Communications sector retail sales practices review – Secret Shopper Project
Solicitation number CRTC 25-0068
Publication date
Closing date and time 2025/09/12 15:00 EDT
Last amendment date
Description
The CRTC is seeking to engage a Contractor that can collect high quality data using reasonable and believable
scenarios. The project must use a mixed-methods research design that gathers both quantitative and
qualitative data from secret shoppers about how telecommunications and broadcasting products and/or
services (jointly referred to as Communications Services) are sold.
The purpose of the Secret Shopper Project is to gather factual information to further inform the CRTC’s ongoing
assessment of misleading or aggressive sales practices and the priority setting of solutions identified in the
CRTC’s Report on Misleading or Aggressive Communications Retail Sales Practices, as well as to measure
compliance with the industry codes of conduct created by the CRTC.
To ensure consistency in methodology from year to year, this Secret Shopper Project is to continue the secret
shopper work undertaken on behalf of the CRTC in 2019-2020 and 2021-2022. That is, to provide yearly insights
to the CRTC from a nationwide secret shopper exercise examining the sales practices of Canada’s largest
communications service providers (Service Providers). The CRTC requires a Contractor to design and
implement this Secret Shopper Project while operating within the CRTC requirements as set out in this
Statement of Work.
Contract duration
The estimated contract period will be 60 month(s), with a proposed start date of 2025/10/01.
Trade agreements
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North American Free Trade Agreement (NAFTA)
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Canada-Chile Free Trade Agreement (CCFTA)
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Canada-Peru Free Trade Agreement (CPFTA)
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Canada-Colombia Free Trade Agreement
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Canada-Panama Free Trade Agreement
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Canada-Honduras Free Trade Agreement
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Canada-Korea Free Trade Agreement (CKFTA)
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Canadian Free Trade Agreement (CFTA)
Reason for limited tendering
A contracting officer can use limited tendering for specific reasons outlined in the applicable trade agreements. The reason for this contract is described below:
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None
Partner with another business
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Businesses interested in partnering for this tender opportunity:
Note: Information may not be available in both English and French. This is because the Official Languages Act does not apply.
Contact information
Contracting organization
- Organization
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Canadian Radio-Television and Telecommunications Commission (CRTC)
- Address
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1 Promenade du Portage
Gatineau, Quebec, K1A0N2Canada
- Contracting authority
- Nicole Fortin
- Phone
- (343) 991-4066
- Email
- Approvisionnements-Procurements@crtc.gc.ca
Bidding details
| Document title | Amendment no. | Language | Unique downloads | Date added |
|---|---|---|---|---|
| 25-0068 - Amendment 1 - EN.pdf | 001 | EN | 12 | 2025/08/29 |
| 25-0068 - Amendment 1 - FR.pdf | 001 | FR | 1 | 2025/08/29 |
| NPP (EN).pdf | 001 | EN | 20 | 2025/08/11 |
| NPP (FR).pdf | 001 | FR | 3 | 2025/08/11 |
| 25-0068 - Communications sector retail sales practices review - Secret Shopper Project.pdf | 001 | EN | 33 | 2025/08/11 |
| 25-0068 - Examen des pratiques de vente au détail du secteur des communications - Projet de client mystère.pdf | 001 | FR | 2 | 2025/08/11 |
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