements for this type of specialized complaint – nor the requirements the CRTC will be looking at to judge the complaint (see paras. 13-14 of the Information Bulletin).” Continue reading