GENERAL
Shaw Cable (Shaw) is an independent business that provides telecommunication services in Hamilton, Ontario and the surrounding area. We are dedicated to the idea that the best service companies clearly define what customers can expect from them. Here are Shaw’s commitments to its Customers:

The Canadian Radio-television and Telecommunications Commission (CRTC) regulates telecommunications and the distribution of television and radio signals in Canada. The requirements for providing a competitive local phone service are set out in Telecom Decision CRTC 97-8 which can be found at the CRTC website (www.crtc.gc.ca). Shaw adheres to the terms and conditions included in that Decision.

SHAW HAMILTON SERVICE AREA
Maps showing the areas where Shaw provides Cable Television, Internet, and Telephone service are available at the Company’s offices at 141 Hester Street in Hamilton, Ontario, Canada.

SHAW FACILITIES
Shaw will maintain or repair its facilities at its expense for normal wear and tear, except that Shaw may charge for any additional expense incurred when a customer requires maintenance or repair work to be performed outside of regularly scheduled working hours or that relates to facilities not owned by Shaw.

A customer may be charged for loss or damage to Shaw’s facilities or equipment whether caused by lack of reasonable care, wear and tear, or by incident beyond customer control.

OBLIGATION TO PROVIDE SERVICE
Shaw values every customer and will endeavor to provide service upon request. However, Shaw is not obligated to provide service to an applicant where:

1. Shaw would have to incur unusual expenses for which the applicant and Shaw cannot agree on payment;
   
2. The applicant owes amounts to Shaw that are past due, other than as a guarantor; or
   
3. The applicant does not provide a reasonable deposit or alternative required.

When Shaw does not provide service on application, it must provide a written explanation upon request.

SHAW’S RIGHT TO ENTER PREMISES
Shaw's agents and employees may, at reasonable hours, enter premises where service is or is to be provided in order to install, inspect, repair or remove its facilities and to inspect and perform necessary maintenance in cases of network-affecting disruptions involving Customer-provided equipment.

Prior to entry, Shaw will obtain permission from the Customer or other responsible person. Permission for entry is not required in cases of emergency or where entry is pursuant to a court order.

All Shaw employees and agents carry identification cards that clearly bear the name of the Company, the employee’s or agent’s picture and identification number. Customers should refuse admittance to anyone claiming to be a Shaw representative who does not have such a card.

BILLING POLICY INFORMATION
Bills for service will be produced in a single cycle once per month for the following month. In all cases, submitted bills are due by the 20th day of the month preceding the month of service.

Long distance and other usage charges are billed each month as close to the period of usage as practicable.

If Shaw fails to bill or under-bills, Shaw must correctly bill a Customer within one year of the date the charge was incurred. Customers may negotiate payment arrangements on disputed amounts, under reasonable circumstances, and Shaw will not charge a Customer interest on the full amount of any correction. These restrictions do not apply if the error was the result of an action or representation by the Customer.

If a customer is over-billed or paid for a charge that should not have been billed, Shaw will credit the Customer back to the date of the error, subject to legal limitations. If a Customer does not dispute a charge within one year of the date of an itemized statement that shows the charge, the Customer loses the right to have the excess credited for the period prior to that statement. Non-recurring charges that should not have been billed or were over-billed will be credited, provided the Customer disputes the amount within 150 days of the date of the bill.

Shaw will not suspend or stop service for a disputed amount unless there exists reasonable grounds to believe the dispute is to avoid or delay otherwise rightful payment. If service is stopped for non-payment of a Shaw bill to a Customer, reconnection charges will apply. If you are not satisfied with the handling of a dispute, please refer the matter to Shaw’s Customer Service Department for prompt action.

PAYMENT OPTIONS
Your bill can be paid by:

	Pre-Authorized cheque or pre-authorized credit card. (contact our office for details);
	Internet or telephone banking (bank or other service fees may apply);
	At most chartered banks, trust companies, credit unions, or ATM machines (bank or other service fees may apply);
	At our office at 141 Hester Street, Hamilton, using cheque, Interac, Visa, Mastercard, or by 24-hour drop-box at that address;
	or
	Mail: Send to-141 Hester St., Hamilton, ON, L9A 2N9.

Commissioner of Complaints and Telecommunications Services

SECURITY DEPOSIT POLICY
Security deposits in an amount of no more than three months’ charges (computed using estimated usage charges where applicable) are sometimes required. Deposits are generally required where:
A Customer has no credit history with Shaw and will not or cannot provide satisfactory credit information;
A Customer has an unsatisfactory credit rating with Shaw due to prior payment practices with the Company; or
A Customer or other circumstances present an abnormal risk of loss.

