PIAC has concluded extensive research regarding paper billing fees, which disproportionately impact seniors and low-income persons. PIAC found that Canadians strongly opposed charging consumers extra to receive a paper bill, with 83% of respondents indicating that they believe the cost of a paper bill is part of a cost of company’s doing business. PIAC’s survey found 33% of consumers were not conformable receiving bills online. There were a variety of reasons customers were uncomfortable with paper bills: Survey participants cited a number of reasons for this discomfort, including security concerns (33%), just preferring paper (16%), having no internet access or not using computers at all (15%), not feeling comfortable enough using computers (12%), and finding it easier to read paper bills (4%). The Commission conducted its own research focused solely on survey existing market practices. It found that practices regarding billing for receiving a paper bill varied. As a more informal investigation, CBC Marketplace asked Canadians what they think is bill and statement fees took second place with 26.6% of the Canada’s dumbest charge. Paper vote, second only to fee. Bell’s touch-tone On 22 October 2013, PIAC brought an application regarding the charge imposed on customers for paper bills on 22 October 2013. NPF-PIAC hereby incorporates the record of that proceeding by reference, particularly as it relates to the importance of paper billing to vulnerable consumers. The Commission closed that application without ruling on its merits through a letter dated 23 July 2014 in which the Commission acknowledged that by the “the approach taken communications industry in the transition from paper to electronic bills may not have taken into account the specific circumstances of some Canadian consumers and that not all Canadians have a reasonable choice when it comes to paper bill This application seeks to have the fees.” Commission affirm the responsibility it assumed, through that letter, with respect to ensuring that paper billing is available without additional charge. The Commission hosted a private closed-door negotiation with industry which resulted in
PIAC has concluded extensive research regarding paper billing fees, which disproportionately impact seniors and low-income persons. PIAC found that Canadians strongly opposed charging consumers extra to receive a paper bill, with 83% of respondents indicating that they believe the cost of a paper bill is part of a company’s cost of doing business. PIAC’s survey found 33% of consumers were not conformable receiving bills online. There were a variety of reasons customers were uncomfortable with paper bills: Survey participants cited a number of reasons for this discomfort, including security concerns (33%), just preferring paper (16%), having no internet access or not using computers at all (15%), not feeling comfortable enough using computers (12%), and finding it easier to read paper bills (4%). The Commission conducted its own research focused solely on survey existing market practices. It found that practices regarding billing for receiving a paper bill varied. As a more informal investigation, CBC Marketplace asked Canadians what they think is Canada’s dumbest charge. Paper bill and statement fees took second place with 26.6% of the vote, second only to Bell’s touch-tone fee. On 22 October 2013, PIAC brought an application regarding the charge imposed on customers for paper bills on 22 October 2013. NPF-PIAC hereby incorporates the record of that proceeding by reference, particularly as it relates to the importance of paper billing to vulnerable consumers. The Commission closed that application without ruling on its merits through a letter dated 23 July 2014 in which the Commission acknowledged that “the approach taken by the communications industry in the transition from paper to electronic bills may not have taken into account the specific circumstances of some Canadian consumers and that not all Canadians have a reasonable choice when it comes to paper bill fees.” This application seeks to have the Commission affirm the responsibility it assumed, through that letter, with respect to ensuring that paper billing is available without additional charge. The Commission hosted a private closed-door negotiation with industry which resulted in
PIAC-NPF-Part-1-App-Paper-Billing-by-Koodo-Mobile-FINAL.docx