The Internet Code: Protecting your rights
The Internet Code protects Canadians who subscribe to Internet services. These services are more important than ever in our daily lives. Canadians need to know their rights when it comes to their Internet contracts.
The Code applies to the largest national and regional Internet Services Providers (ISPs), which, at this time, are:
- Bell Canada (including Bell MTS, NorthernTel and Télébec)
Although it applies to the largest ISPs, the CRTC expects all ISPs to follow the Code.
The Commission for Complaints for Telecom-television Services (CCTS) administers the Code. This ensures that ISPs, in addition to complying with their Internet service contracts, meet other minimum standards deemed necessary by the Commission.
Among other things, the Code covers:
- Easy to understand contracts
- Clearer information about prices
- Bill shock protection
- Greater flexibility
Easy to understand contracts
- Your contracts are easy to understand.
- You get information in writing about policies for service calls, outages, security deposits and disconnections.
Clearer information about prices including for bundles, promotions and time-limited discounts
- You get clear information about prices, bundles, promotions and time-limited discounts.
- The ISP must spell out key contract terms when you agree to a contract.
Bill shock protection
- The ISP must let you know when you’re getting close to or have reached your data limit.
- If the contract doesn’t match the offer, you can cancel within 45 days with no fees.
- If your contract has an early cancellation fee, you get a trial period of at least 15 days.
- The maximum time ISPs can impose early cancellation fees for is 24 months.
Having issues with your ISP
- Step 1: Try to resolve the issue with your service provider
- Step 2: If necessary, file a complaint with the CCTS
Steps we’ve taken and what we’ll do next
- The Internet Code
- Proceeding to establish a mandatory code for Internet services
- Address non-compliance issues
- We plan to review the Code within 3 years to make sure it’s an effective tool to address customers’ concerns
Decisions related to the Internet Code
When the Internet Code was created, the Commission gave companies six months to implement it or prove that it was technically impossible or financially unreasonable for them to meet the deadline.
We received two requests for extensions:
Watch the American Sign Language (ASL) videos on the Internet Code.
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