March 30th, 2005 OTTAWA-GATINEAU -- The Canadian Radio-television and Telecommunications Commission (CRTC) today announced a decision improving consumer safeguards for 900 services. In the decision the Commission also noted that a previous ruling prohibiting telephone companies from cutting off or threatening to cut off a customer's local telephone service for failure to pay charges for non-regulated services also applies to charges for 900 services. The new safeguards clarify that 900 content providers must make all possible charges known at the outset of a call, set new limits on some charges, require telephone companies to make first-time 900 call-blocking available at no charge, mandate uniform billing practices and consumer awareness billing inserts, and prohibit practices such as linking toll-free numbers to billable 900 services. Billable 900 and 976 Services Consumers dial 1-900 or 1-976 numbers to connect to psychics, adult entertainment, chat lines, lines for horoscopes, soap opera updates, games of chance, trivia games, sports scores, and weather forecasts, among other services. Different charges apply to these different services. Improved Practices for Advance Warning of Charges In the decision, the Commission mandated improved practices for advance warning of charges and changed the definition of "preamble" in the terms and conditions for the services, requiring that at the outset of a call, consumers must receive clear and complete information on charges. Consumers who access a 900 service via the Internet must be provided with an "I Agree" dialogue box or other means of clearly indicating their explicit consent to proceed with 900 calls, regardless of the rate. As a result of the decision, bills for 900 services must now fully describe all charges plus the time, date and duration of the call. Telephone companies must provide consumers with information in annual billing inserts that clearly explains the difference between charges for the billable flat fee or fee-per-minute 900 services, toll-free services and other numbers preceded by a 1 for which long distance rates apply. They must also remind parents to caution their children not to call a 900 service without permission, provide information about 900 call blocking, and remind consumers that they can contact the Commission for assistance in resolving disputes. The same information must be available on their websites for electronically-billed customers. Waiver of First-time Disputed Charges and Free Call-Blocking Set-up As a result of today's decision, 900 content providers as well as telephone companies will be required to waive all reasonably disputed charges for first-time disputes, and to advise customers who dispute 900 service charges of the call blocking feature to protect them from future fees. In addition, the Commission now requires that all telephone companies offer 900 call-blocking at no charge for the initial set-up and at $10 per each subsequent request to add or remove the feature. Reducing Risk via Maximum Rates and Charges The Commission also introduced measures to reduce the potential risk to callers by reducing the maximum rate that a 900 service provider may charge for calls to psychic lines from $10.00 to $6.00 per minute. Providers of games of chance must disclose any available alternate means of playing the game that do not involve calling a 900 number, and the maximum charge is being reduced from $25 to $5 per call. Links from Toll-free Numbers Prohibited With this decision, the Commission has also prohibited 900 content providers from linking toll-free numbers to 900 services, to prevent callers being charged without being aware of the charges. Uniform Billing Practices Uniform billing practices are also now a requirement. All bills for 900 services, whether issued by telephone companies or others, are governed by the same obligation to consumers with respect to safeguards and disclosure of information. Prohibition on Practices that Prolong Calls The Commission also ruled that all 900 content providers are prohibited from using programs that use repetitive scripts, long holding periods, excessive wording or long downloading features in order to prolong the call and increase charges, regardless of whether their calls are billed by a 900 content provider, a telephone company, or another agent. The decision also maintained the telephone companies' obligation to continue to monitor 900 content providers and terminate service providers that do not comply with all terms and conditions. The Canadian Radio-television and Telecommunications Commission is an independent public authority that regulates and supervises broadcasting and telecommunications in Canada. Reference document: Telecom Decision CRTC 2005-19 [.htm][.pdf] - 30 - Media Relations: MediaRelations@crtc.gc.ca, Tel: (819) 997-9403, Fax: (819) 997-4245 General Inquiries: Tel: (819) 997-0313, TDD: (819) 994-0423, Fax: (819) 994-0218 Toll-free # 1-877-249-CRTC (2782), eMail: info@crtc.gc.ca TDD - Toll-free # 1-877-909-2782 Copies of today's documents are available through our Internet site (http://www.crtc.gc.ca) or by contacting the public examination room of any CRTC office. These documents are available in alternative format upon request. City Telephone TDD Fax Edmonton Dartmouth Montreal Ottawa-Gatineau Regina Toronto Vancouver Winnipeg (780) 495-3224 (902) 426-7997 (514) 283-6607 (819) 997-2429 (306) 780-3422 (416) 952-9096 (604) 666-2111 (204) 983-6306 (819) 994-0423 (902) 426-6997 (819) 994-0423 (819) 994-0423 (819) 994-0423 (819) 994-0423 (604) 666-0778 (204) 983-8274 (819) 994-0218 (902) 426-2721 (514) 283-3689 (819) 994-0218 (819) 994-0218 (819) 994-0218 (604) 666-8322 (204) 983-6317
