Telecom - Secretary General Letter addressed to the Distribution List

Ottawa, 5 November 2024

References: 1011-NOC2016-0293, 1011-NOC2019-0309

BY E-MAIL

Distribution List

Subject: Reminder on the application of the Wireless Code to device financing plans

Good afternoon,

The purpose of this letter is to remind service providers of their obligations under the Canadian Radio-television and Telecommunications Commission’s (CRTC) Wireless Code (the Code), which guides the relationship between customers and their service providers.

As you know, every Canadian with a cellphone plan is protected by the Code. It is administered by the Commission for Complaints for Telecom-television Services (CCTS) and sets out the rights of consumers as well as rules that service providers must follow. These rules include specific provisions for device financing plans and early cancellation fees.

The CRTC recognizes that device financing plans continue to evolve and that rental plans are relatively new. Following the recent introduction of rental plans by service providers, approximately 10% of Canadians now report renting their mobile deviceFootnote1 . However, not all customers may be aware that they opted into a device rental plan and may be surprised they have a balance to pay to keep their device once their contract ends.

The CRTC reminds service providers that the same protections apply to all types of device financing plans, including rental plans. Specifically, financing plans must comply with the protections of the Code, which include limits on early cancellation fees and a requirement that these fees be clearly communicated to customers. The CRTC also reminds service providers that where rental plans and service plans are linked, they must abide by the Code in the same way as any other device financing planFootnote2.

The CRTC will continue to monitor rental plans and will take further action if the Code is not followed.

If you have any questions, please contact Nanao Kachi, Director, Social and Consumer Policy at nanao.kachi@crtc.gc.ca

Sincerely,

Marc Morin
Secretary General

c.c.: Scott Hutton, Vice President, CRTC, scott.hutton@crtc.gc.ca
Nanao Kachi, Director, CRTC nanao.kachi@crtc.gc.ca
Guillaume Leclerc, Senior Policy Analyst, CRTC guillaume.leclerc@crtc.gc.ca

Distribution List

Bell Canada, bell.regulatory@bell.ca;
Brooke Telecom, geoff@brooketel.ca;
Bruce Telecom, Regulatory@brucetelecom.com;
Commission for Complaints for Telecom-Television Services (CCTS), howard.maker@ccts-cprst.ca;
Bragg Communications Inc., carrying on business as Eastlink, Regulatory.Matters@corp.eastlink.ca;
Wightman, regulatory@corp.wightman.ca;
Execulink, martha.facey@execulink.com;
Hay Communications Co-operative, a.lawrence@hay.net;
HuronTel, ryan.mcclinchey@hurontel.on.ca;
Ice Wireless, regulatory@icewireless.com;
Iristel, regulatory@iristel.com;
Mornington, knaylor@mornington.ca;
Mornington, lhallahan@mornington.ca;
Quadro, regulatory@quadro.net;
Videotron, regaffairs@quebecor.com;
Rogers Communications Canada Inc., rwi_gr@rci.rogers.com;
SaskTel, document.control@sasktel.com;
Sogetel, richard.biron@sogetel.com;
Tbaytel, stephen.scofich@tbaytel.com;
Tuckersmith Communication Cooperative, regulatory@tccmail.ca;
TELUS Communications Inc., regulatory.affairs@telus.com;
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