Background on CRTC’s Consumer Protection Efforts
The Canadian Radio-television and Telecommunications Commission (CRTC) has been actively considering measures to enhance consumer awareness regarding their cellphone and internet plans. This initiative aims to prevent unexpected charges when plans or discounts come to an end, commonly referred to as bill shocks.
New Developments in Fee Structure
In a significant update, the CRTC announced that it will eliminate fees for activating, changing, or cancelling cellphone and internet plans. This decision is part of a broader effort to amend the Wireless and Internet Codes, which will introduce new consumer protections. The new rules are set to take effect on June 12, 2026.
Vicky Eatrides, chairperson of the CRTC, stated, “We are taking action to give Canadians more control over their internet and cellphone services.” She further emphasized that the decision removes extra fees associated with plan modifications, saying, “Today’s decision removes extra fees to activate, change or cancel a plan.”
Context of the Changes
The CRTC’s decision comes in response to recent amendments in the Telecommunications Act, which have prompted a reevaluation of consumer rights in the telecommunications sector. The changes will prohibit activation and modification fees, as well as early cancellation fees, which have been a source of frustration for many consumers.
In the past year, complaints regarding telecommunications services have surged, with a reported 17% increase from 2024 to 2025. This rise in complaints has underscored the need for stronger consumer protections in the industry.
Future Steps and Considerations
Looking ahead, the CRTC plans to launch another public consultation to further review its consumer protection codes. The goal is to make it easier for consumers to switch plans without incurring unexpected costs.
However, details remain unconfirmed regarding the impact of these changes on wireless customers who finance devices, as well as the specific nature of additional consumer protection measures that will be announced by the CRTC.
