Updated resource clarifies expectations and supports consistent application of the Code in complaint resolution
Ottawa (28 May 2026) – The Commission for Complaints for Telecom-television Services (CCTS) has published an updated Annotated Guide to the Canadian Radio-television and Telecommunications Commission (CRTC) Wireless Code. The guide is intended to support a shared understanding of how the Wireless Code is interpreted and applied in the CCTS’s complaint resolution process.
The Wireless Code establishes rules that support consumers throughout their relationship with their wireless service provider, including when entering into agreements as well as in areas such as contract changes, billing, roaming charges, cancellation, and disconnection. The CCTS’ Annotated Guide complements the Code by providing additional context on how these requirements are assessed in practice.
“This updated guide reflects our continued focus on transparency and consistency in how we apply the Wireless Code,” said Josée Bidal Thibault, Commissioner and CEO of the CCTS. “It is designed to help service providers and consumers better understand how the Code is interpreted in the complaint process and what evidence service providers can provide to demonstrate that Code requirements have been met.”
What’s new in the updated guide
The revised Annotated Guide includes:
- Updated interpretations of key provisions of the Wireless Code
- Clarification of CCTS expectations related to specific Code requirements
- Guidance on the types of evidence service providers can provide to demonstrate that Code requirements have been met
- Expanded explanations in areas where the CCTS continues to observe a higher volume of confirmed breaches
- A history of CCTS confirmed Wireless Code breaches over the past 5 years of Wireless Code administration
The guide also provides additional detail and examples in several key areas, including:
- Clarity requirements – including further explanation of plain language expectations and how clarity is assessed
- Contracts and related documents – including what constitutes a permanent copy of a contract and how key terms are evaluated
- Bill management – including application of international roaming notifications, caps, and customer consent for additional charges
- Disconnection – including required steps in the disconnection process and the evidence needed to demonstrate compliance with notification requirements
The Annotated Guide is part of the CCTS’s broader effort to promote consistency and transparency in the complaint resolution process. It is intended as a practical reference for service providers and a resource for consumers seeking to better understand their wireless rights and how the CCTS applies the Wireless Code to a customer complaint.
About the CRTC Wireless Code
The CRTC Wireless Code is a mandatory code of conduct that sets out the rights of wireless consumers and sets out rules that mobile wireless service providers must follow. It applies to all wireless services, whether purchased individually or as part of a bundle, and regardless of how the service is purchased.
The Code requires service providers, among other things, to:
- communicate in a clear, timely, and accurate manner using plain language
- provide contracts and related documents that are easy for customers to understand
- clearly set out pricing, including whether taxes are included
- respect limits on overage charges for services purchased on an unlimited basis
- clearly disclose any limits on the use of services.
About the CCTS
The CCTS is Canada’s national, independent telecom and TV ombuds organization dedicated to working with consumers and service providers. The CCTS provides impartial, fair, and effective complaint resolution services at no cost to consumers. Telecom and TV consumers can reach out to the CCTS for help and file a complaint if they are unable to resolve a dispute with their service provider.
Media contact
Nasha Brownridge, Director, Communications and Stakeholder Affairs, communications@ccts-cprst.ca
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