Wireless Code of Conduct – Not Applicable to All

The Wireless Code of Conduct came into effect on December 2, 2013.  According to Telecom Regulatory Policy CRTC 2013-271 it applied to all new or amended wireless service contracts from that day forward.

However, in reality it does not apply to all wireless customers.  Corporate clients need to be aware that they may not be protected by the Code safeguards.  As an example, Corporate clients entering new agreements cannot assume that they will be protected from excessive data roaming charges by the Wireless Code.  On October 8th the CRTC provided much-needed clarity on how the Code applies to Corporate Wireless Service Plans.  More on that in a follow-up blog.

The Checklist below highlights the important safeguards that are reflected on the CRTC website which may not be applicable to Corporate Clients.

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Checklist: Do You Know your Rights as a Wireless Consumer?

The Wireless Code establishes basic rights for “all” wireless consumers and puts new requirements on service providers.

This checklist will help you understand the most important things that the Code does for you. Want more detailed information? Consult the Wireless Code.

Do you pay your bill after you use your wireless service? If so, you use postpaid services, and you have the right

• to cancel your contract at no cost after a maximum of two years
• to cancel your contract and return your phone at no cost, within 15 days and specific usage limits, if you are unhappy with your service
• to have your phone unlocked after 90 days, or immediately if you paid in full for your phone, at the rate specified by the service provider, upon request
• to have your service suspended at no cost if your phone is lost or stolen
• to receive a Critical Information Summary, which explains your contract in under two pages
• to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
• to limit your data overage charges to $50 a month and your data roaming charges to $100 a month
• to pay no extra charges for a service described as “unlimited”
• to refuse a change to the key terms and conditions of your contract, including the services in your contract, the price for those services, and the duration of your contract

Your contract must

• use plain language and clearly describe the services you will receive
• include information on when and why you may be charged extra

Do you pay before you use your wireless service? If so, you use prepaid services, and you have the right

• to cancel your contract at no cost after a maximum of two years
• to cancel your contract and return your phone at no cost, within 15 days and specific usage limits, if you are unhappy with your service
• to have your phone unlocked after 90 days, or immediately if you paid in full for your phone
• to have your service suspended at no cost if your phone is lost or stolen
• to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
• to a minimum seven-day grace period in order to “top up” your prepaid card account and retain your balance

Your contract must

• use plain language
• clearly describe the conditions that apply to your prepaid balance and how you can check your balance

Are you a person with a disability? If so, you have the right to a copy of your contract in an alternative format at no charge and to a longer trial period (30 days) to ensure that the service and phone meet your needs.

Is your service provider respecting your rights? If you are unsure, you have the right to ask questions. First, contact your service provider. If you are still unsatisfied, contact the Commissioner for Complaints for Telecommunications Services Inc.: