CRTC Updates Wireless Code of Conduct

Telecom Ombudsman Welcomes Revisions Aimed at Improving Code

Ottawa, June 15, 2017 – The Commissioner for Complaints for Telecommunications Services (CCTS) welcomes the release by the Canadian Radio-television and Telecommunications Commission (CRTC) this morning of updates to its Wireless Code of Conduct. CCTS administers the Code by using its provisions to resolve customer complaints, and publicly reporting on Code compliance by wireless service providers.

“Today’s update seeks to accomplish a variety of objectives. It clarifies certain Code provisions that were imprecise, modifies others to address changes in the wireless marketplace that have occurred since the Code was originally released, and is intended to give guidance to CCTS in administering the Code,” said CCTS Commissioner & CEO Howard Maker.

The decision was released following extensive public proceedings that included multiple submissions from CCTS as well as wireless service providers, consumer groups, academics, groups representing persons with disabilities, and others. “Based on our first review of this comprehensive decision, we are pleased that the CRTC chose to address the concerns that we identified during this proceeding, for example the identification of all contracted services as “key” contract terms. The CRTC also adopted interpretations of the Code that we have been making as we investigate complaints that raise novel issues under the Code, for example our approach to the rules for implementing data overage caps on multi-user plans”, noted Maker.

CCTS will begin to administer the updated Code based on the schedule mandated by the CRTC in the decision.

About the Commissioner for Complaints for Telecommunications Services (CCTS)

Since July 2007, CCTS has provided consumers with an independent and impartial mechanism for the resolution of complaints about deregulated local and long distance telephone service, wireless service and internet service. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. Effective September 1, 2017, complaints about television services will also fall under CCTS’ mandate. Visit our website at

Commissioner for Complaints for Telecommunications Services (CCTS),, toll free: 1-888-221-1687