Your Consumer Rights for Mobile Phones (The Wireless Code of Conduct)

Every Canadian with a mobile plan is protected by the Wireless Code. It explains your consumer rights and the rules your provider must follow. We created the Code to make it easier for you:

  • to understand your mobile plan
  • to change providers
  • to prevent bill shock
  • to return your cellphone if you are unhappy with your service
  • and more!

Your Consumer Rights

Read the simplified Wireless Code to learn more about your consumer rights. You can also read the entire Regulatory Policy to learn more about why the CRTC created the Wireless Code.

Make a Complaint

Do you have a complaint that you have not been able to fix with your provider? Do you think your provider is not following the rules in the Code?

Contact the CCTSFootnote 1. They take your complaints about your mobile plan and the Wireless Code (and read their Guide to making a complaint).

A review of the Wireless Code is underway

We created the Wireless Code three years ago based on input from Canadians like you.

At the time, we committed to reviewing the Wireless Code to assess its effectiveness and whether any updates are needed to reflect the wireless market’s evolution.

Canadians had the opportunity to share their views on the Wireless Code through two online discussion forums. The forums are now closed. Read the first and second online discussion forum comments. A public hearing also took place in February, 2017. Read what was said.

Your views are important to us. All comments will be taken into consideration and will help us to assess the Wireless Code.

Results of the Code

Public opinion surveys

We have asked Canadians about their mobile plans each year since the Wireless Code was created. Here's what we found:

Ensuring providers follow the rules

Each year the Commissioner for Complaints for Telecommunications Services reports publicly on all consumer complaints about the Wireless Code. These reports list the types of complaints that have been resolved and what steps were taken to resolve them. Read their annual and mid-year reports.

We made all providers report publicly on their compliance to ensure they were following the rules. You can read the results in the Implementation Report Card [PDF] which is based on the providers’ Compliance Reports.

The CRTC has also commissioned a report by Deloitte LLP to provide an overview of the collection and use of Canadians’ Personal Information (PI) by Wireless Service Providers (WSP) and third party entities. The report aims to:

  • Contribute to the CRTC’s overall understanding of current and emerging privacy issues in the wireless market, in support of furthering the goals of the Telecommunications Act; and
  • Assist the CRTC with its 2016-2017 review of the Wireless Code, a mandatory code imposed as a condition of service on WSPs pursuant to section 24 of the Telecommunications Act, by providing insights as to how the Wireless Code is meeting its objectives with respect to its privacy provisions.

Clarifying the Code

Providers have asked us to clarify some parts of the Code. To learn more about these clarifications, read the CRTC Decisions related to the Wireless Code.

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