CRTC publishes an Internet Code of Conduct for Internet Service Providers

The Canadian Radio-television and Telecommunications Commission (CRTC) has released its Internet Code, with new safeguards to protect consumers. Set to come into effect on January 31, 2020, the Code will apply to all service providers listed here, and be administered by the Commission for Complaints for Telecom-television Services.

The Code will require ISPs to:

  • Notify customers when they reach, 75%, 90% and 100% of their data-usage limit within a single monthly billing cycle;
  • Provide easier-to-understand contracts, documentation and policies regarding service calls, outages, security deposits and disconnections;
  • Give clear information about prices, including for bundles, promotions and time-limited discounts; and
  • Permit contract cancellation within 45 days, with no early cancellation fees, if the contract differs from the offer.

Many ISPs are members of the Canadian Marketing Association and many already have practices in place that meet these standards. Our members recognize the importance of following best practices to serve their customers well and earn their confidence. Best practices in the digital arena are essential to good business, with 90% of Canadian households having an Internet service subscription and 87% of those with large ISPs.

The CMA will review its mandatory Code of Ethics & Standards of Practice to ensure that the CRTC’s requirements are fully reflected.

The Commission will review its Internet Code within three years to determine whether it’s an effective tool to resolve consumer complaints.

The regulatory landscape is constantly changing and staying up-to-date is important. If you are unsure of where to turn, the Canadian Marketing Association provides guidance and support to its members on a wide variety of issues. Check our site for resources and stay up to date by subscribing to our Top 5 Picks e-newsletter through MyCMA.

Author: Florentina Stancu-Soare | Senior Manager, Regulatory and Consumer Affairs @CMA
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