Internet Code

The CRTC is taking action to address consumer complaints about Internet services.

Canadians rely on Internet services to connect with friends and family, to find jobs, pursue education and more.

As more Canadians are using Internet services and with complaints on the rise, a new code of conduct is being considered to ensure consumers’ interactions with their Internet service providers are clearer.

The Internet Code could:

  • establish consumer-friendly business practices;
  • require service providers to provide consumers with easy-to-understand contracts;
  • provide tools to consumers to avoid bill shock;
  • make it easier for consumers to switch providers to take advantage of competitive offers.

Consult the Internet Code Working Document to further explore what issues the Code could address.

Do you have an outstanding issue with an Internet service provider? Contact the Commission for Complaints for Telecom-television Services.


The comments received from Canadians and organizations through the two phases of the consultation will help us determine whether a code is needed and what it should include.

Social media consultation

From February 21 to March 4, we consulted Canadians via CRTC’s Facebook page about the creation of a possible Internet Code.

We wanted input from Canadians on the following questions:

  • Have you ever found it difficult to understand or get a copy of your Internet contract? What rules could have made this easier?
  • Have you ever been shocked by unexpected fees on your Internet bill? What rules could have helped prevent such a surprise?
  • Have you ever had a hard time cancelling your service or switching Internet service providers? What rules could have made switching easier?
  • Ever had unresolved issues with your Internet service provider? Do you know where and how to escalate a complaint? What rules could have made the process easier?

Consult the comments we received.

Notice of Consultation

Between November 9 and December 19, 2018 we consulted with Canadians, Internet service providers, and interested organisations to hear what they had to say about the proposed Internet Code.

Find all the comments we received.

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