Internet Code

Consumer protections are in place for wireless and television services and, starting January 31, 2020, new safeguards will be introduced for Internet services thanks to the new Internet Code!

The new consumer protections will primarily benefit customers of the following ISPs:

  • Bell Canada
  • Rogers Communications
  • TELUS
  • Cogeco
  • SaskTel
  • Videotron
  • Eastlink
  • Shaw Telecom
  • Xplornet
  • Northwestel

The Code will introduce new rights for customers and establish consumer-friendly business practices. It will, among other things, ensure customers benefit from:

  • Easier-to-understand contracts, documentation and policies surrounding service calls, outages, security deposits, and disconnections;
  • Clearer information about prices, including for bundles, promotions and time-limited discounts, thanks to required critical information summaries;
  • Bill shock protection, through notifications when customers approach their data-usage limits;
  • Greater flexibility thanks to new rules permitting customers to cancel a contract within 45 days, without paying early cancellation fees, if the contract differs from the offer.

The Code will introduce positive change for customers. Find out more.

Consultations

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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