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According to legal experts, Rogers Communications Inc.’s move to provide customers with the equivalent of a five-day service following a major network outage last week is “totally inadequate.”
Richard LeBlanc, a professor of governance, law and ethics at the University of York, said: In an interview on Wednesday.
LeBlanc explained that the damage would be more widespread because he couldn’t pay, had no sales, couldn’t meet, couldn’t work, and couldn’t run the business completely.
Rogers announced in a statement posted on Twitter on Tuesday that it is a “first step” in regaining customer trust.
“They keep the door open to do more and show good intentions as the first step, but that’s minimal,” Leblanc said.
In a statement, Rogers said he was listening to customers from all over the country and was aware of how significant the impact of the outage was for them.
Rogers’ wireless and Internet customers were left unserviced in an outage that began early Friday morning, leading to widespread confusion. The outage affected not only 911 services, but also financial networks and other important services.
According to the company, the turmoil that shut down mobile and internet services across the country occurred after a core network maintenance update and some routers malfunctioned.
As a next step, Leblanc believes Rogers needs to consider tailoring compensation strategies that are better suited to individual, home, and corporate customers. This is because the overall “damage is not equal”.
Rogers is a customer of Montreal-based LPC Avocat Inc. that has contracts with Rogers, Fido Mobile, Chatr Mobile that were not serviced on Friday or Saturday, and “during that period, due to suspension of their own. In Quebec, where I couldn’t interact with the device or execute transactions.
Sai Yuka, a lawyer at the Public Interest Advocacy Center (PIAC), said consumers deserve to speak out about what constitutes fair compensation in the event of a major power outage.
PIAC has requested the Canadian Radio and Television Communications Commission (CRTC) to hold public consultations on how carriers should treat their customers in the event of a service outage.
“This hearing needs to set industry-wide rules for baseline emergency planning, notification and refund requirements, and other protection for both retail and wholesale customers,” Sai said. I am.
For small businesses, five-day repayments “are likely not enough to make up for lost income,” said Jasmine Genet, vice president of national affairs at the Canadian Federation of Independent Enterprises (CFIB). Stated.
Rogers needs to indemnify the company with a one-month free service, he added.
On Tuesday, CRTC asked Rogers to provide a detailed description of the outage, including why and how the outage occurred by July 22, and what steps are being taken to prevent a recurrence.
Federal Industry Minister François Philippe Champagne met with Rogers CEO Tony Stafieri and heads of several other telecommunications providers on Monday to agree on emergency roaming and a “mutual support” framework in the event of a power outage. I instructed to make a crisis plan such as. A communication protocol for “providing better information to the public and authorities in the event of a telecommunications emergency.”
Staffieri announced an updated apology on Wednesday afternoon.
“We couldn’t tolerate a network outage last Friday. Simply put, we couldn’t fulfill our promise to be Canada’s most reliable network,” he wrote on the company’s website.
The CEO said the company needs to “get things right.”
“You have my personal commitment to make all the necessary changes and investments to prevent Rogers from happening again.”
Adena Ali
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