As Canada’s national ombuds for the telecommunications and television sectors, we can help with complaints about internet issues related to your contract, billing, service delivery and credit management.

Who can submit an internet complaint 

You can submit a complaint about your internet service provider if your service is delivered to a fixed address in Canada. 

What types of internet service complaints does the CCTS accept 

Breach of internet service contract terms and commitments 

• Disputes about whether there is a contract, what is included in the contract or how the contract should be interpreted 

• Disputes about whether your service provider’s conduct meets its contractual obligations 

• Your service provider did not clearly disclose the terms of the contract 

Internet service billing disputes and errors 

• Agreeing on a price with your service provider, but getting billed for more  

• Being overcharged as the result of a billing system error  

• Being charged a price that is different than advertised or agreed-to 

• Being billed for pay-per-use services you did not use, like charges for data use 

• Not receiving a credit or refund that your service provider promised 

We cannot address complaints about the actual price of internet products or services. 

Internet service delivery and installation issues 

You experienced an issue with: 

• The installation, repair or disconnection of a service 

• The quality of the internet service, including unreasonable interruptions or complete loss of service 

• Transferring a service from one provider to another 

• Requests to cancel your service 

Credit management 

• Security deposits are mishandled or not returned 

• Disputes about payment arrangements with the service provider 

• Your service provider’s collections department or a third-party collection agency is contacting you to pay a bill that has already been settled 

• Your service provider incorrectly reported an unpaid bill to a credit agency, affecting your credit rating 

Accessibility 

We can help you with some, but not all, accessibility-related complaints.  

The Canadian Radio-television and Telecommunications Commission (CRTC) Wireless Code, Television Service Provider Code, and Internet Code require two kinds of accessibility accommodations: 

• An extended trial period for individuals with disabilities 

• Contracts and related documents must be provided in an accessible format upon request 

We can help with complaints that are related to these two CRCT code requirements.  

Most issues about a service provider’s failure to accommodate a customer’s accessibility requests are outside of our mandate. For example, we cannot help with complaints about: 

• Customer service, or your service provider’s indifference to a disability 

• Accessibility-related accommodation issue (for example, if described video is not available, or there are store accessibility issues) 

• Policies and procedures (for example, your service provider did not honour an accessibility policy or practice)     

At the request of the CRTC and members of the accessibility community, we do track when customers raise out-of-mandate accessibility issues about their service providers. We also refer these issues to the CRTC, which may have the authority to address them. 

Exclusions 

There are some internet service issues we can’t help you resolve.  

We do not accept complaints about: 

• Internet applications or content 

• Customer-owned equipment and wiring 

• Security services such as alarm monitoring 

• Infrastructure issues, such as rights of way, plant, poles, towers, and networking services 

• Pricing of products or services 

• Claims of false and misleading advertising 

• Privacy issues 

• Unsolicited messages (spam) 

Applicable Codes 

The Internet Code of Conduct 

The CRTC Internet Code is administered by the CCTS. This is a mandatory code of conduct that applies to all retail fixed internet access services, including cable, fibre, digital subscriber line (DSL), fixed wireless, and satellite provided by Canada’s 10 largest internet service providers and their brands and affiliates.The goal of the Internet Code is to make it easier for individual customers to understand their Internet service contracts, to prevent bill shock from overage fees and price increases, and to make it easier for Canadians to switch Internet service providers. 

The Internet Code helps customers by requiring internet services providers to: 

• Provide customers with clear information about prices, service bundles, promotions and time-limited discounts 

• Notify customers when they approach their data-usage limits and include the price of the internet plan in the agreement as a key contract term, which may not change during the commitment period, to reduce bill shock 

• Offer trial periods that will make it easier to ensure the service works for the customer 

Ready to submit a complaint? 

If you’ve already tried to resolve an issue with your service provider but were unsuccessful, you can submit a complaint with the CCTS.