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Quality of service standards
Maintaining high quality service for customers
Télébec, Limited Partnership always strives to meet or exceed customer quality of service standards set by the Canadian Radio-television and Telecommunications Commission (CRTC), and we're proud of our track record.
Based on the CRTC Retail Quality of Service Rate Adjustment Plan, Télébec must provide a one-time credit to all local service customers if we do not meet standards for any of the 13 quality of service indicators during a particular year.
Examples of the types of local service activities measured by the indicators include:
- access to the business office
- access to repair
- access to directory assistance
- whether installation and repair appointments are met
- whether out-of-service troubles are cleared within 24 hours
The amount of any customer credit would be based on the number of below-standard indicators and the extent to which the standard for each indicator was not met in the previous year. The maximum credit payable under the rate adjustment plan would be equivalent to five per cent of our local service revenues.
To date, Télébec has consistently met or exceeded all quality of service standards and, as a result, no credits are payable to our customers. If any credits are owed in the future, they will be equally distributed among customers and appear on customer bills.
Télébec, Limited Partnership's quality of service results are available on the dedicated page on the CRTC website (Opens in New Window)
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