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Telecom mediator sees 57% spike in complaints in 2017-18, mainly about wireless

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The federal watchdog that handles customer complaints about telecommunications and television services in Canada saw a 57 per cent spike in complaints in 2017-2018, most of them involving wireless providers.

The Commission for Complaints for Telecom-Television Services said Tuesday that it also expects to see complaints rise this year. For the first time, the federal watchdog is also investigating complaints about television.

But most of what it heard in the year to September 2018 were the same issues that the CCTS has been dealing with for the past 10 years — non-disclosure of information and bill surprises by wireless operators.

« Customers will communicate with their service provider and then find out that the reality of what they get is not what they expected to get. This results in billing issues, in charges people don’t expect, on limitation on bandwidth or data, » said CCTS Commissioner Howard Maker.

« It’s a mismatch of customer expectations and what their service provider delivers. »

Maker said the complaints come despite a revised Wireless Code, which is meant to protect consumers. It came into effect in December 2017.

Howard Maker, commissioner of the CCTS, says there is lots of opportunity for the telecom providers to do better, including solving complaints before they reach the telecom watchdog. (Andrew Lee/CBC)

The CCTS handled 14,272 complaints from consumers in 2017-2018. Of that, 41.5 per cent of them were about wireless service and 29.2 per cent were about internet service. Complaints about television made up only 10.6 per cent of the total.

The Canadian Radio-television and Telecommunications Commission held hearings into the telcos’ sales practices earlier this year and is due to present the findings in February.

Consumer advocates speaking at the hearings complained that the telcos are misleading seniors and low-income people with high-pressure sales tactics. They called for a sales code of conduct and a « cooling off » period to allow consumers to back out of contracts that are not suitable to their needs.

John Lawford of the Public Interest Advocacy Centre said it’s a positive sign that consumers are complaining more because it means government might listen.

« It’s about time we started increasing complaints in Canada. I’m glad to see people are starting to complain actively now, » he said.

He called for policies that would promote more competition in the telecom industry and « maybe bust out the major players’ stranglehold on the market. »

Lawford suggested rules on wholesale pricing that will encourage competition from smaller players.

« There needs to be some threat to the big guys, so they can’t just do what they want, » he said.

(CBC)

Maker says there is lots of opportunity for the telecom providers to do better.

« We see a lot of complaints that customers bring to us that have no business getting as far as the CCTS. Small complaints where the provider’s own evidence indicates that the customer has merit, that the story the customer is telling is true, and yet they’re not resolved at the frontline, presumably because nobody looked at the records, » he said.

Maker said media coverage of the CRTC hearing with its focus on sales practices may have made more consumers aware of the CCTS and its complaints process.

Telcos need to step up

But he also called on the telcos — especially Bell, Rogers and Telus, the biggest players who account for half of all complaints — to improve their practices.

« Where there’s opportunity for improvement is around the disclosure factor — making sure all the necessary information that customers need to really understand what they’re getting is complete, » Maker said.

Documents should be clear, complete and written in accessible language. Consumers should be educated about « all the ins and outs they need to know to make sure they’re getting what they think they’re getting, » he said.

Internet service complaints climb

The CCTS noted an increase of complaints about internet service, which have grown by 170 per cent in the last five years to 8,987 complaints.

Among the issues  are billing and disclosure issues, but also quality of service such as internet speeds, internet outages and bandwidth overuse surcharges. Consumers also complained about installations — especially technicians who don’t show up on time.

« Consumer protections are in place to TV and wireless, where there are codes. But in the internet business there is no code, so it looks like the CRTC wants to plug that gap, » Maker said.

« This would level the playing field in terms of everyone understanding the rights of the consumers and the providers. »

When the CCTS steps in

The CCTS says it resolved 92 per cent of the consumer complaints it handled.

Among them were:

  • A customer from Laval, Que., agreed to obtain a bundle of home phone, internet and TV services for $111 per month, but was then was billed $131 per month. The provider told her that she was not eligible for the offer priced at $111 per month. CCTS was able to secure the lower price for her for a 12-month period.
  • A customer from Langley, B.C. received an offer from her service provider of a new mobile device, which included a device protection plan. The customer paid $280 for the device and believed she was on a month-to-month agreement. The device broke and she received a refurbished replacement. When she reported her dissatisfaction, she ws told she was locked into a 24-month plan with a $500 cancellation fee. CCTS found the provider had failed to inform the customer that by accepting the new device, she was consenting to a 24-month contract and that it had not sent her a copy of the contract as mandated by the Wireless Code.
  • A customer from Saskatchewan subscribed to internet service delivered through a satellite system. The service functioned properly for a few days until the internet speed decreased, particularly when used for gaming or watching Netflix. The provider said a new plan would be necessary to get those speeds. When the CCTS became involved, the provider offered an upgrade to new infrastructure without an installation fee and with a credit for the customer.

