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 consumers in switching internet and cellphone plans freely, enabling them to take advantage of better offers without unexpected expenses. These new regulations will go into effect on June 12.
The CRTC plans to introduce additional consumer protection measures in the near future to streamline the process of comparing, selecting, and shopping for plans. In late 2024, the CRTC initiated consultations to enhance the empowerment of cellphone and internet users, focusing on feedback regarding potential modifications related to notifications, self-serve options, and fees.
In response to changes in the Telecommunications Act mandated by the federal government, the commission has been contemplating ways to inform individuals in advance about the expiration of their plans or discounts to prevent sudden bill shocks. Moreover, the CRTC is exploring user-friendly self-serve options for customers needing to modify or terminate their plans.
CRTC Chairperson and CEO Vicky Eatrides emphasized the commission’s commitment to granting Canadians more autonomy over their internet and cellphone services. Eatrides stated, “Today’s decision eliminates additional charges for plan activation, changes, or cancellations, enabling consumers to switch to better deals without incurring extra costs for accessing their preferred services.”
Separately, the CRTC is deliberating whether service providers should be obligated to present specific details about home internet plans—such as pricing and speeds—via a standardized label format, akin to nutritional labels in grocery stores. This proposal, likened to enhancing consumer awareness while selecting home internet plans, was discussed at a hearing last June.
The CRTC is planning to conduct a public consultation to assess its consumer protection regulations, encompassing the Internet Code and the Wireless Code, aiming to amalgamate them into a unified code for enhanced simplicity and coherence.
