Telecom Notice of Consultation CRTC 2018-422 PDF version Ottawa, 9 November 2018 Public record: 1011-NOC2018-0422 Call for comments – Proceeding to establish a mandatory code for Internet services Deadline for submission of interventions: 19 December 2018
This is your opportunity to speak on additions/changes to the Internet code - very similiar to the Wireless Code and other codes now in place the define practices at this time for the major Telecom companies - the smaller ones that wholesale, they are holding on for now, but will consider rolling it out to all. There is already the Wireless Code and TV provider codes, this covers almost all of home services, except for the security products and home phone. I suspect there are already solid regulations over phone providers, but security products may not be within the CRTC mandate.
General topics include:
The content of the Internet Code should address the following issues:
• clarity: plain language, prices, unlimited services, unsolicited services, clarity of offers;
• contracts and related documents: how and when contracts and related documents must be provided, including accessible formats for people with disabilities, distance contracts, information that contracts must include (i.e. key contract terms and other contract terms);
• Critical Information Summary (CIS): how and when the CIS must be provided, including accessible formats for people with disabilities, content of the CIS;
• changes to contracts and related documents: how and when key contract terms may be changed, how and when other contract terms may be changed;
• bill management tools: notifications when monthly usage limits are reached, data use monitoring tools; • equipment issues: service calls (including visits to residences for installation and repairs), service outages, warranties;
• contract cancellation and extension: early cancellation fees, trial periods, cancellation date (30-day cancellation policy), contract extension (including automatic contract renewal); • security deposits: requesting, reviewing, and returning a security deposit;
• disconnection: when disconnection may occur, notice before disconnection, disputing disconnection charges; and
• other issues that may be appropriate to respond to consumer concerns regarding contracts for Internet services, excluding issues that are outside the scope of this proceeding (see paragraph 45 of this notice for a complete list). These may include issues specific to Internet services that are purchased as part of a bundle of communications services.