Protected by the Wireless Code

Every Canadian with a mobile plan is protected by the Wireless Code. It explains your consumer rights and the rules your provider must follow.

Among other things, the Code makes it easier for you to:

understand your mobile plan
change providers
prevent bill shock
return your cellphone if you are unhappy with your service

You can also watch the ASL/LSQ videos

Watch the American Sign Language (ASL) video on The Wireless Code and Your Rights as a Canadian Wireless Consumer.
Also available in Langue des signes québécoise (LSQ) : Code sur les services sans fil et vos droits à titre de consommateurs canadiens.

What the Wireless Code does for you

No cancellation fees after 2 years
You can cancel your contract after 2 years with no cancellation fees – even if you have agreed to a longer term.

Limit on data & roaming charges
Extra data charges and data roaming charges are capped to prevent bill shock.

The account holder, by default, is the only one who can consent to data overage and data roaming charges beyond the established limits, or authorize another user to do so.

Unlocked cellphones
Mobile devices unlocked free of charge, upon request, and all newly purchased devices unlocked.

Trial period
You can return your cellphone within 15 days, without penalty, if you are unhappy with your service. Use up to half of your allowed monthly usage during the trial period.

Persons with disabilities: You can return your cellphone within 30 days, without penalty, if you are unhappy with your service. Use up to 100% of your allowed monthly usage during the trial period.

Clear language
Your contract and related documents must be provided to you in plain language.

If you feel your Wireless service provider is not following these rules, contact them directly. If you’re not satisfied with the answer, contact the Commission for complaints for telecom-television services (CCTS).

PDF version

Ensuring providers follow the rules

Each year the CCTS reports publicly on all consumer complaints related to the Wireless Code and the types of complaints that have been resolved. The CRTC, on the other hand, requests that all service providers report annually on their compliance to the rules. The results of the compliance reports initiated in 2014 can be found in the implementation report card. We also commissioned Deloitte LLP to provide a report of the collection and use of Canadians’ personal information by wireless service providers and third party entities.

Protecting Canadians

The CRTC has initiated a consultation to examine whether device financing plans are in compliance with the Code. After review, we concluded that the Wireless Code does apply to device financing plans and early cancellation fees. We’re also trying to understand why some service providers announced they would start charging for customer support interactions.

Monitoring retail sales practices

In a recent study we evaluated misleading or aggressive retail sales practices in the telecommunications market in Canada. We also initiated a nationwide secret shopper program to identify potential solutions to monitor service provider retail sales practices.

Wireless Code public opinion research

To help ensure the Wireless Code addresses the issues experienced by Canadians, we’ve asked Canadians about their mobile service plans and experiences with wireless service providers, each year, since the Wireless Code was created.

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