CRTC clarifies that individuals or small businesses cannot be charged for a service following a cancellation

OTTAWA-GATINEAU, QC, May 5, 2016 /CNW/ - The Canadian Radio-television and Telecommunications Commission (CRTC) today clarified that telecommunications service providers cannot charge for a service that is not, and cannot be, provided following a cancellation.

Furthermore, service providers must offer individual and small business customers a refund upon cancellation, based on the number of days remaining in the billing cycle, if the service fees are billed in advance.

The CRTC also reminded small business customers to review their contract terms should they wish to cancel a telephone or Internet service before installation work has begun. Any fees charged by the service provider as a result should be reasonable and proportional to the costs it has incurred. 

These clarifications build on the CRTC's commitment to removing potential barriers to switching service providers. Thanks to previous CRTC decisions, Canadians can switch providers for their telephone, wireless, Internet or television services without having to give 30-days advance notice.

The CRTC will continue to monitor complaints regarding 30-day cancellation policies, as well as relevant changes in the marketplace.

Quick Facts

  • The CRTC has made it easier for Canadians to take advantage of a competitive marketplace by changing service providers.
  • Canadians can shop for competitive offers without signing a contract. Consumers should also review the terms and conditions in the contract before committing to a service or provider.
  • The refund for a cancelled service applies in situations where a monthly bill is issued prior to service being delivered.
  • Canadians who are unable to resolve billing issues with their service provider should contact the Commission for Complaints for Telecommunications Services (CCTS). The CCTS is an independent organization that helps customers resolve complaints.


"Our goal is to ensure that our policies are clear and benefit all Canadians, so that they are not charged unwarranted fees after having cancelled a service. The CRTC will continue to monitor the marketplace as it evolves."

Jean-Pierre Blais, Chairman and CEO, CRTC

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SOURCE Canadian Radio-television and Telecommunications Commission

For further information: Media Relations, (819) 997-9403 ; General Inquiries, (819) 997-0313, Toll-free 1 (877) 249-CRTC (2782), TTY (819) 994-0423


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