The Wireless Code

The Wireless Code
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The Canadian Radio-television and Telecommunications Commission (CRTC) has created this Wireless Code (the Code) so that consumers of retail mobile wireless voice and data services (wireless services) will be better informed of their rights and obligations contained in their contracts with wireless service providers (service providers).

The CRTC created the Wireless Code to make it easier for you – as an individual or a small business – to understand the contracts for your cellphone and other mobile devices. The Wireless Code establishes new standards that all wireless service providers must follow. It will apply to new contracts starting on December 2, 2013. It will also apply to contracts that are amended or extended after that date.

  • Read the Wireless Code The Wireless Code explains your rights and responsibilities as a consumer of wireless services.
  • Know your rights as a wireless consumer: Checklist The CRTC has prepared a checklist to explain the Wireless Code’s main benefits.
  • Benefits of the Wireless Code Infographic explaining what the Wireless Code means for you.
  • Read the CRTC’s decision on the Wireless Code The CRTC’s decision explains how and why the Wireless Code was created.
  • Educate and protect yourself: Learn more about wireless services Find more information about wireless services and useful links.

The Wireless Code will

  1. make it easier for individual and small business customers to obtain and understand the information in their wireless service contracts;
  2. establish consumer-friendly business practices for the wireless service industry where necessary; and
  3. contribute to a more dynamic wireless market.

The Code applies to all wireless services, whether purchased on a stand-alone basis or as part of a bundle, and whether purchased in person, online, or over the phone. All service providers must comply with the Code. All sections of the Code apply to postpaid services. The following sections of the Code also apply to prepaid services: A. 1-3; B. 2; E. 1, E. 4, and E. 5; F. 1-4; G. 1-4; and J. 1.

Definitions of terms used in the Code are provided at the end of the Code. Defined terms are indicated in italics and bold the first time they appear in the Code.

If any part of the Code or the customer’s contract is ambiguous, or if it is unclear how the terms of the Code or the contract are to be applied, then the Code and the contract must be interpreted in a manner that is favourable to the customer.

A customer who believes that their service provider is not adhering to the Code should first try to resolve the problem directly with the service provider. If the customer is not satisfied with the service provider’s response, they can contact the Commissioner for Complaints for Telecommunications Services Inc. (CCTS) as follows:

Mail: P.O. Box 81088, Ottawa ON K1P 1B1
Toll-free: 1-888-221-1687
TTY: 1-877-782-2384
Fax: 1-877-782-2924
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