​The telcos’ record in 2017-18

The provider most cited was Bell, the biggest telecom provider in Canada, with 4,734 or a 45.8 per cent increase in complaints.There was a sharp increase in complaints about incorrect monthly pricing and non-disclosure issues.

The CCTS started taking complaints about television service in September 2017. It recorded 3,248 complaints in the first year. (Deyan Georgiev/Shutterstock)

Bell pointed to the increase in complaints for nearly all providers.

« Overall complaints about communications providers have increased each year as both the CCTS’s mandate and consumer awareness of its services continue to grow, » the company said in a statement.

It said its investments in front-line service teams and support systems are having a « positive impact on our customer service performance. »

Rogers, which had 1,449 complaints, sent an email statement from spokesperson Eric Agius: « One complaint is one too many and we always take customer feedback to continuously improve. » 

Telus issued a press statement saying it received the fewest complaints of any national provider, accounting for only 6.6 per cent of complaints.

« Of Telus’s 901 complaints that were concluded prior to the 2017-18 report cut-off date, 757, or 84 per cent, were resolved at the pre-investigation stage, » the statement said.

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Anglais

Nostalgia and much more with Starburst XXXtreme

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Get a taste of adventure with Starburst XXXtreme based on the legendary NetEnt Game. The nostalgic themes are sure to capture fans of the classic version as they get treated to higher intensity, better visuals, and features. The most significant element of the game is its volatility. Patience will not be an essential virtue considering the insane gameplay, and there is a lot of win potential involved. It retains the original makeup of the previous game while adding a healthy dose of adrenaline. 

Starburst Visuals and Symbols

The game is definitely more conspicuous than before. The setting happens over a 5-reel, 3-row game grid with nine fixed win lines, which function if a succession from the left to the right reel is present. Only those players that that attain the highest win per bet line are paid. From a visual standpoint, the Starburst XXXtreme slots illustrates lightning effects behind the reels, which is not surprising as it is inherited from the original version. Available themes include Classic, Jewels, and Space. The game is also available in both desktop and mobile versions, which is advantageous for players considering the global pandemic. According to Techguide, American gamers are increasingly having more engaging gaming experiences to socialize to fill the gap of in-person interaction. Starburst XXXtreme allows them to fill the social void at a time when there is so much time to be had indoors. 

Starburst XXXTreme Features

Players get to alternate on three features which are Starburst Wilds, XXXtreme Spins, and Random Wilds. The first appears on reels 2,3, or 4. When these land, they expand to cover all positions while also calculating the wins. They are also locked for a respin. If a new one hits, it also becomes locked while awarding another respin. Starburst XXXtreme offers a choice between two scenarios for a higher stake. In one scenario with a ten times stake, the Starburst Wild is set on random on reels 2,3, or 4, and a multiplier starts the respin. The second scenario, which has a 95 times stake, starts with two guaranteed starburst wilds on reels 2,3, or 4. it also plays out using respin game sequence and features. The game also increases the potential with the Random Wilds feature to add Starburst Wilds to a vacant reel at the end of a spin. Every Starburst Wild gives a random multiplier with potential wins of x2, x3, x5, x10, x25, x50, x100, or even x150.

The new feature is sure to be a big hit with the gaming market as online gambling has shown significant growth during the lockdown. AdAge indicates the current casino customer base is an estimated one in five Americans, so Starburst XXXtreme’s additional features will achieve considerable popularity. 

What We Think About The Game

The gambling market has continued to diversify post-pandemic, so it is one of the most opportune times to release an online casino-based game. Thankfully Starburst XXXtreme features eye-catching visuals, including the jewels and space themes. These attract audience participation and make the gameplay inviting. The game also has a nostalgic edge. The previous NetEnt iteration featured similar visuals and gameplay, so the audience has some familiarity with it. The producers have revamped this version by tweaking the features to improve the volatility and engagement. 

