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.
Share your views!
Social media consultation
From February 21 to March 4, visit the CRTC’s Internet Code Facebook Photo Album to share your views on the possible Internet Code.
We want input from Canadians on the following questions and are especially interested in proposed solutions you think we should consider:
- 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?
If you require an alternative accessible method to participate, send your comments via email.
If you need assistance or if you have any questions on this consultation, contact our Client Services team.
Text emails you send or comments you leave on the Facebook album or its specific images will become part of the information taken into consideration in our Internet Code proceeding. All comments made and emails received between 11 am (EST) on February 21, 2019 and 8 pm (EST) on March 4, 2019 will be publicly available, and will be included in the public record. Facebook comment edits might not be taken into account.
You’re welcome to leave comments or send an email after the specified period, however, they will not form part of the formal record and will not be taken into account in the decision process. CRTC staff monitors the Facebook discussion daily. All comments and emails are subject to CRTC’s Social Media Rules of Engagement. Comments that do not comply with the rules will not be part of the public record. Keep it clean and constructive!
Follow us on Twitter and on Facebook for the latest CRTC news.
Telecom Notice of Consultation CRTC 2018-422
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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