By Ahmad Hathout
The CRTC is ordering telecoms to ensure, by next year, that they have self-service mechanisms allowing internet and wireless customers to make changes or cancel plans without having to go through a customer service representative.
To ensure a balance between customer access and service provider flexibility, the regulator on Friday broadly defined the mechanism as one that is “easy to use and enables a customer to perform actions in relation” to their plan, “without interacting with a live customer service representative, for example, through an app, a website or by email.”
The CRTC is also requiring telecoms to provide written confirmation of any action taken through self-service, and is banning any fees for accessing any type of customer service, including self-service (though it notes there may be charges through actions taken during self-service).
“The Commission encourages service providers to ensure their self-service mechanisms are accessible and not to rely exclusively on live customer service for customers who require accommodations,” it added.
The self-service requirements will be enforced starting on April 26, 2027.
Friday’s decision is the final one in a trio of orders that are intended to improve the wireless and internet codes by making it easier for Canadians to modify or switch plans or providers.
Earlier this month, the CRTC mandated notifications for contract expiry, end of promotions and earlier warning on how much international roaming charges customers are incurring. And last month, it focused on the elimination of certain fees, including activation, modification and cancelation fees.
