Canada's Wireless Service Providers Further Commitment to Customer Service Excellence with New Code of Conduct



    OTTAWA, Sept. 1 /CNW Telbec/ - As a continuing promise of superior
service and support for their consumer and small business customers, the
wireless service provider members of the Canadian Wireless Telecommunications
(CWTA) are announcing today a new Code of Conduct to underscore their
commitment to providing the highest standards of service and support to their
customers.
    "This new Code will ensure that customers have the information they need
to make informed purchasing decisions," said Bernard Lord, CWTA President &
CEO. "It also safeguards their rights as customers and assures that their
concerns are addressed."
    The full text of the new Code of Conduct is now available in the Consumer
section of the CWTA Web site at www.cwta.ca. In summary, the member carriers
of CWTA promise to:

    
    1.  Provide their customers with complete details on the rates, terms and
        coverage offered in each of their plans.

    2.  Help ensure that their customers understand the terms of their
        contracts.

    3.  Communicate with their customers in a way they understand.

    4.  Ensure that their advertising is clear.

    5.  Protect their customers' rights when they must change contract terms.

    6.  Provide ready access to customer service.

    7.  Safeguard their customers' personal information.

    8.  Resolve complaints efficiently, fairly and courteously.
    

    The following wireless service providers are all signatories to the new
Code of Conduct: Bell, Dryden Mobility, EastLink, Fido, Koodo Mobile, MTS
Allstream (currently operating as MTS), Public Mobile, Rogers Communications
Inc., SaskTel, Solo, TBayTel, TELUS (including Mike), Videotron, Virgin Mobile
Canada and WIND Mobile.
    Not only will the new Code safeguard the rights of consumers, but it will
also serve as another resource available in the complaint resolution process
by Canada's Commissioner for Complaints for Telecommunications Services
(CCTS). Unlike other jurisdictions that have developed wireless carrier
conduct guidelines, such as in the US where the code is strictly voluntary,
the Canadian Code will be backstopped by the third-party, independent CCTS.
    "The CCTS was consulted during the comprehensive process of developing
this new Code of Conduct," said Mr. Lord. "And of course, it was the
Government of Canada's foresight in requesting the creation of the CCTS that
will give the code its teeth in giving Canadian consumers confidence that
wireless carriers will adhere to these high standards of service and
transparency."

    Canadian Wireless Telecommunications Association (CWTA)

    CWTA is the authority on wireless issues, developments and trends in
Canada. It represents cellular, PCS, messaging, mobile radio, fixed wireless
and mobile satellite carriers as well as companies that develop and produce
products and services for the industry. (www.cwta.ca)





For further information:

For further information: Media information and interview opportunities:
Marc Choma, CWTA, (613) 233-4888 ext. 207, mchoma@cwta.ca

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Canadian Wireless Telecommunications Association

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