Shaw will inform you of the reason for requiring a deposit. As well, Shaw will advise you of the option to provide an alternative to a deposit, such as arranging acceptable third party payment, a bank line of credit or a written guarantee from a third person whose credit is established to the satisfaction of Shaw.

Deposits earn interest at the normal savings account rate at TD Canada Trust, calculated on the balance of the deposit and based on a simple annual rate. Interest will be credited to the account in December of each year or pro-rated to the date of refund of the deposit. In six-month intervals, Shaw will review the appropriateness of an amount on deposit and alternative arrangements. If conditions requiring deposit no longer are present, or when service is terminated, Shaw will quickly credit the deposit against your account or refund any monies owing, with interest, or return the guarantee or other undertaking, retaining only that amount required to meet any amount owed, or that will be owed as a result of the service(s), to Shaw.

LATE PAYMENT CHARGE
A late payment charge of 2% per month may be applied to accounts that have not been cleared by the payment due date printed on the invoice. The late payment charge will be reviewed and adjusted from time-to-time. Customers will be advised of any changes to the rate. Mailed payments and payments through other third party institutions will be credited on the date the payment is received by Shaw.

NSF CHEQUE AND DENIED CREDIT CHARGE
An amount will be charged each time a cheque is returned or a pre-authorized withdrawal or a credit card payment is denied for whatever reason.

PAYMENT TIME LIMT
Outstanding or unpaid charges are not considered past due until the next bill has been generated. In exceptional circumstances, prior to the normal billing date, Shaw may request payment from a Customer for non-recurring charges that have accrued. Shaw will provide an explanation for this request and with details regarding the services and charges in question. In such cases, the charges can be considered past due three days after they are incurred or three days after Shaw requests payment, whichever is the later date.

SHAW INITIATES SUSPENSION OR TERMINATION OF SERVICE(S)
Shaw promises to only suspend or terminate service when a customer:

1. Fails to pay an account that is past due, provided it exceeds $50.00 or has been past due for longer than 2 months;
   
2. Fails to provide or maintain a reasonable deposit or alternative when required to do so in accordance with Shaw's policy outlined above;
   
3. Fails to comply with the terms of a deferred payment agreement;
   
4. Repeatedly fails to provide the Company with reasonable entry and access at reasonable hours to install, inspect, repair and maintain, and remove its facilities, and to perform necessary maintenance in cases of network-affecting
   
   disruptions involving Customer-owned or provided facilities;
5. Uses or permits others to use any of Shaw’s services so as to prevent fair and proportionate use by others;
   
6. Uses or permits others to use Shaw services for a purpose or in a manner that is contrary to law or for the purpose of making annoying or offensive communications for the purpose of disrupting service to others;
   
7. Re-arranges, disconnects, removes, repairs or otherwise interferes with , except in cases of emergency, Shaw Telephone or other equipment;
   
8. Fails to provide payment when requested by Shaw; or
   
9. Fails to respond to attempts by Shaw to contact the customer when usage-based services, such as long distance, reveal unusual or abnormal use patterns or Shaw has reason to suspect fraudulent use of services.

Shaw will not suspend or terminate services when:

1. A customer fails to pay the account of another customer as a guarantor;
   
2. A customer is prepared to enter into a reasonable deferred payment agreement; or
   
3. There is a disputed amount that would cause suspension or termination, provided payment is made for undisputed outstanding amounts and Shaw does not have reasonable grounds for believing that the purpose of the dispute is to evade or delay payment.

Prior to suspension or termination of service, Shaw will provide reasonable advance notice, stating:

1. The reason for the planned suspension or termination and the amount owing (if any);
   
2. The scheduled suspension or termination date;
   
3. That a reasonable deferred payment agreement can be entered into (where the reason for action is nonpayment);
4. The reconnection charge
   
5. The telephone number of a Shaw representative with whom any dispute may be discussed; and
   
6. That unresolved disputes may be referred to a Shaw Manager.

In addition to the notice described above, Shaw will, at least 24 hours prior to suspension or termination, advise the Customer or a responsible person that suspension or termination is imminent, except where:

1. Repeated efforts to so advise have failed;
   
2. Immediate action must be taken to protect Shaw Cablevision from network harm resulting from Customer provided equipment or behaviour; or
   
3. The suspension or termination occurs by virtue of a failure to provide payment when requested and Shaw has reasonable grounds to believe that there is an attempt to defraud the Company or an exceptional risk of loss
   exists.

