Your Consumer Rights for Mobile Phones (The Wireless Code of Conduct)

Every Canadian with a mobile plan is protected by the Wireless Code. It explains your consumer rights and the rules your provider must follow. We created the Code to make it easier for you:

  • to understand your mobile plan
  • to change providers
  • to prevent bill shock
  • to return your cellphone if you are unhappy with your service
  • and more!

Your Consumer Rights

Read the simplified Wireless Code to learn more about your rights. You can also learn more about why the CRTC created the Wireless Code in 2013 and what changes were made as a result of a review of the Code in 2017.

Have a Question or a Complaint?

Question: If you have a question regarding the Wireless Code, please visit our support center.

Complaint: Do you have a complaint that you have not been able to fix with your provider? Do you think your provider is not following the rules in the Code?

Contact the CCTSFootnote 1. They take your complaints about your mobile plan and the Wireless Code (and read their Guide to making a complaint).

What the CRTC’s Wireless Code Means for You

No cancellation fees after 2 years

You can cancel your contract after 2 years with no cancellation fees – even if you have agreed to a longer term.

Limit on data & roaming charges

Extra data charges and data roaming charges are capped to prevent bill shock.

The account holder, by default, is the only one who can consent to data overage and data roaming charges beyond the established limits, or authorize another user to do so.

Unlocked cellphones

Mobile devices unlocked free of charge, upon request, and all newly purchased devices unlocked.

Trial period

You can return your cellphone within 15 days, without penalty, if you are unhappy with your service. Use up to half of your allowed monthly usage during the trial period.

Persons with disabilities:  You can return your cellphone within 30 days, without penalty, if you are unhappy with your service. Use up to 100% of your allowed monthly usage during the trial period.

Clear language

Your contract and related documents must be provided to you in plain language.

If you feel your Wireless service provider is not following these rules, contact them directly. If you’re not satisfied with the answer, contact the CCTS.

PDF version


Results of the Code

Public opinion surveys

We have asked Canadians about their mobile plans and experience with wireless service providers, each year, since the Wireless Code was created. Here's what we found:

Ensuring providers follow the rules

Each year the Commission for Complaints for Telecom-television Services reports publicly on all consumer complaints about the Wireless Code. These reports list the types of complaints that have been resolved and what steps were taken to resolve them. Read their annual and mid-year reports.

We made all providers report publicly on their compliance to ensure they were following the rules. You can read the results in the Implementation Report Card [PDF] which is based on the providers’ Compliance Reports.

The CRTC has also commissioned a report by Deloitte LLP to provide an overview of the collection and use of Canadians’ Personal Information (PI) by Wireless Service Providers (WSP) and third party entities. The report aims to:

  • Contribute to the CRTC’s overall understanding of current and emerging privacy issues in the wireless market, in support of furthering the goals of the Telecommunications Act; and
  • Assist the CRTC with its review of the Wireless Code, a mandatory code imposed as a condition of service on WSPs pursuant to section 24 of the Telecommunications Act, by providing insights as to how the Wireless Code is meeting its objectives with respect to its privacy provisions.

Clarifying the Code

Providers have asked us to clarify some parts of the Code. To learn more about these clarifications, read the CRTC Decisions related to the Wireless Code.

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