Canada’s telecommunications regulator has announced that it will prohibit companies from imposing charges on customers for canceling, changing, or activating plans. This move aims to facilitate consumers in switching internet and cellphone plans, enabling them to take advantage of better deals without unexpected fees. The new regulations will become effective on June 12.
Additionally, the regulator plans to introduce more consumer protection measures in the upcoming months to simplify the process of shopping for, comparing, and selecting plans. The CRTC initiated consultations in late 2024 to empower cellphone and internet users, seeking input on potential revisions concerning notifications, self-service options, and fees.
The commission is exploring strategies to ensure customers are informed when their plans or discounts are nearing expiration to avoid billing surprises. It is also considering implementing self-service solutions to streamline plan changes or cancellations for customers. These proposals stemmed from changes made to the Telecommunications Act by the federal government, mandating the CRTC to implement new consumer protection measures.
Vicky Eatrides, the chairperson and CEO of the CRTC, emphasized the significance of granting Canadians greater control over their internet and cellphone services. She highlighted the decision to eliminate additional fees for plan activation, changes, or cancellations, allowing consumers to switch to more favorable options without incurring extra costs.
Separately, the CRTC is evaluating whether service providers should be mandated to display specific information about home internet plans, such as price and speed, through a standardized label format. This concept is likened to food nutrition labels in grocery stores, providing consumers with standardized data for comparison.
Furthermore, the commission held a hearing on the proposal last June, with experts advocating for the standardized label approach to enhance consumer understanding when selecting home internet plans. The CRTC intends to conduct a public consultation to review its consumer protection codes, including the Internet Code and the Wireless Code, with the aim of amalgamating them into a single code for simplification.