Except with Customer consent or in exceptional circumstances, suspension or termination will occur only on business days between 8 a.m. and 4 p.m., unless the business day precedes a non-business day, in which case disconnection will not occur after 12 noon.

Suspension or termination does not affect the Customer’s obligation to pay any amount owed to Shaw. Services that have been suspended or terminated will be billed on a daily pro-rated basis up to and including the day of suspension or termination. Shaw appreciates every Customer and will restore services without undue delay where the grounds for suspension or termination no longer exist. Reconnection charges may apply.

Where it becomes apparent that suspension or termination occurred in error, Shawwill restore services as soon as possible, during business hours on the next working day at the latest, unless exceptional circumstances do not permit this, and no reconnection charges will apply.

CUSTOMER INITITATED TERMINATION OR CHANGE OF SERVICES
Shaw is a competitive service provider. With high standards and a commitment to excellent service, the Company understands that its Customers always have the right to terminate or change services with Shaw.

Under special circumstances, a Customer may be obligated to reimburse Shaw for costs in lieu of honouring a minimum contract term. In no case will this remuneration be calculated using any rate that exceeds the normally-priced value of the product consumed by Customers or the quoted installation or other charges negotiated at the inception of service.

In most cases, termination of services will occur on the date requested by the Customer and the following will govern Shaw’s treatment of this termination or change:

1. The Customer will give Shaw reasonable notice to terminate or change services;
   
2. Shaw will charge the Customer for services and equipment up to the later of the effective date of termination and the date on which equipment has been returned to Shaw. In some circumstances, Shaw may not have the right or ability to pro-rate charges directly to the exact date of termination and such circumstances will be disclosed openly to the Customer when dates for termination of service are being determined;
   
3. The Customer will permit Shaw access to the Customer’s premise during regular business hours to remove equipment if required; and
   
4. The Customer agrees to return all equipment owned by Shaw to
   Shaw, including without limitation any software provided by Shaw. When circumstances require, the Customer will return or destroy any intellectual property belonging to Shaw as agreed between the parties.

LIMITED LIABILITY
ALL EQUIPMENT AND SERVICES ARE PROVIDED BY SHAW “AS IS” AND “AS AVAILABLE”, WITHOUT WARRANTY OF ANY KIND. SHAW DOES NOT WARRANT UNINTERRUPTED OR ERROR-FREE USE OR OPERATION OF THE EQUIPMENT OR SERVICES. SHAW DOES NOT WARRANT THAT ANY DATA OR FILES SENT BY OR TO THE SUBSCRIBER WILL BE TRANSMITTED IN UNCORRUPTED FORM OR WITHIN A REASONABLE PERIOD OF TIME. ALL REPRESENTATIONS, WARRANTIES, ENDORSEMENTS AND CONDITIONS OF ANY KIND, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, ANY WARRANTIES OF TITLE OR NON INFRINGEMENT AND ANY IMPLIED REPRESENTATIONS, WARRANTIES AND CONDITIONS OF FITNESS FOR PURPOSE AND MERCHANTABLE QUALITY AND THOSE ARISING FROM A COURSE OF DEALING OR USAGE OF TRADE, ARE HEREBY EXCLUDED.

LIMITATION OF LIABILITY

1. Unless otherwise specifically provided in this Agreement, Shaw will not be liable to the Customer or to any third party for any direct, indirect, incidental, special, punitive or consequential losses or damages, including loss of profits, loss of earnings, loss of business opportunities and personal injuries (including death), resulting directly or indirectly out of, or otherwise arising in connection with, the use of the Service by the Customer or any other use of the Equipment or Service, or otherwise in connection with this Agreement, including without limitation, any damage resulting from or arising out of the Customer’s reliance on or use of the Equipment or Services, or the mistakes, omissions, interruptions, deletion of files, errors, defects, delays in operation, transmission, or any failure of performance of the Equipment or Service, or any claim that the use of the Equipment or Services by the Customer or a third party infringes the copyright, patent, trade-mark, trade secret, confidentiality, privacy or other industrial or intellectual property rights or contractual rights of any third party.
   
2. The foregoing limitation of liability, and all other limitations and exclusions of liability in this Agreement, apply to the acts, omissions, negligence and gross negligence of Shaw, its officers, employees, agents, contractors or representatives, and apply in respect of any claims, losses, actions, demands, damages, suits or proceedings, whether based on breach of contract, tort (including negligence), infringement of patents, copyrights, trade secrets or other such rights, breach of a fundamental term, fundamental breach, strict liability or otherwise.
   
