CRTC publishes Internet Code

2 Aug 2019

The Canadian Radio-television and Telecommunications Commission (CRTC) has published a new code of conduct for ISPs which comes into effect on 31 January 2020 to safeguard users against unexpectedly high bills and help them resolve disputes with their provider. The Internet Code promises to ensure:

• easier-to-understand contracts, documentation and policies regarding service calls, outages, security deposits and disconnections

• clearer information on prices, including for bundles, promotions and time-limited discounts

• bill shock protection, through notifications when customers approach and reach data usage limits

• greater flexibility via rules permitting customers to cancel a contract within 45 days without paying early cancellation fees, if the contract differs from the offer.

The Code, administered by the Commission for Complaints for Telecom-television Services (CCTS), applies to the following large ISPs: Bell Canada and its Northwestel division, Rogers, Telus, Cogeco, SaskTel, Videotron, Eastlink, Shaw and Xplornet.