OTTAWA-GATINEAU – Canadian mobile customers will be able to cancel their wireless contracts after two years without any cancellation fees under the CRTC’s new Wireless Code, which was released this morning.
The new mandatory code, which will come into effect on December 2, 2013, outlines basic rights for individual and business customers. It also requires all wireless service providers to follow consumer-friendly business practices that make it easier for individual and business customers to obtain and understand the information in their service contracts.
The wireless code will apply to all service providers in Canada. It also applies in full to postpaid services, with certain sections of the code applicable to pre-paid wireless services.
“The wireless code will contribute to a more dynamic marketplace by making it possible for Canadians to discuss their needs with service providers at least every two years,” said CRTC chair Jean-Pierre Blais in a prepared statement.
In addition to addressing consumer frustrations around the length of wireless contracts and cancellation fees, the new Wireless Code will allow individual and small business consumers to:
- cap extra data charges at $50/month and international data roaming charges at $100/month to prevent bill shock
- have their cellphones unlocked after 90 days, or immediately if they paid for the device in full
- return their cellphones, 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 contract (i.e., two-year), and
- receive a contract that is easy to read and understand
The commission has set up an information page for consumers about the Wireless Code on its website, and includes a checklist outlining consumers’ rights.
The Commission held a five-day hearing back in February where more than 5,000 participants, including consumers, corporations, and advocacy groups, had their say on how Canadian wireless companies should deal with their customers. (Click here for links to Cartt.ca’s full day-by-day coverage of the hearing.)
The CRTC says it plans to conduct a formal review of the Wireless Code within three years of its implementation.
