Canada’s telecommunications regulator has announced that it will prohibit companies from imposing charges on customers for canceling, changing, or activating plans. The Canadian Radio-television and Telecommunications Commission (CRTC) aims to facilitate easier transitions for consumers between internet and cellphone plans, enabling them to seize better offers without the burden of unexpected fees. These new regulations are set to take effect on June 12.
In a move to enhance consumer protection, the CRTC plans to introduce further measures in the upcoming months to streamline the process of shopping for, comparing, and selecting plans. Initiatives include notifying customers about plan expirations and exploring self-service options to simplify plan modifications or cancellations.
The regulatory body’s actions follow amendments to the Telecommunications Act by the federal government, mandating the implementation of new consumer safeguards. Vicky Eatrides, Chairperson and CEO of CRTC, stated, “We are taking action to give Canadians more control over their internet and cellphone services. Today’s decision eliminates additional fees for plan activation, changes, or cancellations, allowing consumers to switch to more favorable deals without incurring extra costs.”
Separately, the CRTC is evaluating whether service providers should present specific details about home internet plans, such as pricing and speeds, through a standardized label format akin to nutrition labels in grocery stores. This proposal, aimed at bolstering consumer awareness when selecting home internet plans, was discussed at a hearing last June.
Furthermore, the CRTC is planning a public consultation to revise consumer protection codes, including the Internet Code and the Wireless Code, with a view to merging them into a unified code for simplification. The move aligns with ongoing efforts to enhance transparency and empower consumers in the telecommunications sector.