Hi Karen, The CRTC is a cruel joke for consumers. It's far too industry-friendly and has allowed Robellus to get away with awful shenanigans and anti-competitive behavior for decades. While it offers a path to complain, <https://crtc.gc.ca/eng/phone/plaint.htm> I would not expect such a complaint to be answered in a timely manner or to your satisfaction.
I fully agree with Don that this is a human rights issue, and following that path will likely achieve better results than fighting Bell on their turf. The Canadian Charter of Rights and Freedoms <https://www.justice.gc.ca/eng/csj-sjc/rfc-dlc/ccrf-ccdl/rfcp-cdlp.html> is pretty explicit about prohibiting penalizing people because of physical disability: *Equality rights are at the core of the Charter. They are intended to > ensure that everyone is treated with the same respect, dignity and > consideration (i.e. without discrimination), regardless of personal > characteristics such as race, national or ethnic origin, colour, religion, > sex, age, or mental or physical disability, sexual orientation, residency, > marital status or citizenship. * > You are receiving neither respect, dignity nor consideration from Bell (and in this case, Teksavvy acting as Bell's reseller). As such I think you have a strong case, but IANAL. You have two channels to go, the Canadian Human Rights Act and the Accessible Canada Act. I think the latter offers a better and faster process here; the Accessible Canada Act explicitly applies to regulated telcos, of which Bell certainly is one. The Canadian Human Rights Commission maintains (and is supposed to enforce) a Duty to Accommodate <https://www.chrc-ccdp.gc.ca/en/about-human-rights/what-the-duty-accommodate> that I believe applies here completely. And it provides a PDF called "Tools for Individuals" <https://www.chrc-ccdp.gc.ca/sites/default/files/publication-pdfs/discrimination_2020_eng.pdf> that detail forms of non-compliance with the two Acts and how to proceed with formal complaints. Ontario also has its own human rights commission, but the federal path is likely recommended since Bell is a federally-regulated entity. However, Ontario offers a benefit in the Human Rights Legal Support Centre, <https://hrlsc.on.ca/homepage/> that may assist with your complaints process and give infinitely better advice than I have offered above. Apologies if I have stated the obvious or indicated paths that have already been tried unsuccessfully. Evan Leibovitch, Toronto Canada @el56
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