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 consumer rights. You can also read the entire Regulatory Policy to learn more about why the CRTC created the Wireless Code.

Make a 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).

A review of the Wireless Code is underway

We created the Wireless Code three years ago based on input from Canadians like you.

We are reviewing the Wireless Code to make sure it is effective. Our goal is to improve the rules service providers must follow (if needed).

Our first online discussion forum is now closed. A transcript of the discussion is available on the CRTC website. If you missed your chance to comment, you’ll have another opportunity to participate in the second online discussion scheduled to be held from February 6 to 14, 2017.

We will consider all comments, including yours, when we decide whether the Wireless Code needs to be improved.

Results of the Code

Public opinion surveys

We have asked Canadians about their mobile plans each year since the Wireless Code was created. Here's what we found:

Ensuring providers follow the rules

Each year the Commissioner for Complaints for Telecommunications 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.

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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