Postpaid versus Prepaid Services

The Wireless Code establishes basic rights for all wireless consumers. However, there are some differences between postpaid and prepaid services.

Not sure if you’re prepaid or postpaid?

You have postpaid services if you receive a bill at the end of the month that tells you what charges you’ve accumulated for the month – your bill might be the same each month or you might see extra charges (e.g., you went over your data for the month). You pay for the services you’ve already used.

You have if you receive a bill at the end of the month that tells you what charges you’ve accumulated for the month – your bill might be the same each month or you might see extra charges (e.g., you went over your data for the month). You pay for the services you’ve already used. You have prepaid services when you top up your account to activate your services for the month. If you forget to pay, chances are that your services will be temporarily suspended until you top up your account. You pay for the services you’re planning on using.

Do you pay a bill after you use your wireless service? If so, you have the right:

to cancel your contract at no cost after a maximum of two years

to cancel your contract at no cost after a maximum of two years to be the only person to consent to additional charges on a shared or family plan, unless you authorize another user to do so

to be the only person to consent to additional charges on a shared or family plan, unless you authorize another user to do so to limit your data overage charges to $50 a month and your data roaming charges to $100 a month for your entire account, regardless of the number of devices or users associated with the account

to limit your data overage charges to $50 a month and your data roaming charges to $100 a month for your entire account, regardless of the number of devices or users associated with the account to refuse a change to the key terms and conditions of your contract, including the voice, text and data services in your contract, the price for those services, and the duration of your contract

to refuse a change to the key terms and conditions of your contract, including the voice, text and data services in your contract, the price for those services, and the duration of your contract to have your service suspended at no cost if your phone is lost or stolen

to have your service suspended at no cost if your phone is lost or stolen to receive a Critical Information Summary, which explains your contract in under two pages

to receive a Critical Information Summary, which explains your contract in under two pages to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage

to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage to a contract that uses plain language and clearly describes the services you will receive, and includes information on when and why you may be charged extra

As of December 1, 2017, you also have the right:

to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked

to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked to cancel your contract and return your phone at no cost, within 15 calendar days and if you have not used more than half of the usage specified in your monthly plan limits, if you are unhappy with your service

Do you pay before you use your wireless service? If so, you have the right:

to cancel your contract at no cost after a maximum of two years

to cancel your contract at no cost after a maximum of two years to have your service suspended at no cost if your phone is lost or stolen

to have your service suspended at no cost if your phone is lost or stolen to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage

to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage to a minimum grace period of seven calendar days in order to “top up” and retain your prepaid balance

to a contract that uses plain language, and clearly describes the conditions that apply to your prepaid balance and how you can check your balance

As of December 1, 2017, you also have the right:

to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked

to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked to cancel your contract and return your phone at no cost, within 15 calendar days and if you have not used more than half of the usage specified in your monthly plan limits, if you are unhappy with your service

Are you a person with a disability?

If so, you have the right to a copy of your contract, privacy policy, fair use policy, and Critical Information Summary in an alternative format at no charge. You are also entitled to a longer (30 calendar day) trial period and to all of your monthly usage during the trial period to ensure that the service and phone meet your needs.

Have a complaint about your wireless service?

First, try to resolve the issue with your service provider. If you are still unsatisfied, contact the Commission for Complaints for Telecom-television Services:



Mail: P.O. Box 56067 Minto Place RO, Ottawa, ON K1R 7Z1

Website: www.ccts-cprst.ca

Toll-free: 1-888-221-1687

TTY: 1-877-782-2384

Email: response@ccts-cprst.ca

Fax: 1-877-782-2924