Your Consumer Rights for TV Services (The TV Service Provider Code)

The majority of Canadians who subscribe to TV services are protected by the TVSP Code.Footnote 1

The Code explains your rights and the rules your provider must follow. We created the Code to make it easier for you:

  • to understand your service agreement
  • to understand any promotional offers
  • to understand standards for services calls (repair and installation)
  • to be notified 30 days before any changes to the price of channels, bundles of channels or rental equipment
  • for persons with disabilities, if the service does not meet your needs, to cancel without penalty within the first 30 days
  • and more!

Your Consumer Rights

Read the simplified Code to learn more about your rights. You can also learn more about why the CRTC created the Code by reading the Broadcasting Regulatory Policy 2016-1].

Make a Complaint

Do you think your provider is not following the rules in the Code?

If you have not been able to resolve the complaint with your service provider, contact the Commission for Complaints for Telecom-television Services (CCTS)Footnote 2. They take your complaints about your television services and the TVSP Code (and read their Guide to making a complaint).

Ensuring providers follow the rules

Each year the Commission for Complaints for Telecom-television Services reports publicly on all consumer complaints. These reports list the types of complaints that have been resolved and what steps were taken to resolve them. Starting in 2017-2018, the CCTS will include complaints relating to television services for the first time. Read their annual and mid-year reports.

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