ASL – Summary of the regulatory policy on enhancing self-service mechanisms
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Video Transcript
Through its Consumer Protections Action Plan, the Commission is working to help protect and empower Canadians in their dealings with Internet, cellphone, home phone, and television service providers.
Recent changes to the Telecommunications Act (the Act), which came into force on 30 October 2025, require the Commission to implement new consumer protections. As part of its Consumer Protections Action Plan, the Commission launched a series of public consultations to implement the changes, including Telecom Notice of Consultation 2024 295, which considered how to implement the requirement for self-service mechanisms in a way that would be useful to Canadians who wish to modify or cancel their plans.
As part of this consultation, the Commission received a wide range of views, including from individuals, consumer groups, accessibility groups, and service providers. Based on the public record, and in accordance with the changes to the Act, the Commission is requiring service providers to ensure customers can modify and cancel their plans through self-service and to provide a written confirmation for any action they take through self-service, which will help foster transparency and accountability.
The Commission is providing as much flexibility as possible for service providers to comply with these regulatory requirements. This regulatory policy also builds on the self-service mechanisms that are already being offered to customers by some service providers and is another step in giving Canadians more control over the services they receive.
Customers will be able to modify or cancel their Internet and cellphone service plans without interacting with a live customer representative in an easy and timely manner.
These new consumer protections will come into effect 12 months after the date of the publication of the regulatory policy.
Consultation on enhancing self-service
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