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Protecting consumers’ internet rights

The CRTC’s Internet Code came into effect on January 31, 2020. It establishes the basic rights for retail fixed internet access service customers of facilities-based internet service providers listed in the Internet Code.  

The Internet Code was created to: 

• Make it easier for customers to obtain and understand the information in their internet service contracts; 
• Establish consumer-friendly business practices for the internet service industry; 
• Contribute to a dynamic internet service market; and  
• Further certain policy objectives set out in section 7 of the Telecommunications Act

The full text of the Internet Code can be seen here. Consumers may also consult their service providers’ website for more information about the Wireless Code.

Accessible Internet Code resources

A series of videos have been developed in American Sign Language (ASL) and Langue des signes québécoise (LSQ), which include voice-over and transcripts to assist persons with a variety of disabilities under their rights under the Internet Code. Videos can be found here.   

File a report  

If you think that your rights under the Internet Code are not being respected, you should first try to resolve the issue with your service provider. If you are unable to resolve the issue, you may contact the Commissioner for Complaints for Telecommunications Inc. at: 

Mail: P.O. Box 560067, Minto Place RO, Ottawa ON K1R 7Z1 

TTY: 1-877-782-2384 

Website: www.ccts-cprst.ca 

Email: [email protected] 

Toll-free: 1-888-221-1687 

Fax: 1-877-782-2924