Search

Wireless Code: Implementation Report Card

Download this report in PDF.

The CRTC created the Wireless Code to make it easier for you – as an individual or a small business – to understand the contract for your cellphone and other mobile devices.

The Wireless Code establishes new standards that all wireless service providers must follow.

To comply with the Wireless Code, wireless service providers have to ensure that their contracts, policies, and procedures reflect the new requirements.

This Report Card shows that most companies have implemented the Code appropriately and on time; however, a few companies still need to change their practices to fully implement all requirements. The CRTC is following up with the non-compliant companies.

If you think your service provider is not complying with the Code, contact the Commissioner for Complaints for Telecommunications Services (CCTS). The CCTS will report on consumer complaints about the Wireless Code annually, starting in Fall 2014.

To contact the CCTS:

Learn more about the Wireless Code

Report card

  1. Clarity
    1. Plain language Green checkmark
    2. Prices Green checkmark
    3. Unlimited services Green checkmark
  2. Contracts and related documents
    1. Postpaid service contracts Green checkmark
    2. Prepaid service contracts Green checkmark
  3. Critical information summary
    1. Critical information summary Green checkmark
  4. Changes to contracts and related documents
    1. Changes to key contract terms Green checkmark
    2. Changes to other contract terms or related documents Green checkmark
  5. Bill management
    1. International roaming notification Red X

      Rogers does not currently have processes in place to allow customers to opt out of receiving these roaming notifications. Rogers noted that it is working on a solution and could have one as early as the end of 2014.

    2. Cap on data roaming charges Green checkmark
    3. Cap on data average charges Green checkmark
    4. Unsolicited wireless services Green checkmark
    5. Mobile premium services Green checkmark
  6. Mobile device issues
    1. Unlocking Green checkmark
    2. Warranties Green checkmark
    3. Lost or stolen devices Green checkmark
    4. Repairs Green checkmark
  7. Contract cancellation and extension
    1. Early cancellation fees – general Green checkmark
    2. Early cancellation fees – subsidized device Green checkmark
    3. Early cancellation fees – no subsidized device Green checkmark
    4. Trial period Red X

      Bell is not fully compliant with the trial period requirement because its customers may be subject to a penalty if they return their device during the trial period. Bell noted the changes could be in effect as early as October 19, 2014.

    5. Cancellation date Green checkmark
    6. Contact extension Green checkmark
  8. Security deposits
    1. Requesting, reviewing, and returning a security deposit Green checkmark
  9. Disconnection
    1. When disconnecting may occur Red X

      Rogers indicated that it may disconnect customers between 6 a.m. and 2 a.m. (EST) instead of between 8 a.m. and 9 p.m. local time (9a.m and 5p.m on weekends) as required. Rogers has indicated that the changes could come into effect as early as October 2014.

    2. Notice before disconnection Green checkmark
    3. Disputing disconnection charges Green checkmark
  10. Expiration of prepaid cards
    1. General Green checkmark

The implementation report card reflects the reports submitted by the following companies:

View the reports

Legend

Green checkmark All service providers have implemented the code.

Red X Indicates which service providers still have policies that do not comply with the rules, but have indicated they are working on a solution.

Note:

Each customer’s experience may vary. The CCTS will assess whether the companies’ actions comply with the code on an ongoing basis.

Date modified: