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.
On this page
- What the Wireless Code does for you
- Ensuring providers follow the rules
- Protecting Canadians
- Monitoring retail sales practices
- Wireless Code public opinion research
- Related links
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.
Mobile devices unlocked free of charge, upon request, and all newly purchased devices unlocked.
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.
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).
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.
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.
- 2022 Secret Shopper Project Detailed Findings Report
- Report on Misleading or Aggressive Communications Retail Sales Practices
- 2020 Secret Shopper Project Detailed Findings Report
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.
- Public opinion research on the CRTC’s Consumer Protection Codes – 2023
- Public opinion research on the CRTC’s Consumer Protection Codes – 2022
- Wireless Code Public Opinion Research – Spring 2021
- Wireless Code Public Opinion Research – 2020
- Wireless Code Public Opinion Research – Spring 2019
- Wireless Code Public Opinion Research – Spring 2018
- Wireless Code Public Opinion Research – Fall 2016
- Wireless Code Public Opinion Research – Spring 2016
- Wireless Code Public Opinion Research – 2015
- Wireless Code Public Opinion Research – Executive Summary (April 7, 2014)
- Wireless Code Public Opinion Research – Quantitative Research Report (April 7, 2014)
If you have more questions regarding the wireless code, please contact our Support Centre.
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