CRTC to combine telecom consumer protection codes into single standard
The regulator launched a consultation to streamline separate codes covering wireless, internet, and TV, aiming to reduce billing confusion and speed up complaint resolution.
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Canada's telecommunications regulator is consolidating its fragmented consumer protection rules into a single code, hoping to clear up confusion that has plagued customers buying bundled services.
The CRTC says its current consumer protection codes—covering wireless, internet, TV providers, and disconnection terms—were implemented at different times and contain inconsistent protections. The result: customers buying bundled internet, phone, and television services face overlapping, contradictory rules. Companies, too, say the patchwork is administratively burdensome.
Through its public consultation, the CRTC aims to make consumer protections easier to understand, reduce billing surprises, and help Canadians make informed choices. The agency also hopes the unified code will improve consistency for service providers and resolve complaints faster.
Comments are being accepted until August 11, with a public hearing scheduled to begin November 30. The move comes as the CRTC has been stepping up consumer protections: new rules that took effect Friday ban telecom companies from charging customers when they cancel, change, or activate plans.