Canadian Radio-television and Telecommunications Commission
www.crtc.gc.ca
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Choosing your local home phone service in a competitive market
Competitive markets versus monopolies
In a competitive market, several companies can compete for your business by offering services and rates designed to attract your business.
A monopoly means that only one company serves an entire community, and that company has no competitors. Monopolies are often regulated to make sure that the prices and services they offer are reasonable.
Many areas of Canada now have competitive markets for local phone service. Once an area opens up to competition, companies offer products and services at competitive prices, so you can choose the package you like best.
When competition becomes established in an area, the CRTC no longer regulates the service.
Local phone service
Local phone service enables you to call people or businesses in your local calling area without paying long-distance charges. Typically, you pay a flat monthly fee for unlimited calls to phone numbers within your local calling area.
While the CRTC no longer regulates areas with local service competition, it did set some requirements and rules that companies must meet for your benefit and protection:
- you must be able to transfer to whichever local phone service company you prefer
- you can keep your phone number when you transfer to another local phone service provider, as long as you stay in the same exchange (typically a community, town or city)
- you can change to a new local phone company, usually without any effect on your other communications services (long distance, Internet or wireless)
The CRTC also laid out minimum requirements for local service, including:
- 911 emergency service
- confidentiality of customers’ information
- message relay service for persons with hearing impairments
- marketing and billing information in alternate formats for persons with visual impairments
- access to local networks by long-distance companies
Who are the local telephone service providers?
These links list the names of companies offering local telephone services:
Some companies, called resellers, purchase products and services from local exchange carriers (LECs) and resell them to consumers. Resellers are not directly regulated by the CRTC. However, the LECs can impose some regulatory requirements on them through terms and conditions in their resale agreements.
What should I find out before I decide on a local phone service provider?
Here are some questions to ask:
- What are the rates and charges for local phone service? What’s included in that rate?
- Are there any up-front, one-time or service charges?
- How much do call features (for example, call display, call waiting or voice mail) cost?
- Will my existing services -- such as Internet access, long-distance, wireless or TV broadcast -- change in any way?
- Can I change my features or package? If so, are there restrictions and/or charges associated with making a change?
- Do I have to subscribe for a certain amount of time to get the quoted rates?
- What happens if I cancel my service before the end of a time commitment?
- How long would it take to transfer my service?
- If you have any vision, hearing or mobility impairments, ask for more information on services like message relay service (MRS), special equipment (for example, with large key pads), voice command, TTYs, operator assistance for call completion or directory assistance.
Keeping your phone number when you switch phone companies (number portability)
You can keep your phone number when you change phone companies, as long as you stay within your local exchange area. If you move out of your local exchange area, you’ll need a new phone number.
If you want to keep your number, don't cancel it
You have to ask your new service provider about keeping your phone number before you cancel your current service. You can only keep your present phone number if it’s currently being used.
If you’re staying within the same local exchange area, you can keep your phone number if you switch:
- from a traditional phone line to a traditional phone line
- from a traditional phone line to a cellphone
- from a cellphone to another cellphone
- from a cellphone to a traditional phone line; if your location (not that of your telephone number) is different from your original local exchange area, this may not be available
This feature (called “number portability”) is available in most, but not all, of Canada. The industry is working on getting number portability across the country.
Find more information on Wireless number portability.How do I transfer to a different local phone company?
To change local phone service companies, just call the service provider of your choice. That service provider handles everything about the transfer from your former provider, and lets you know when the transfer will be complete. You can switch any of your other services to your new service provider, but you don’t have to do so.
It’s your responsibility to finalize any payments or resolve any other issues with your former local provider for any services that are cancelled or transferred to your new service provider.
Giving your authorization to switch local phone service providers
If you decide to switch to a new local phone service provider you, or your agent, must authorize the switch. Your agent can be an adult member of your household.
There are several ways to give authorization. If you don’t give your authorization in one of the ways listed here, the service provider is not allowed to transfer your service:
- written consent
- oral authorization, which must be verified by an independent third party
- oral authorization, where the carrier has an audio recording of the consent
- electronic order authorization, where you dial a toll-free number given to you by the company
- confirmation via the Internet
- consent through other methods, as long as an objective documented record of your consent is created by the carrier or by an independent third party
What happens to all of my other communications services when I switch?
Most of your communications services are not affected when you switch to a new local telephone service provider, but be sure to let your new local telephone company know about all the communication services you subscribe to.
Some long-distance services may depend on the agreements that your new local phone company has with the companies providing these services.
Internet access may depend on how these services are provided by both your current service provider and your new local telephone service provider.
Will I still have 911 emergency services?
Yes. The CRTC requires local phone service providers to support 911 service access to emergency services, wherever such services are available. However, 911 service access to emergency services is not available everywhere in Canada.
Also, the type of 911 service available to you may depend on the type of local phone service you have. For example, with Voice over Internet Protocol (VoIP), many service providers support only basic 911 service. That means if you make a 911 call, you must tell the emergency operator your location, because it’s not automatically provided.
Will my number still be in the phone book? Will I get a phone book?
No matter who provides you with local telephone service, you’ll still get the same telephone book.
Your name, address and phone number will also continue to be listed in the phone book and in online directory listings. Local telephone service providers must provide their directory listings to companies that print or maintain these types of telephone directories.
Will there be any change to the telephone wiring and cabling in my home?
Generally, the wiring or cabling in your home stays the same, since you are usually responsible for the phone wires and cables in your residence. You can contact your local telephone service provider to confirm who is responsible for the wiring and cabling in your home.
Will my special needs be accommodated?
All companies that provide local telephone services are obligated by the CRTC to support the special needs of persons with hearing or visual impairments. Examples of these services are:
- message relay service
- discounts off basic toll rates for users of teletype devices
- service information and bills in alternate formats
Discuss any special requirements with your potential new local telephone service provider before committing to their local telephone service.
Can I go back to my previous local service provider?
Yes, you can. You can contact your former local telephone service provider or any other local telephone service provider at any time. But keep in mind that you may still have a contract with your current service provider.
I have a complaint about my local phone service provider
Contact your local phone service provider
If you have a complaint about your service, contact your local phone service provider directly. It’s in the company’s best interest to respond to your concerns.
If you’re not satisfied with the response, check Commissioner for Complaints for Telecommunications Services (CCTS) to see if your service provider is a member. If so, contact the CCTS with your complaint.
The CCTS is an independent agency that helps resolve your complaints about your telecommunications service. Contact the CCTS at:
- email: info@ccts-cprst.ca
- mail: P.O. Box 81088, Ottawa, Ontario K1P 1B1
- fax: 1-877-782-2924
- toll-free telephone: 1-888-221-1687
- toll-free TTY: 711 or 1-800-855-0511 (voice); or ask the operator to contact CCTS toll-free at 1-888-221-1687, so that you aren’t charged long-distance fees
Contact the CRTC
If your phone company is not a member of the CCTS, call the CRTC at 1-877-249-2782 or go to Ask a question or make a complaint.
Related information
This document doesn’t cover most VoIP services. For more information on VoIP, see:
