OTTAWA – The CRTC’s new wireless code of conduct officially came into effect Monday, designed to make it easier for Canadians to understand their contracts for cellphones and other mobile devices, plus outline their basic rights.
The wireless code will apply to all new contracts signed as of December 2, 2013. It will also apply to existing contracts that are renewed or extended, or where the key terms are amended, as of that same date. In addition, the code will apply to all wireless contracts as of June 3, 2015, regardless of when they were signed.
Among other things, the wireless code will allow individual and small business consumers to:
– terminate their wireless contracts after two years without cancellation fees;
– limit data charges in excess of the usage defined in their plans at $50/month;
– limit national and international data roaming charges in excess of the usage defined in their plans at $100/month;
– have their cellphone unlocked after 90 days, or immediately if they paid for the device in full;
– return their cellphone, within 15 days and specific usage limits, if they are unhappy with their service;
– accept or decline changes to the key terms of a fixed-term (i.e., 2-year) contract, and;
– receive a contract that is easy to read and understand.
"The coming into force of the wireless code marks the beginning of a more dynamic marketplace for wireless services," said CRTC chairman Jean-Pierre Blais, in a statement. "Rather than feeling trapped by their contracts, Canadians will be able to make informed choices about the wireless services – and service providers – that best meet their needs every two years, if not more often. It will be in the best interests of wireless companies to adopt innovative practices to ensure their customers are satisfied and to attract new ones."
Blais hosted Twitter Chats about the new code in both French and English on Monday afternoon, and the Commission posted this video on YouTube.
Regional telcos Videotron and SaskTel were quick to trumpet their compliance with the new code.
“Since it entered the mobile telephone market three years ago, Videotron has striven to differentiate itself from the competition,” said Videotron president and COO Manon Brouillette, in a news release. “We have disrupted the market with unique service offerings tailored to our customers’ needs. In a clear indication of the quality of the customer experience we offer and the close relationship between our 6,000 employees and Québec households, Videotron has been ranked Québec’s most respected telecommunications company every year for the past eight years.”
While noting that many of its current practices and offerings already comply with the new standards, SaskTel said that it has received an extension from the CRTC through June 2014 to comply with the code’s data capping component which it cannot implement now due to “billing system limitations”. Until data overage capping is in place, SaskTel outlined other ways to help customers manage their data usage including roaming notification messages and data travel add-ons.
“While SaskTel already complies with many elements of the WCoC, we are committed to meeting and exceeding the guidelines set out by the CRTC by striving for customer service excellence in all customer interactions,” said Ron Styles, SaskTel president and CEO. “SaskTel was ranked Highest in Customer Satisfaction in Canada for Full-Service Wireless Carriers by J.D. Power & Associates two years in a row and we are proud to have the most loyal, caring and satisfied customers in Canada.”
