Telus-owned Public Mobile has responded to complaints filed with the Commission for Complaints for Telecom-Television Services (CCTS) regarding its decision to end its legacy rewards program and transition to its newer Public Points.
Numerous Public Mobile customers, upset with the company’s decision, filed complaints with the CCTS. Public Mobile filed an objection to these complaints, which were rejected by the CCTS.
iPhone in Canada readers have shared with us the latest in regards to their CCTS complaints over the loyalty program ending. Public Mobile maintains that the issue falls outside the jurisdiction of the CCTS.
“Public Mobile has received the CCTS’s rejection of our objection, but our stance remains unchanged that this issue should not fall under the purview of the CCTS,” said the letter seen by iPhone in Canada.
Public Mobile argues that the rewards program is a loyalty initiative, not a telecom service, and thus is not subject to CCTS oversight. The company cites Section 3.1 of the CCTS Procedural Code, which excludes pricing and policy changes from CCTS complaints.
The prepaid carrier also asserts its right to change the rewards program with adequate notice, referencing terms that allow for such changes with 30 days’ notice. Customers were notified of the switch via text message and community announcements, with changes set to take effect on May 1, 2024.
The new Public Points program, introduced in January 2022, allows subscribers to earn points that can be redeemed for bill credits, additional service features, or contest entries. “Flexibility: The Points program offers customers the flexibility to choose how they want to use their points,” the company explained.
But in reality, the old Rewards program and its referral payout offered more benefits to Public Mobile subscribers to save on their monthly bills. The new Public Points program means customers get a smaller discount per month and end up paying more for their plan.
The Public Mobile forums have blown up over the ending of the legacy Rewards program, as discussion has gone out of control, now at over 5,600 replies and counting.
Despite some customers being upset, Public Mobile claims the transition will provide a more consistent and valuable experience.
“While some customers have complained about this change, their perceived disappointment with the Public Points program is not a valid basis for a CCTS complaint,” writes the Telus regulatory advisor. The company has requested that the CCTS accept its objection to the complaint and conclude the matter immediately.
Public Mobile customers are being told to respond to the CCTS by email or phone to either accept or reject the Telus explanation. Should customers reject it, then the CCTS would move to the next step of the process to investigate the complaint.
Did you file a complaint with the CCTS over the Public Mobile rewards program change? What is the status of your complaint? I can’t imagine how many people are going to use ChatGPT to come up with a reply to the Telus letter.
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I didn’t bother to file a complaint because nothing will happen. I just voted with my dollars and ported out all 4 lines.
I had Fido increase my bill by $5 a month without properly informing me. The only place they mentioned it was on a single bill, but only in the PDF version of the bill in one small spot on a 10+ page PDF. I've never in my whole time being there had a need to access the PDF version of the bill. If the price is the same as usual, why would I waste my time?
Of course they have no problem sending multiple promo texts every month and emails. But apparently notifying you of something important is hidden away.
Well I filed a complaint and Fido tried to call me to give me a "deal". I said no to it and went further with the claim. Eventually Fido contacted me again and gave me a better deal with no stipulations about the pricing expiring after x years. So often times these claims you don't need to actually take all the way to the end. Just enough to have it not be worth the companies time/money. They'd rather settle with you and pay far less than spending man-hours fighting you.
Even if you end up switching away from the company after, I think it helps send a message. It's a stronger message if more people do it.
I personally did end up switching phone providers soon after anyway. And now I'm on Public Mobile. Though I joined after they had changed the rewards program so I don't have any skin in the game here.
I didn't bother to file a complaint as assumed it would change nothing. I let my $ speak for me and my sister, we both left and actually found a much better deal at Fizz that works for us, so paying quite a bit less per month than we were at PublicMobile. Never would have made the change otherwise, if this hadn't happened.
Changing to Fizz has been great for me. Less than $20/mth for the options I chose. Use my Fizz code to get $25 off: 47GWC
I filed the complaint, and CCTS contacted me.
I was backed into a corner to accept that CCTS has no power in this matter and I begrudgingly agreed to resolve my complaint.
Due to my usage patterns and their new US/Canada plan, I have stuck with them for now.
The other members of my family has moved to Fizz and I have lost my referral bucks from those accounts.