The Canadian Wireless Telecommunications Association (CWTA) has introduced a new Code of Conduct that will govern the customer service offered by its members (which include all of Canada’s major wireless carriers as well as a number of new players such as WIND Mobile) with their customers. In a nutshell, the member carriers of CWTA promise to:
- Provide their customers with complete details on the rates, terms and coverage offered in each of their plans.
- Help ensure that their customers understand the terms of their contracts.
- Communicate with their customers in a way they understand.
- Ensure that their advertising is clear.
- Protect their customers’ rights when they must change contract terms.
- Provide ready access to customer service.
- Safeguard their customers’ personal information.
- Resolve complaints efficiently, fairly and courteously.
For example, should a carrier change contract terms, the customer will be able to cancel the contract or continue with the existing terms until the contract expires.
The code will be managed by the Commissioner for Complaints for Telecommunications Services (CCTS). The new code will help the CCTS find resolution to complaints brought to its attention.