3. The Customer’s sole and exclusive remedies under this Agreement are as expressly set out in this Agreement. In no event shall Shaw’s liability under this Agreement exceed a refund, upon written request from Customer, of charges for the affected Service proportionate to the length of time a problem existed with such Service.
   
4. The Customer hereby agrees to indemnify Shaw, its suppliers, shareholders, officers, directors, employees and agents (for whom in this regard Shaw is acting as trustee and agent) from and against any and all claims, losses, actions, demands, damages, suits, proceedings, costs, expenses and liabilities, including legal fees, which may be made against, suffered or incurred by any or all of them arising out of or in connection with any improper or unauthorized use by Customer or third parties of the Equipment or Service, and any other breach by the Customer of this Agreement.

CUSTOMER LIABLITLY FOR CALLS AND USAGE
Shaw's customer is liable to Shaw for all calls originating at the customer’s telephone, regardless of who may originate such calls; as well the customer is liable for all calls received at the customer’s telephone, the charges for which are accepted by any person receiving such calls, regardless of who may accept such calls and charges. The same principal that applies to calls also applies to other usage of Shaw services such as Pay-Per-View programming purchased and Video-on-Demand programming consumed.

PRIVACY
Shaw Cablevision Ltd. is a diversified communications company that provides cable television, Internet access, digital telephone and data and other communications services to residences and businesses throughout much of the Hamilton and surrounding area.

Of necessity, Shaw requires certain personal information from customers in order to conduct its business. Such personal information is gathered and stored so the company can effectively provide services to its customers, whether the company already offers those services or contemplates offering them in the future. We want to assure our customers that Shaw Cablevision complies fully with the Personal Information Protection and Electronic Documents Act that took effect January 1, 2001.
Personal information is information about a particular individual. This includes information about the products and services you use. The term includes, but is not limited to name, address, telephone number, gender, credit rating and other information.

Shaw collects personal information only for the following purposes:

1. To establish and maintain business dealing with you as a Customer;
   
2. To understand and be able to offer you as a Customer competent and valuable levels of services;
   
3. To manage and develop our operations, including personnel and employment matters;
   
4. To meet legal and regulatory requirements.

Shaw will not use your personal information for any other purpose without your consent. We do not sell personal information to any other party and we require and expect any third party that does business with us treat personal information with the same care that we demand of ourselves.

If you would like to review the contents of your personal information on file with Shaw, please call our Customer Service Centre at (905) 389-1347. If you have questions about your privacy, feel free to come into our offices at 141 Hester Street, Hamilton, or you can e-mail us at privacy@mountaincable.net

SHAW INTERNET SERVICES – TERMS AND CONDITIONS GOVERNING ACCEPTABLE USE
The Service may be used only for lawful purposes. Transmission, distribution or storage of any material in violation of any applicable law or regulation is prohibited. This includes, without limitation, material protected by copyright, trademark, trade secret or other intellectual property right used without proper authorization, and material that is obscene, defamatory or constitutes an illegal threat. Shaw does not assume any responsibility for material available, transmitted, stored or otherwise accessible through the service.

Each Customer is responsible for ensuring that the use of all Shaw Services comply with this Policy. The Customer is fully responsible for any misuse of the Service even if the inappropriate activity was committed by another individual such as a friend, family member, guest, employee or customer with access to the Customer’s account. It is the Customer’s responsibility to ensure that no one gains unauthorized access to the Service. The Customer is solely responsible for the security of any device they choose
to connect to the Shaw network, including any data stored on that device. In particular, Shaw recommends against enabling file or printer sharing of any sort.

The Service may not be used to breach the security of another user or to attempt to gain access to any other person’s computer, software or data, without the knowledge and written consent of such person and may not be used in any attempt to circumvent the user authentication or security of any host, network, or account.

Prohibited activities include, but are not limited to:

1. Accessing data without express authorization of the owner;
2. Logging into or making use of a server or account you are not expressly authorized to access;
3. Probing the security of other computers/networks;
4. Forging any part of the TCP/IP packet header or any part of the header information in an e-mail or a newsgroup posting;
5. Facilitating a violation of this Policy; and 
6. Advertising, transmitting, or otherwise making available any software, program, product, or service that is designed to violate this Policy, which includes the facilitation of the means to spam.

