Canada’s telecom regulator, the CRTC, has announced new rules to prohibit companies from charging customers fees when they cancel, change, or activate plans. These measures, effective June 12, aim to facilitate easier transitions for consumers switching internet and cellphone plans, enabling them to seize better offers without unexpected costs. The CRTC plans to introduce more consumer protection measures to streamline the process of shopping for, comparing, and selecting plans.
In response to consultations initiated in late 2024 to empower cellphone and internet users, the CRTC is seeking feedback on enhancing notifications, self-service options, and fees. The commission is contemplating strategies to alert consumers about plan expirations or discounts ending to prevent billing surprises. It is also exploring user-friendly self-serve alternatives for plan changes or cancellations.
These actions follow amendments to the Telecommunications Act by the federal government, mandating the CRTC to implement new consumer protection measures. CRTC Chairperson and CEO Vicky Eatrides emphasized the endeavor to grant Canadians more control over their internet and cellphone services, eliminating additional fees for plan activation, changes, or cancellations. This move allows consumers to switch to more favorable deals without incurring extra charges.
Separately, the CRTC is considering whether service providers should present essential information about home internet plans, such as price and speed, through standardized labels, akin to nutritional labels in grocery stores. This concept, discussed at a hearing last June, could enhance consumer understanding while selecting home internet plans.
Furthermore, the CRTC intends to conduct a public consultation to review and potentially consolidate its consumer protection codes, including the Internet Code and the Wireless Code, into a unified code. This initiative aims to simplify regulations for consumers and industry players.