TV - Device not as described

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  • You should expect to get what you've ordered.
  • If your device arrives and you discover that something is not as described, you should tell the supplier as soon as possible.
  • They should resolve the matter for you by either replacing the item or giving you the chance to return it for a refund.
  • If this results in a delay that prevents you from using the service you're paying for, your service provider may suspend payments until the correct device is delivered (altnough this depends on the individual supplier's policies).
  • If you can't resolve the matter with your service provider, you may want to consider contacting your province's consumer affairs office.
You should know

CCTS – Commission for Complaints for Telecom-Television Services

The CCTS is an independent organization that handles complaints about telecoms and television services in Canada.

If the service provider you’re raising a complaint about can’t resolve the matter for you, you can escalate your case to the CCTS. If the CCTS accepts your complaint, they’ll consider your case and issue a recommendation.

Either you or the service provider can reject the recommendation if you aren’t happy with it. The CCTS will then consider your reasons for rejecting the recommendation and issue a final decision on the matter.

The final decision is binding on the service provider but not on you – meaning you can still reject it at any point. 

CRTC – Canadian Radio-television and Telecommunications 

The CRTC is the independent public authority that’s in charge of regulating and supervising Canadian telecoms and TV services. Generally speaking, the CRTC makes high level decisions about the sector.

The majority of complaints should go through the CCTS, who can make recommendations and decisions on specific cases. The CRTC will take note of broader issues and come up with new rules to promote a fairer environment for consumers.

I’ve made a case via Resolver… How long should I wait for a reply?

This depends on the company in question, but your case shouldn’t go longer than a week without being acknowledged by a company.

If a week passes and you haven’t had a response, you should send a follow-up message via Resolver.

The Television Service Provider Code

The Television Service Provider Code was set out by the CRTC to regulate the way broadcasting organisations interact with consumers. It’s similar to the Wireless Code, in that it sets out a whole range of requirements concerning clear language, cancellation fees, service outages and disconnection. Basically, your contract has to set out everything in a clear and easy-to-understand format.

PAD – Pre-Authorized Debit

If you’re paying via PAD, you’ll have some protection from unauthorized transactions. Anyone taking money via PAD has to have a reimbursement statement in their agreement, gicing you the right to receive reimbursement for any unauthorized debit or debit that isn’t consistent with the PAD (for example, a payment for an incorrect amount).

Generally speaking, you’ve got 90 days from the date of the withdrawal to report an incorrect or unauthorized PAD.

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