Canadian Telecommunication Authority Has Adopted Internet Code

The Internet Code of Conduct will provide Canadians with additional guarantees against unexpectedly high bills and will help them resolve disputes with Internet service providers.

The Canadian Radio-television and Telecommunications Commission (CRTC) has adopted an Internet service providers (ISPs) Code of Conduct to improve the protection of Canadian consumers.

The Internet Code will provide Canadians with additional guarantees against unexpectedly high bills and help them resolve disputes with their Internet service provider.

The Internet Code will come into effect on January 31, 2020. After that, Canadians will get:

  • Easier-to-understand contracts, documentation, and policies regarding calls, interruptions, guarantee deposits, and disconnections
  • More accurate pricing information, including costs of packages, promotions, and time-limited discounts
  • Protection against shocking notifications when customers reach data usage limits
  • More flexibility thanks to new rules that allow customers to terminate the contract within 45 days without paying early termination fees if the contract is different from the offer

The Internet Code will be administered by the CCTS and will apply to major Internet service providers:

  • Bell Canada 
  • Rogers Communications 
  • Telus
  • Cogeco 
  • SaskTel 
  • Videotron 
  • Eastlink 
  • Shaw Telecom 
  • Xplornet 
  • Northwestel 

The CCTS expects all other Internet service providers to act by following the principles outlined in the Code.

Internet providers will need to notify clients when they reach 75%, 90%, and 100% of the data usage limit during a monthly billing cycle.

In addition to the Internet Code, the CCTS adopted the Wireless Code in 2013 and the Television Service Provider Code in 2017.