GATINEAU – On Friday, the CRTC’s Internet Code of conduct officially came into force, which is aimed at giving Canadians additional safeguards when dealing with their internet service providers.
The code sets out that ISPs must provide:
- easier-to-understand contracts, documentation and policies surrounding service calls, outages, security deposits and disconnections
- clearer information about prices, including for bundles, promotions and time-limited discounts
- bill shock protection, through notifications when customers approach and reach their data-usage limits
- information on the new rules permitting customers to cancel a contract within 45 days, without paying early cancellation fees, if the contract differs from the offer.
The Internet Code applies to large ISPs and is administered by the Commission for Complaints for Telecom-television Services (CCTS). The CRTC expects all other ISPs to behave in a manner consistent with the principles set out in the Internet Code, said the Commission in its press release on Friday.
The code applies to Bell Canada, Cogeco, Eastlink, Northwestel, Rogers Communications, SaskTel, Shaw, Telus, Videotron and Xplornet.
Those large ISPs also announced Friday the availability of a new video series in American Sign Language (ASL) and Langue des signes du Québec (LSQ) to support deaf, deaf-blind and hard of hearing consumers. (A screen cap is shown above).
Each of the seven Internet Code videos address specific themes using plain language and clear examples, says the press release from the 10 companies.
- Contracts and billing – getting started
- Contracts and billing – fees
- Contracts and billing – documents, policies and notifications
- Networks
- Devices and tech support
- The Internet Code and your rights as a customer
- Methods to manage data use
All videos are fully accessible and include captions, voice-over and transcripts and can be found here as well as on the web sites of each company.
“This video series is part of the ongoing collaboration between service providers and the DDBHH community and reflects ISPs’ commitment to ensuring that Canadians have informed access to telecom services. The Internet Code video series follows the release of similar ASL and LSQ videos that provide the DDBHH community with an accessible overview of the Wireless Code, and an explanation of Canada’s Wireless Public Alerting system,” adds the press release.
