Internet Code: have your say!
The CRTC is taking action to address consumer complaints about Internet services.
Canadians rely on Internet services to connect with friends and family, to find jobs, pursue education and more.
As more Canadians are using Internet services and with complaints on the rise, a new code of conduct is being considered to ensure consumers’ interactions with their Internet service providers are clearer.
The Internet Code would:
establish consumer-friendly business practices;
provide consumers with easy-to-understand contracts;
ensure consumers have tools to avoid bill shock;
make it easier for consumers to switch providers to take advantage of competitive offers.
Internet Code Working Document to further explore what issues the Code could address.
We want to hear about your experiences with Internet service providers.
Participate by filling out the form.
We are especially seeking comments from people with disabilities on the provision of accessible formats for contracts and related documents, as well as on trial periods.
You have an outstanding issue with an Internet service provider? Contact the
Commission for Complaints for Telecom-television Services.
Stay tuned for more announcements by following us on
Twitter and Facebook.
CRTC News release Canadians invited to share their views on the creation of an Internet Code
November 9, 2018 – Ottawa-Gatineau – Canadian Radio-television and telecommunications Commission (CRTC)
The CRTC today announced that it is taking action to address increasing complaints about Internet services. Canadians are invited to share their views on the creation of a mandatory
code of conduct for Internet service providers.
This proceeding is distinct from the ongoing inquiry on misleading or aggressive sales practices, which will culminate with the presentation of a report to the government.
The Internet Code would, among other things, establish consumer-friendly business practices, ensure contracts are easy-to-understand, and make it easier for Canadians to switch providers to take advantage of competitive offers.
To stimulate discussion and debate, the CRTC has prepared an Internet Code
Working Document, which is based on provisions in the Wireless Code and the Television Service Provider Code.
Canadians have until December 19, 2018 to submit their comments by:
filling out the
online form writing to the Secretary General, CRTC, Ottawa, Ontario K1A ON2, or
sending a fax to (819) 994-0218.
“Codes of conduct are in place to protect Canadians who subscribe to wireless and television services. While Internet services play an important role in the everyday lives of Canadians, the number of complaints has been trending up and we are of the view that a code for these services may be needed.”
-Ian Scott, Chairperson and Chief Executive Officer, CRTC
2016-17 annual report, the Commission for Complaints for Telecom-television Services (CCTS) noted a 38% increase in complaints about Internet services compared to the previous year. The CRTC is seeking comments on the need for an Internet Code, as well as its content, implementation, administration, enforcement and promotion.
The CRTC created the Wireless Code in 2013 and the Television Service Provider Code in 2017.
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