Internet

As an internet complaint ombudsman we can help you with a wide range of complaints against internet providers about internet products and services.

Compliance with internet service contract terms and commitments (but not the contract terms themselves)

  • disputes about whether there is a contract, what is included in a contract or how the contract should be interpreted
  • disputes about whether the provider’s conduct meets its contractual obligations
  • misunderstandings about the particulars of a contract or term

Internet service billing disputes and errors (but not the price of the service itself)

  • having agreed to one price and subsequently being charged more
  • being overcharged due to either a billing system error or a price that is different than advertised
  • being billed for per-use services which they claim they did not use

Internet service delivery

  • the installation, repair or disconnection of service, including the quality of the internet service or unreasonable interruptions to service
  • transfers of service from one provider to another

Credit management

  • security deposits
  • payment arrangements
  • collections treatment of customer accounts

 

Exclusions

Exclusions from our phone mandate include:

  • internet applications or content
  • equipment
  • inside wiring
  • security services such as alarm monitoring
  • networking services
  • pricing of products or services
  • rights of way
  • plant, including (without limitation), poles, towers conduits, trenches and other support structures
  • claims of false and misleading advertising
  • privacy issues

 

The Internet Code of Conduct

The CRTC Internet Code is administered by the CCTS. This is a mandatory code of conduct that applies to large Internet service providers (including all of their brands and affiliates that provide Internet services) and to all retail fixed Internet access services (including, cable, fibre, DSL, fixed wireless, and satellite services).

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 clearer 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 switch providers and take advantage of competitive offers