July 31, 2019 – Ottawa-Gatineau – Canadian Radio-television and Telecommunications Commission (CRTC)

The CRTC today took an important step to better protect Canadians with the publication of a code of conduct for Internet service providers (ISPs). The Internet Code will come into effect on January 31, 2020 and will provide Canadians with additional safeguards against unexpectedly high bills and help them resolve disputes with their ISP.

When the Code comes into effect, Canadians will benefit from:

easier-to-understand contracts, documentation and policies surrounding service calls, outages, security deposits and disconnections

clearer information about prices, including for bundles, promotions and time-limited discounts, thanks to the critical information summary

bill shock protection, through notifications when customers approach and reach their data-usage limits, and

greater flexibility thanks to new rules permitting customers to cancel a contract within 45 days, without paying early cancellation fees, if the contract differs from the offer.

The Code will apply to large ISPs and will be administered by the Commission for Complaints for Telecom-television Services (CCTS). The CRTC expects all other ISPs to behave in a manner consistent with the principles set out in the Code.