The Internet Code: Protecting your rights
The Internet Code helps protect Internet service subscribers by ensuring they receive clear information and understandable contracts. Learn about your rights and what you can do if you experience issues with your service provider.
Information on the Internet Code is also available in the following languages:
Internet service providers that must comply with the Internet Code
The following Internet service providers (ISPs) and their related Internet brands and affiliates are required to comply with the Internet Code’s rules:
- Bell Canada
- Cogeco Connexion Inc.
- Eastlink
- Northwestel
- Rogers
- SaskTel
- TELUS
- Videotron
- Xplore
Although it applies to the largest ISPs, the CRTC expects all ISPs to follow the Code.
The Commission for Complaints for Telecom-television Services (CCTS) administers the Code. This ensures that ISPs, in addition to complying with their Internet service contracts, meet other minimum standards deemed necessary by the Commission.
Your rights under the Internet Code
Easy to understand contracts
- You get a contract that’s easy to understand.
- You receive written information about policies for service calls, outages, security deposits and disconnections.
Clear information about prices
- You get clear information about prices, bundles, promotions and time-limited discounts.
- Your ISP must clearly explain the key terms of your contract when you agree to it.
Bill shock protection
- You are notified when you’re close to or have reached your data limit.
Flexibility and choice
- If the contract doesn’t match the offer, you can cancel within 45 days without paying fees.
- If your contract includes an early cancellation fee, you get a trial period of at least 15 days.
- Early cancellation fees can only apply for up to 24 months.
Having issues with your ISP
- Step 1: Try to resolve the issue with your service provider.
- Step 2: If necessary, file a complaint with the CCTS.
Key Links
- Summary of the Internet Code
- Watch the American Sign Language (ASL) videos on the Internet Code (external link)
- Proceeding to establish a mandatory code for Internet services
- Consumer Protections Action Plan
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