Use or distribution of tools designed for compromising security, such as password-guessing programs, cracking tools, packet sniffers, or network probing tools, is prohibited. The Service may not be used to collect, or attempt to collect, personal information about third parties without their knowledge or written consent.

The Service may not be used to interfere with computer networking or telecommunications service of any user, host or network, by, without limitation, denial of service attacks, flooding of a network, overloading a service, improper seizing and abuse of operator privileges and attempts to “crash” a host. The transmission or dissemination of any information or software that contains a virus or other harmful feature also is prohibited. The Service may not be used to violate the rules, regulations, or policies applicable to any network, server, computer database, or web site that the Customer accesses or to violate another internet Service provider’s acceptable use policy and/or terms of service.

There may be content on the Internet or otherwise available through the Service which may be offensive to some individuals, or which may not be in compliance with all applicable laws and regulations. Shaw does not assume any responsibility for the content contained on the Internet or otherwise available through the Service. The Customer must assume the risk of accessing content through the Service, and Shawshall not have any liability for any claims, losses, actions, damages, suits or proceedings
arising out of or otherwise relating to access to such content. Adults may want to use a program capable of restricting access to sexually explicit material on the Internet if the Service is used by children. Content questions or complaints should be addressed to the content provider.

The Customer is solely responsible for any information that the Customer publishes on the web or other Internet service, including but not limited to content posted in the Customer’s Web Space. The Customer must ensure that any content that may be disseminated is appropriate for its intended recipient(s). Shaw reserves the right to refuse to post or to remove any information or materials, in whole or in part, that is unlawful, offensive, obscene, and defamatory or otherwise causes unnecessary stress on the Shaw network, its service and its resources, or other users.

The Service may not be used to indiscriminately send unsolicited, unwanted, irrelevant, or inappropriate messages, especially commercial advertising in mass quantity (Spam). Other prohibited electronic mail activities include, but are not limited to:

1. Posting a single message, or messages similar in content, to more than nine online forums or newsgroups;
   
2. Posting messages to online forums or newsgroups that violate the rules of the forums or newsgroups;
   
3. Collecting the responses from unsolicited E-mail regardless of whether or not the mail was sent via the Shaw network;
   
4. Sending any unsolicited E-mail that could be expected, in Shaw’s discretion, to provoke complaints;
   
5. Sending E-mail with charity requests, petitions for signature, or any chain mail related materials;
   
6. Sending unsolicited E-mail without identifying in the E-mail a clear and easy means to be excluded from receiving additional E-mail from the originator of the E-mail;
   
7. Continuing to send messages to anyone that has expressly requested not to receive messages from the sender;
   
8. Sending messages which disrupt another Internet user’s equipment - including software, hardware, and user display, or hindering other users in their access to, and use of, the Service;
   
9. Forging, altering or removing electronic mail headers;
   
10. Spoofing, forging, or using another user’s identity or network address while participating in chat sessions;
    
11. Performing any “flooding” activities. Flooding is defined as deliberately repeating actions in quick succession in order to fill the screens of other Internet users with text;
    
12. Using automated programs, such as “bots” or “clones” when the Customer is not physically present at the device.

By using Shaw’s servers, the Customer consents to anti-spam and anti-virus filtering by Shaw.

Shaw is not responsible for the forwarding of E-mail sent to any account that has been discontinued, suspended or terminated. Such E-mail will be returned to sender, ignored, deleted, or stored temporarily at Shaw’s sole discretion.

Shaw reserves the right to discontinue access to any Usenet newsgroup at any time for any reason.

Any IP address assigned by Shaw is the property of Shaw at all times. Shaw's Customers are issued dynamically assigned IP addresses that can change any time at the discretion of Shaw without prior notice. Shaw assumes no liability whatsoever for any claims, damages, losses or expenses arising out of or otherwise relating to any change in IP Addressing.

Customers shall comply with the bandwidth, data storage and other limitations associated with their Service plan, as amended from
time to time by Shaw at its sole discretion. Business Customers and other special accounts can review the current bandwidth, data storage and other limitations related to their account by contacting Shaw sales and support personnel at any time.

Shaw Customers may not resell, share, or otherwise distribute the Service or any portion thereof to any third party without the written consent of Shaw.

Although Shaw has no obligation to monitor the Service and/or the network, Shaw reserves the right to monitor bandwidth, usage, and content from time to time to operate the Service; to identify violations of this Policy; and/or to protect the network and Shaw Customers.

