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Canada’s telecommunications regulator says it will prevent companies from charging customers when they cancel, change or activate plans.
The CRTC says the move is meant to make it easier for consumers to switch internet and cellphone plans, with the ability to take advantage of better offers without having to worry about unexpected costs.
The new rules will come into effect on June 12.
The regulator says it will announce additional consumer protection measures in the coming months to make it easier to shop for, compare and choose plans.
In late 2024, the CRTC launched a handful of consultations related to empowering cellphone and internet customers, seeking feedback on potential changes around notifications, self-serve options and fees.
The commission has been considering measures to ensure people know when their plans or discounts are about to end to avoid bill shocks. The CRTC is also exploring potential self-serve options for when customers need to change or cancel their plans to make those actions easier.
The proposals came after the federal government made changes to the Telecommunications Act which required the CRTC to put new consumer protection measures in place.
“We are taking action to give Canadians more control over their internet and cellphone services,” said CRTC chairperson and CEO Vicky Eatrides in a news release.
“Today’s decision removes extra fees to activate, change or cancel a plan. This means that consumers can switch to a better deal without having to pay extra just to get the service that works best for them.”
As part of a separate proceeding, the CRTC has been considering whether service providers should be required to display certain information about home internet plans — such as price and speed — through a standardized label.
The concept has been compared to food nutrition labels at grocery stores, which list information about serving size and calories in a standardized format.
The regulator held a hearing on that proposal last June, where some experts argued the move would help boost consumer literacy when shopping for home internet plans.
Canada’s telecom watchdog says complaints about cellphone, internet and television services shot up by 17 per cent from 2024 to 2025, with the chief gripe being about unclear or incorrect billing.
In 2024, the CRTC’s American counterpart, the Federal Communications Commission, began requiring that internet providers display standardized labels, both in-store and online, containing information about cost and performance.
However, representatives from Canada’s telecom industry questioned whether the U.S. regulator’s requirements are actually helping consumers, with some companies pointing out they already provide key information that customers need when purchasing a new internet plan.
The commission said Thursday it plans to launch another public consultation to review its consumer protection codes, including the Internet Code and the Wireless Code, with the goal of simplifying and combining them into one code.
