Extra fees should not be a barrier that prevents customers from activating, changing or cancelling their internet, phone, or TV services. To address these concerns, the Canadian Radio–television and Telecommunications Commission (CRTC) introduced rules to limit which types of fees most telecommunications service providers are allowed to charge customers. Under this new decision by the CRTC, most Canadian service providers are no longer permitted to charge customers certain fees for their services.
New rules at a glance:
As of June 12, 2026, most service providers are generally not allowed to charge fees for the activation of internet and wireless services or for modifying an existing service plan.
There are two main exceptions to this rule. Internet and wireless service providers can charge you a fee if:
- The activation or modification of a wireless or internet service requires a service technician to physically install the service or service equipment at your home or place of business.
- You explicitly agree to purchase an optional product or service.
Is my service provider allowed to charge this fee?
If you’re not sure whether your service provider is allowed to charge you a fee, start by reaching out to your service provider for an explanation. Often, we find customers can resolve their concern quickly with their provider directly.
Your service provider is likely not allowed to charge a fee for the activation or modification of a service if all three of these criteria are met:
- You, the customer, are either activating a new wireless or internet service plan or modifying an existing one.
- You have decided not to purchase any optional equipment or services.
- Your service provider charged you this fee after June 12, 2026.
If your service provider has charged you a fee, and all three of the above criteria are correct, you should contact your service provider directly to dispute the fee.
Do I have to pay this fee? When can CCTS help me?
If you believe your service provider has charged you for a fee that they’re not allowed to, this is what you should do:
- Contact your service provider to dispute the fee directly with them. Explain why you believe the fee is not allowed.
- Give your provider an opportunity to address your concerns and explain why the fee was charged. This means:
- Speak with a representative on the phone or online chat and clearly communicate your concerns with them, and
- Give your service provider a reasonable opportunity to fix the problem.
- Keep records of the date(s) and time(s) you connected with your service provider, what they said to you, and what the outcome of your conversation(s) was.
- If they refuse to waive a fee you believe is not permitted, or if you disagree with their explanation for not waiving the fee, you can file a complaint with the CCTS.
Important notes:
The CCTS cannot change the dollar ($) amount(s) of fees or prices that service providers charge under the terms of your contract. We are here to help if the fee(s) charged are against the terms of service, your contract, or other CRTC rules.
While your complaint is being reviewed, you should continue to pay any charges to your account that you’re not disputing. For example, if you are disputing a $30 activation fee, you may choose not to pay that amount while the CCTS is reviewing the complaint, but you should pay the rest of your bill. If the CCTS determines that the disputed fees were not legitimate, the provider must remove them. However, if CCTS determines that the fees are allowed to be charged, you will be responsible for paying them.
Fees your service provider is allowed to charge you
There are fees that a service provider can charge you, based on the terms of your contract, service agreement, or financing arrangement. Activation and modification fees can be charged if they relate to the physical installation of a service at your home.
Service providers can generally charge fees that are not related to activation and modification of a service plan, such as reconnection fee after disconnection for non-payment, bill reprint fee, or a 3G service maintenance fee. Service providers can also charge certain cancellation fees, if agreed to in the contract, such as equipment non-return charges, unpaid balance for device financing, and early cancellation for Internet services for a fixed term contract.
If you file a complaint with the CCTS because you believe your provider is not allowed to charge a certain fee, we may ask you for more information about why you believe your provider is not allowed to charge the fee. This helps us determine whether we can accept your complaint.
If the CCTS accepts and investigates your complaint, we may determine that the provider is allowed to charge the fee. In this case, the service provider wouldn’t be required to change anything.
Fees your service provider is not allowed to charge you after June 12, 2026
As of June 12, 2026, most internet and wireless service providers are no longer permitted to charge certain fees that are related to activating a new service plan or modifying an existing one, including:
- Activation fees (e.g. new account fee, service connection fee, setup service fee, enrollment fees)
- Installation fees if no technician is required to visit your home
- Change fees if no technician is required to visit your home, such as plan changes, service adjustments, internet speed changes.
Certain new fees require further clarification
Some service providers have recently introduced new fees. The CRTC is considering whether a select few of these new fees are permitted under its new rules. These fees include:
- Bell’s device-handling charge,
- TELUS’ SIM purchase and eSIM purchase fee, and
- Rogers’ device set-up charge, shipping charge for devices ordered online, and SIM fee.
Until the CRTC decides whether these fees are allowed or not, the CCTS may accept complaints about these specific fees. The CCTS may pause substantive dispute-resolution activities for complaints about whether these specific fees are permitted, since they are currently being considered by the CRTC.
We will continue to accept and investigate complaints about other fees in accordance with our usual process. For example, we will continue to accept complaints about whether a fee has been charged in accordance with a provider’s contract, or whether fees have been charged in accordance with CRTC rules.
What to expect from the CCTS
The CCTS helps Canadian consumers resolve dispute with their internet, wireless, telephone, and TV service providers. We provide impartial, independent dispute-resolution services when you and your provider have not been able to resolve the problem yourselves. We can help with issues about fees, billing and contract disputes.
Before filing a complaint with the CCTS, you must first try to resolve the issue with your service provider. You must contact your service provider directly, clearly explain your concerns to them, and give them a reasonable opportunity to fix the issue.
When we accept a complaint, the CCTS acts as an impartial third party. We review the facts, work with you and your service provider, and help find an appropriate resolution. Where necessary, we can investigate the issue to determine if your provider met its obligations to you, and, if not, we can require the provider to fix the issue.
Start a Live Chat