Shaw prefers to advise Customers of inappropriate behaviour and any necessary corrective action. Any such correspondence will be sent to the primary contact mailing or E-mail address attached to the account. Shaw, in its sole discretion, may take any actions deemed appropriate to preserve the integrity of its network and the service. Such actions include, but are not limited to, temporary or permanent removal of content, cancellation of newsgroup posts, discontinuing access to any Usenet newsgroup, filtering of Internet transmissions, and the immediate suspension, discontinuance, limitation or termination of the Service. Shaw will not incur any liability for any such response or actions.

Shaw reserves the right to investigate suspected violations of this Policy, including the gathering of information from the user or users involved and the complaining party, if any, and examination of material on Shaw’s servers and network.

Shaw may cooperate with law enforcement authorities in the investigation of suspected violations to any applicable law, regulation, public policy or order of a public authority have jurisdiction. Such cooperation may include Shaw providing the Customer’s username, IP address, or other identifying information based on reasonable evidence and/or receipt of warrant. Upon termination of an account, Shaw is authorized to delete any files, programs, data and E-mail messages associated with such account. Shaw, in its sole discretion, will determine what action will be taken in response to a violation on a case-by-case basis. Violations of this Policy may also subject the account holder(s) to criminal or civil liability.

SHAW TELEPHONE – TERMS AND CONDITIONS INFORMATION AVAILABLE
Aside from maps and/or information that detail service areas and free calling zones, Shaw will always maintain the following information readily available for the public:

1. Details of all service options and pricing;
   
2. Details of all applicable service charges, including installation charges; and
   
3. Details of Long Distance Plans and pricing and Customer options regarding variable and usage charges.

TELEPHONE NUMBERS
Customers do not have any property rights in telephone numbers assigned to them. Shaw may change such numbers, provided it has reasonable grounds for doing so and has given reasonable advance written notice to the Customers in question, stating the reason and anticipated date of change.

TELEPHONE DIRECTORY
In accordance with CRTC requirements, Shaw makes names, addresses and telephone numbers available to publishers of paper and electronic directories. Your listing can be removed from such lists by requesting a non-published number. Telephone directories are published by third party companies. Shaw will maintain directory listing information as requested by a Customer. Where Shaw does not directly control cut-off dates for publication of listings, the Company does not guarantee that changes will
necessarily be reflected in all published directories. In the case of errors or omissions in published directories, Shaw's liability is limited to a refund or cancellation of any charges initiated by Shaw associated with such listing for the period during which the error or omission occurred.

NON-PUBLISHED NUMBERS
Non-published numbers do not appear in telephone directories and are not available from Directory Assistance Operators. Nonpublished numbers are included in the emergency 9-1-1 database.

EMERGENCY 9-1-1 SERVICE
Shaw is directly connected to the E 9-1-1 system. A 9-1-1 call is directly routed to the Public Service Answering Point (PSAP). Digital Telephone service with Shaw is delivered through a device called an Embedded Multimedia Terminal Adapter (EMTA); the EMTA is professionally connected by Shaw at the time of installation. If necessary, a 911 PSAP dispatcher will cause emergency responses from fire, police, and/or ambulance to be dispatched to the address given to Shaw by the customer at the time telephone service is ordered. To ensure appropriate 911 responses (and for other technical reasons), the customer must heed the warning label on the EMTA stating the device should not be disconnected or moved without calling Shaw at (905) 389-1393.

SPECIAL NEEDS SERVICES
Shaw provides Message Relay Service through Allstream. This service is available for the hearing impaired and can be accessed by dialing 7-1-1. TDD users complete calls in the same way they always have. Service is available 24 hours a day.

CONTACTING SHAW
There are a number of avenues whereby a customer can reach us:

	Web access:	www.mountaincable.net
	Telephone:	905-389-1347 (customer care) 905-389-1393 (technical support)
	E-Mail:	info@mountaincable.net
	Via mail	Shaw Cable
		141 Hester Street
		Hamilton, ON L9A 2N9

Our goal is to meet and to exceed your expectations.  We welcome opportunities to improve our service.

If you are not satisfied with our response to any issue, you may contact the Canadian Radio-television and Telecommunications Commission (CRTC). This agency of the Government of Canada is independent of Shaw and regulates the activities of companies like Shaw which offer telecommunications services to the public.

The CRTC address is:
      The Secretary General
      Canadian Radio-television and Telecommunications Commission
      Ottawa, ON  K1A 0N2

We would ask you to copy us on any correspondence with the CRTC concerning our services at one of the addresses above.