Cable and internet services provider class action

On January 14, 2019, a sub-group of consumers instituted proceedings in the Superior Court of Quebec to obtain permission to bring a class action against a cable and internet services provider regarding the alleged breach of the Consumer Protection Act and the Civil Code of Québec, stemming from a transition to a new customer management system which allegedly led to billing errors and service problems.

On December 5, 2019, the Superior Court of Quebec authorized the class action for the following class:

“All individuals who were residential customers of [the cable and internet services provider]. Between April 1, 2018, and October 22, 2019, who had billing problems in connection with the Internet, television and/or residential telephone services rendered, and/or were deprived of those services between the same dates”.

KPMG was appointed as the claims administrator by mid-2020. The administration concluded in 2021.

KPMG supported approximately 20,000 class members through the following activities:

• Design and management of a bilingual website
• Bilingual notice and communication campaign
• Claims period management (60 days)
• Settlement fund distribution via cheques
• Ad-hoc reporting to parties
• Claims administrator reporting to the court