Regulator Confirms Bell Canada Must Pay for RA Mistakes

Previously talkRA reported how slip-ups by Bell Canada’s revenue assurance program actually resulted in the company overcharging its customers. Now the Canadian Radio-television and Telecommunications Commission has issued its decision about what went wrong. The Commission confirmed that more than one customer was overbilled, although it was satisfied with the steps Bell Canada has taken to inform customers about the error and to reimburse them for it. You can read their full decision here.

My conclusion: sloppy revenue assurance cost Bell Canada a whole lot more than revenue leakage. They angered customers, damaged their reputation, and ended up spending a lot of money clearing up the mess they made. Of all functions, revenue assurance should take the lead and act with the utmost care and attention. Good RA is not just about boosting the bottom line – it is about setting an example for how everyone can run a better business. Bell Canada’s RA let their business down, and let the RA industry down too.

Eric Priezkalns
Eric Priezkalns
Eric is the Editor of Commsrisk. Look here for more about the history of Commsrisk and the role played by Eric.

Eric is also the Director of the Risk & Assurance Group (RAG), a global association of professionals working in risk management and business assurance for communications providers.

Previously Eric was Director of Risk Management for Qatar Telecom and he has worked with Cable & Wireless, T‑Mobile, Sky, Worldcom and other telcos. He was lead author of Revenue Assurance: Expert Opinions for Communications Providers, published by CRC Press. He is a qualified chartered accountant, with degrees in information systems, and in mathematics and philosophy.