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Consumer Protections Action Plan

The CRTC is helping to ensure that Canadians have clear contracts, are not surprised by higher bills, and have the information they need to make the best choices about their Internet, cellphone, and TV services. This action plan sets out the public consultations and hearings the CRTC is launching to protect and empower Canadians.

Key themes

Preventing bill shock 

Service providers should not be surprising their customers with price increases beyond the price they had originally agreed to.

What we are doing

The CRTC has put into place Consumer Protection Codes, known as the Internet Code, the Wireless Code and the TV Service Provider Code, to prevent bill shock and make it easier for Canadians to understand the services they agreed to purchase. If customers are unable to resolve an issue directly with their service provider, they can contact the Commission for Complaints for Telecom-television Services (CCTS), which enforces the Consumer Protection Codes and assists in resolving customer complaints.

Helping to reduce roaming fees for Canadians

The CRTC found that Canadians often end up paying high fees when roaming internationally. Roaming fees for Canadian travelers are often inflexible, causing consumers to pay a flat fee of $10 to $16 per day regardless of how much they use their cellphone. The CRTC is calling on service providers to take immediate action to provide affordable roaming options and will launch a formal public proceeding if it finds that sufficient progress has not been made.

Reminding service providers to inform customers of price increases and early cancellation fees.

Canadians have recently reported being surprised by increases in fees related to their services during their commitment periods and are frustrated at the situation. The CRTC is monitoring the actions of service providers and could consider future proceedings to ensure that the Consumer Protection Codes continue to provide Canadians with the price certainty they deserve.

Ensuring that providers meet their obligations under the CRTC’s Consumer Protection Codes.

Providers have a responsibility to inform customers that the CCTS can help resolve issues, and that the Wireless Code protects Canadians when they buy or rent a cellphone. The CRTC is reminding service providers of their obligation to inform their customers of the CCTS.

Improving consumer codes

The CRTC created the Consumer Protection Codes to ensure Canadians are informed of their rights and obligations in their Internet, wireless and television service contracts, empowering them to make decisions with confidence about these essential services.

What we are doing  

In 2021, the CRTC provided greater protections for cellphone consumers by clarifying that the Wireless Code applies to all device financing plans sold with a cellphone service plan.

In 2024, the CRTC reminded the industry of the application of the Wireless Code to device financing plans.

The CRTC plans to combine the Wireless Code, the Internet Code, and the Television Service Provider Code into a single code that is more clear, simple, and consistent across all services. In the meantime, the CRTC is taking immediate action to enhance protections as outlined below:

Helping ensure reliable networks 

Canadians need reliable, affordable, and high-quality Internet and cellphone services for every part of their daily lives. The CRTC is addressing the reliability of all telecommunications services, including emergency and accessibility services.

What we are doing

Supporting public participation   

Costs awards are used to support public-interest participation in proceedings.

What we are doing

The CRTC supports funding the participation of groups and individuals representing the public interest to help ensure Canadians can participate in its proceedings.

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