Consultation on enhancing self-service

We sought your views on how Canadians should be able to change their plans quickly and easily without having to speak to a customer service representative.

Who was the focus of this consultation

We were looking to hear from anyone with an interest in making it easier to choose an Internet or cellphone service.

Key topics for discussion

We invited you to provide your comments on:

• What features could simple and convenient tools offer?
• How should these tools be made available to Canadians (e.g., online, through an app, automated phone call, or kiosk)?
• Should self-service tools fully replace current options, like talking to a customer service representative by phone or in person?
• How can we make sure these tools meet the needs of people with disabilities?
• How can we ensure privacy rules are followed if machine learning or artificial intelligence (AI) are used?
• Should there be a ban on fees for using these tools or other services?

Read the Notice of Consultation for more details.

What we learned

• Interventions (comments we received online, by mail and by fax)

Related information

• Protected by the Wireless Code
• The Internet Code: Protecting your rights

Date modified:

2025-03-12