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ASL – Summary of the Notice of Consultation on harmonizing the consumer protection codes (1 of 12)

Video is also available in Langue des signes québecoise (LSQ).

LSQ

Video Transcript

Through its Consumer Protections Action Plan, the Commission is working to help protect and empower Canadians in their dealings with Internet, wireless phone, home phone, and television (collectively, communications) service providers.

The Commission currently has four consumer codes of conduct to help guide the relationship between providers of communications services and their customers. These codes apply to home phone services (the Deposit and Disconnection Code), wireless phone services (the Wireless Code), television services, such as cable services (the Television Service Provider Code), and Internet services (the Internet Code) [collectively, the Codes]. The Commission for Complaints for Telecom-television Services Inc. (CCTS) administers and uses the Codes to help resolve customer complaints.

The Codes help prevent Canadians from receiving a sudden and unexpected increase in monthly bills, also referred to as bill shock, and make it easier for customers to understand their service contracts and switch providers. The Commission’s monitoring has shown that the Codes have contributed to improved consumer experiences with service providers. However, because the Codes were put in place at varying times and in different contexts, the consumer protections are not consistent across communications services, even though many Canadians purchase services as bundles. This can be confusing for customers and administratively burdensome for service providers to manage and for the CCTS to administer.

In this proceeding, the Commission is looking to make the consumer protections for communications services clearer and more consistent by combining them into a unified Code (the Consumer Protection Code), while reducing administrative burden. As part of this proceeding, the Commission will hold a public hearing in Gatineau, Quebec, beginning on 30 November 2026.

To guide interested persons in making their submissions, the Commission has included a Consumer Protection Code Working Document in Appendix 1 to this notice. It is intended to provide a possible model for the harmonized Code and to stimulate discussion and debate. A complete list of questions can be found in Appendix 2 to this notice. Information on how to participate in this proceeding or submit views through the CRTC Conversations online engagement platform can be found in the “What you need to know to participate in this proceeding” section of the notice.

The Commission will accept video interventions in ASL and LSQ for this proceeding.

A summary of this notice of consultation is available in the following languages: Anishinaabemowin (Eastern and Western Ojibway), Dëne Sųłıné (Chipewyan), Innu-Aimun (Innu), Michif, Mikmaq (Mi’kmawi’simk), Plains Cree (paskwâwinîmowin), and South Baffin Inuktitut (Qikiqtaaluk nigiani). Interested persons can also submit interventions in these languages.

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The Commission is looking to make the consumer protections for communications services clearer and more consistent by combining them into a unified Code.

This video in sign language shows the content of the summary section in the Broadcasting and Telecom Notice of Consultation.

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