Robert Ghiz
President and Chief Executive Officer
Canadian Telecommunications Association
180 Elgin Street, Suite 1100
Ottawa, Ontario K2P 2K3
Dear Mr. Ghiz:
As you know, access to telecommunications services is important for all Canadians. These services play a critical role in helping keep Canadians safe and can be particularly important for victims and survivors of gender-based violence (GBV). In Canada, 6.2 million women have experienced intimate partner violence, a form of GBV, at some point in their lifetime.
Recent reports, such as 'Insights into Technology-Facilitated Gender-Based Violence' by Women's Shelters Canada (WSC), have highlighted that victims and survivors of GBV continue to face challenges in accessing telecommunications services. The report outlines how abusers can leverage technology to harass and threaten, financial concerns over costs related to cell phones and plans, and difficulties that arise with shared plans that are controlled by abusers.
Our Government is keenly aware of the importance of preventing, addressing and ultimately ending GBV. In 2017, the Government of Canada launched a federal GBV strategy, which is a whole-of-government approach to ending GBV and encompasses all federal initiatives to prevent and address GBV. Building on this work, in November 2022, federal, provincial and territorial ministers launched the National Action Plan to End Gender-Based Violence, a 10-year strategic framework for action with a vision to end GBV in Canada.
We have also taken action to help consumers switch providers. This includes the 2023 policy direction to the Canadian Radio-television and Telecommunications Commission (CRTC) and legislative amendments announced in Budget 2024 to prohibit switching fees and make it easier to switch plans. While we look forward to seeing these measures implemented by the CRTC, addressing and preventing GBV is a multi-dimensional issue that requires tailored consideration.
I am pleased to hear of efforts by your organization and certain telecommunications carriers to engage with and help victims and survivors of GBV. I have also seen positive reactions from carriers to the report by WSC. However, this report touches on multiple aspects of the customer-service provider relationship and business practices. In particular, victim and survivors of GBV can face challenging circumstances. There are issues of privacy, affordability, customer service training, and security involved. Furthermore, consistent practices and procedures across companies can also help lower barriers in accessing telecommunications services.
I am requesting that you further engage with members of the telecommunications industry and advocacy organizations to work towards positive changes that reflect the specific circumstances that victims and survivors face. This would build on individual company efforts and advance more consistent best practices across the industry. The CTA would be a strong forum for these efforts given its existing experience and programming that advances accessibility, charitable giving, safety, and consumer protection for telecommunications consumers.
This is an important issue for our Government and Canadians across the country. I would request that the CTA acknowledge this letter and report back within six months on the telecommunications industry's efforts and planned next steps.
I remain committed to working alongside industry to address barriers faced by Canadians in accessing telecommunications services.
I thank you for your attention to this vital issue.
Sincerely,
The Honourable François-Philippe Champagne, P.C., M.P.
c.c.: The Honourable Marci Ien, P.C., M.P.
Minister for Women and Gender Equality and Youth