That is characterized by the potential win cap of 200,000 times the bet. Starburst XXXtreme does not just give betting alternatives for players that want to go big. The increase of multipliers also provides a great experience. If the respins in the previous version were great, knowing that multipliers can go hundreds of times overtakes the game to a new level. 

Players should get excited about this offering. All of the features can be triggered within a single spin. Whether one plays the standard game or takes the XXXtreme spin route, it is possible to activate all of the features. Of course, the potential 200,000 times potential is a huge carrot. However, the bet size is probably going to be restricted and vary depending on the casino. It is also worth pointing out that a malfunction during the gameplay will void all of the payouts and progress. Overall, the game itself has been designed to provide a capped win of 200,000 times the original bet. 

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Anglais

‘We’re back’: Montreal festival promoters happy to return but looking to next year

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In downtown Montreal, it’s festival season.

In the city’s entertainment district, a musical act was conducting a sound check on stage Friday evening — the second day of the French-language version of the renowned Just For Laughs comedy festival. Tickets for many of the festival’s free outdoor shows — limited by COVID-19 regulations — were sold out.

Two blocks away, more than 100 people were watching an acoustic performance by the Isaac Neto Trio — part of the last weekend of the Festival International Nuits d’Afrique, a celebration of music from the African continent and the African diaspora.

With COVID-19 restrictions continuing to limit capacity, festival organizers say they’re glad to be back but looking forward to next year when they hope border restrictions and capacity limits won’t affect their plans.

Charles Décarie, Just For Laughs’ CEO and president, said this is a “transition year.”

“Even though we have major constraints from the public health group in Montreal, we’ve managed to design a festival that can navigate through those constraints,” Décarie said.

The French-language Juste pour rire festival began on July 15 and is followed by the English-language festival until July 31.

When planning began in February and March, Décarie said, organizers came up with a variety of scenarios for different crowd sizes, ranging from no spectators to 50 per cent of usual capacity.

“You’ve got to build scenarios,” he said. “You do have to plan a little bit more than usual because you have to have alternatives.”

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Anglais

MELS new major movie studio to be built in Montreal

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MONTREAL — MELS Studios will build a new film studio in Montreal, filling some of the gap in supply to meet the demand of Hollywood productions.

MELS president Martin Carrier said on Friday that MELS 4 studio construction will begin « as soon as possible », either in the fall or winter of next year. The studio could host productions as early as spring 2023.

The total investment for the project is $76 million, with the Quebec government contributing a $25 million loan. The project will create 110 jobs, according to the company.

The TVA Group subsidiary’s project will enable it to stand out « even more » internationally, according to Quebecor president and CEO Pierre Karl Péladeau. In the past, MELS Studios has hosted several major productions, including chapters of the X-Men franchise. The next Transformers movie is shooting this summer in Montreal.

Péladeau insisted that local cultural productions would also benefit from the new facility, adding that the studio ensures foreign revenues and to showcase talent and maintain an industry of Quebec producers.

STUDIO SHORTAGE

The film industry is cramped in Montreal.

According to a report published last May by the Bureau du cinéma et de la télévision du Québec (BCTQ), there is a shortage of nearly 400,000 square feet of studio space.

With the addition of MELS 4, which will be 160,000 square feet, the company is filling part of the gap.

Carrier admitted that he has had to turn down contracts because of the lack of space, representing missed opportunities of « tens of millions of dollars, not only for MELS, but also for the Quebec economy. »

« Montreal’s expertise is in high demand, » said Montreal Mayor Valérie Plante, who was present at the announcement.

She said she received great testimonials from « Netflix, Disney, HBO and company » during an economic mission to Los Angeles in 2019.

« What stands out is that they love Montreal because of its expertise, knowledge and beauty. We need more space, like MELS 4, » she said.

There is still not enough capacity in Quebec, acknowledged Minister of Finance, the Economy and Innovation Eric Girard.

« It is certain that the government is concerned about fairness and balance, so if other requests come in, we will study them with the same seriousness as we have studied this one, » he said.

Grandé Studios is the second-largest player in the industry. Last May, the company said it had expansion plans that should begin in 2022. Investissement Québec and Bell are minority shareholders in the company.

For its part, MELS will have 400,000 square feet of production space once MELS 4 is completed. The company employs 450 people in Quebec and offers a range of services including studio and equipment rentals, image and sound postproduction, visual effects and a virtual production platform.

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