Canada’s telecommunications regulator has announced that it will prohibit companies from imposing charges on customers for plan cancellations, changes, or activations. The Canadian Radio-television and Telecommunications Commission (CRTC) has stated that this decision aims to facilitate consumer transitions between internet and cellphone plans, enabling them to seize better offers without encountering unexpected expenses. The new regulations are set to take effect on June 12.
Additionally, the CRTC plans to introduce further consumer protection measures in the upcoming months to streamline the process of shopping for, comparing, and selecting plans. In late 2024, the CRTC initiated consultations to empower cellphone and internet users, seeking input on potential modifications concerning notifications, self-service options, and fees.
The commission has been exploring ways to ensure that individuals are informed when their plans or discounts are nearing expiration to prevent billing surprises. It is also looking into enhancing self-service options for customers seeking to modify or terminate their plans for increased convenience.
These proposals emerged following amendments to the Telecommunications Act by the federal government, mandating the CRTC to implement new consumer protection protocols. Vicky Eatrides, the chairperson and CEO of the CRTC, emphasized the importance of granting Canadians more control over their internet and cellphone services. She highlighted that the recent decision eliminates additional fees for plan activations, changes, or cancellations, allowing consumers to switch to more favorable deals without incurring extra costs.
In a separate initiative, the CRTC is deliberating whether service providers should be mandated to present specific details about home internet plans, such as pricing and speed, using a standardized label format. This concept, likened to food nutrition labels in grocery stores, aims to enhance consumer understanding when selecting home internet packages.
Moreover, the CRTC is planning to conduct a public consultation to review its consumer protection regulations, including the Internet Code and the Wireless Code, with the objective of consolidating them into a single code for simplicity and coherence.