ASL – Possible refund requirements (3 of 6)
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Video Transcript
Possible refund requirements
The summary of this notice of consultation is being provided to help promote accessibility and is not an official version of the notice of consultation.
The Commission is seeking comments on the questions, to be submitted no later than 13 November 2025.
Possible refund requirement
Q14. If a refund requirement is imposed:
- Should the Commission set out how refunds to customers are to be calculated and if so, on what basis? For example, the Commission’s Prohibition of 30-day cancellation policies provides for refunds for unused services following cancellation, pro-rated on a daily basis.
- Should the Commission determine the format of the refunds (for instance, as bill credits, direct payment, or through other means)? Why or why not?
- Should the amount of the refund be limited to the cost of the service that suffered a service outage or disruption? Why or why not?
- Should other factors also be considered, including setting a minimum per service outage or disruption, considering additional compensation in recognition of the impact of a service outage, or a specific process to compensate for potential loss of time or revenues? Why or why not?
- How should bundled services be addressed for the purposes of a refund?
- Should refunds be automatically awarded where the service provider detects a service outage or a disruption? Should customers be required to inform their service providers that they were subject to a service outage or disruption before receiving a refund? Or should both approaches be implemented in parallel? Why or why not?
- How should refunds be assessed for services billed on a different basis? For example, how should refunds be assessed in the case of prepaid or pay-as-you-go services or in the case of services that are purchased as an add-on?
- Should refunds be issued within a prescribed deadline? Why or why not?
Q15. Address the feasibility of service providers detecting and measuring service outages and disruptions for the purpose of assessing refunds. Explain your position.
In this consultation, the Commission is looking to help make it easier for Canadians to know what to expect from their Internet, cellphone, telephone, or television service providers in the event of a service outage or disruption. The Commission is considering additional consumer protections, including clearer communications from service providers during outages and refunds for lost services.
This video presents the questions related to a possible refund requirement from the Notice of Consultation.
Notice of Consultation CRTC 2025-227
Consultation about consumer protections in the event of a service outage or disruption
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