Commission for Complaints for Telecom-television Services

The letter · 23 September 2026

Re: Re: COMP-01407916-PF - Notice of Extension Request CCTS:[number]

Hello,

Your email of 23 September 2026 extends the time for Freedom Mobile to respond to COMP-01407916-PF to 4 October 2026 under Section 19.1 of the Procedural Code. Its subject line calls it a Notice of Extension Request. A request has a maker, a date and a reason. Your email gives none of the three.

Send me the following:
1. The date on which Freedom Mobile asked for the extension.
2. The reason Freedom Mobile gave.
3. A copy of the request.
4. The ground on which the CCTS granted it.

Freedom Mobile now holds two positions at once. On 14 September 2026 Freedom Mobile objected under Section 10.1 and told the CCTS not to hear this complaint. On or before 23 September 2026 Freedom Mobile asked the CCTS for 10 more days to answer it. A provider that says a complaint is outside your process does not need 10 more days to answer it inside your process. Freedom Mobile cannot hold both. Tell me which position Freedom Mobile has dropped, and give me the decision on the objection.

The Objection Letter was requested on 15 September 2026. It has not arrived. Send it.

Freedom Mobile has already had its time. Freedom Mobile's Executive Office wrote to me on 11 and 12 September 2026 and has written nothing since. Four requests from 12 and 13 September 2026 remain unanswered: the porting records for 31 July 2026, the refusal codes returned on that request, the date and method of the notice that the transfer had been cancelled, and the billing for 31 July to 29 August 2026. That is 11 days of silence to me and a request for 10 more days to you. Freedom Mobile cancelled the transfer on 31 July 2026 and told me nothing for 6 weeks. The clock is now being used the way the silence was used.

Section 15.1(b) is the answer to that. Use it. Require Freedom Mobile to produce, by 4 October 2026:
1. All port-out and port-in records for the number from 31 July 2026, including every refusal or error code returned.
2. The date, time, channel and address to which Freedom Mobile sent any notice that the transfer had been cancelled, and the record showing delivery of that notice.
3. The internal procedure Freedom Mobile applies when a transfer fails, and the step in it that requires the customer to be told.
4. The billing records for the account from 31 July to 29 August 2026 and the record of its closure.

Confirm 3 things in writing:
1. That 4 October 2026 is final and that no further extension will be granted.
2. That a failure by Freedom Mobile to provide a valid response by that date moves COMP-01407916-PF to investigation.
3. The date on which the objections team will decide the Section 10.1 objection.

Answer by 30 September 2026. A regulator that extends a provider's time and will not say on what ground has decided something about this complaint without telling the complainant. That refusal goes into the record of this file, and into the record I place before the Commissioner and before the CRTC.

Respectfully,
Danilo Dzyuban
Ottawa, Ontario [postal code]