CRTC asks Canadians to weigh in on proposed code of conduct for ISPs


The CRTC says it’s taking action to address increasing complaints about internet services.

The commission is seeking comments on the need for a mandatory code of conduct for Internet Service Providers (ISPs), similar to the Wireless Code, implemented in 2013, and the Television Service Provider Code in 2017.

The CRTC says the Internet Code would, among other things, establish consumer-friendly business practices, ensure contracts are easy-to-understand, and make it easier for Canadians to switch providers to take advantage of competitive offers.

In its 2016-17 annual report, the Commission for Complaints for Telecom-television Services (CCTS) noted a 38 per cent increase in complaints about internet services compared to the previous year.

“Codes of conduct are in place to protect Canadians who subscribe to wireless and television services.  While internet services play an important role in the everyday lives of Canadians, the number of complaints has been trending up and we are of the view that a code for these services may be needed,” said CRTC chair and CEO Ian Scott, in a release.

To stimulate discussion and debate, the CRTC has prepared an Internet Code Working Document, which is based on provisions in the Wireless Code and the Television Service Provider Code.

Canadians have until Dec. 19 to submit their comments by:

  • filling out the online form
  • writing to the Secretary General, CRTC, Ottawa, Ontario K1A ON2, or
  • sending a fax to (819) 994-0218.

The call for comments is separate from the CRTC’s ongoing inquiry into misleading and aggressive sales practices by the country’s telecom operators, which will culminate with the presentation of a report to government no later than Feb. 28, 2019.

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