Quality of Service

The Canadian Radio-television and Telecommunications Commission (CRTC) sets quality of service standards for service provisioning, repair service, local telephone access service, directory assistance, and complaints for both residential and business telephone customers. SaskTel tracks its performance on each quality of service indicator and files a report with the CRTC four times a year.

If the service provided fails to reach its quality of service standard for three consecutive months SaskTel must file a report with the CRTC that explains why the standards were not met and how the results are going to be improved.

Customers will be credited with a rebate each year if the quality of service provided falls below the standard for anyone indicator over either five-calendar months, or below standards for a 12-month average. The amount of the rebate is determined by the number of quality of service indicators that do not meet minimum standards from January to December of any one year.

For more general information on Quality of Service standards, visit the CRTC website at: www.crtc.gc.ca/ENG/publications/reports/8660/8660.htm

Monthly Retail Results and Exclusion Applications

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