This report examines the conduct of service providers in Canada who have begun to charge consumers for a paper bill and the impact of these practices on consumers. The report recommends the elimination of fees for paper billing. As part of the report, PIAC collected the views of consumers through the analysis of a telephone survey that found the following:
•74% of Canadians surveyed disapproved of the practice of charging people extra for a paper bill or statement.
•71% approved of offering consumers a discount to those who opt for electronic billing.
•83% of respondents believe receiving a paper bill in the mail without having to pay an extra fee is part of the company’s cost of doing business.