Do wireless customers have a right to paper bills? Telus’s Koodo says no


It is a battle of custom versus innovation: Shopper advocacy teams are taking purpose at Koodo for its choice to cease providing wireless customers the choice of receiving a month-to-month paper invoice.

“It was actually not good,” stated 77-year-old Janette Little-Gallian, who requires a cellphone so she will be able to textual content her 83-year-old deaf cousin. Since she signed up with Koodo in 2006, the grandmother says she has all the time acquired her invoice within the mail as a result of she’s uncomfortable with digital billing. 

“I am certain the vast majority of outdated individuals like myself desire to get that month-to-month [paper] assertion. Most of us do not do a complete lot on-line,” stated Little-Gallian, who lives in Berwick, N.S. 

Janette Little-Gallian of Berwick, N.S., switched wireless suppliers after studying that Koodo will no longer ship her paper payments. (The White Opal Pictures)

After receiving complaints from Koodo customers, the Public Curiosity Advocacy Centre (PIAC) and the Nationwide Pensioners Federation (NPF) filed a criticism final week with Canada’s telecom regulator, the CRTC.

They argue that, even within the digital period, many Canadians, together with seniors and low-income earners with no dwelling web, usually require or desire paper payments.

“It is their right,” stated Trish McAuliffe, interim president of NPF, which represents a million seniors and retirees throughout Canada.

Each teams are involved different carriers might observe go well with if Koodo — which is owned by Telus — is allowed to eradicate paper payments.

“They simply quietly attempt to do it one at a time, after which the following factor you already know, no one’s getting paper billing,” stated McAuliffe.

Koodo is shifting completely to e-bills due to “developments in digital adoption” and its “ongoing efforts to assist the atmosphere,” Telus spokesperson Sacha Gudmundsson wrote in an e-mail.

She stated the provider is dedicated to accessible companies, and that visually impaired customers will nonetheless have different choices, together with payments written in braille.

Is there a legislation or not?

Of their criticism, PIAC and NPF additionally argue the right to obtain paper payments — at no cost — is on the coronary heart of federal laws handed in 2014.

Beforehand, many telecoms charged customers a price for paper payments. Following a rash of complaints, the federal government handed a legislation mandating they could not cost for the service

However Koodo argues that does not imply telecoms are obliged to provide paper billing. In a current on-line Koodo discussion board that included a criticism from a senior who stated she has bother with e-bills, an worker wrote: “There may be no laws requiring any firm [in] Canada to present [a] paper invoice.”

In a Koodo on-line neighborhood discussion board, an worker instructed customers they do not have a authorized right to obtain paper payments. (Koodo)

PIAC government director John Lawford says Koodo is defying the spirit of the laws. “Why was it put there? Nicely, as a result of Parliament needed individuals to get paper payments — with no cost.”

PIAC and NPF are asking the CRTC to make clear whether or not wireless suppliers should provide paper payments as an choice. If the regulator concludes the reply is no, they need the CRTC to revise the principles to assure the service.

“Maybe some day there shall be an all [electronic] service, however I believe it is solely honest to customers to give them what they need till they totally make that transition,” Lawford stated.

‘I felt betrayed’

Little-Gallian says she requested Koodo if she might proceed receiving paper payments if she paid for the service, however was turned down. She responded by switching suppliers. “I stated, ‘OK then, we’re executed.'”

Buyer Tiffany Moore says she’s additionally contemplating switching. The 29-year-old has a studying incapacity and finds paper payments simpler to navigate. 

“They did not care about what customers needed. They simply went behind our again and simply did it,” stated Moore, who lives in Kitchener, Ont. “I felt betrayed and upset.”

Koodo buyer Tiffany Moore of Kitchener, Ont., has a studying incapacity and finds it simpler to obtain her telephone invoice by mail — a service Koodo no longer gives. (Joshua Moore)

Rogers and Bell each stated they proceed to provide paper billing — freed from cost — together with for his or her low cost manufacturers, Fido and Virgin, respectively. Telus additionally nonetheless gives the service for its major model.

The general public can remark on PIAC and NPF’s criticism till July 6.



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