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These services are more important than ever in our daily lives. Canadians need to know their rights when it comes to their Internet contracts.</p> <div class="row mrgn-bttm-lg"> <div class="col-md-6"> <p>The Code applies to the largest national and regional Internet Services Providers (ISPs), which, at this time, are:</p> <ul> <li>Bell Canada (including Bell MTS, NorthernTel and T茅l茅bec)</li> <li>Cogeco</li> <li>Eastlink</li> <li>Northwestel</li> <li>RCCI</li> <li>SaskTel</li> <li>Shaw</li> <li>TCI</li> <li>Videotron</li> <li>Xplornet</li> </ul> <p>Although it applies to the largest ISPs, the CRTC expects <strong>all</strong> ISPs to follow the Code.</p> <p>The Commission for Complaints for Telecom-television Services (CCTS) administers the Code. This ensures that ISPs, in addition to complying with their Internet service contracts, meet other minimum standards deemed necessary by the Commission.</p> </div> <div class="col-md-6"> <h2 class="mrgn-tp-0">Among other things, the Code covers:</h2> <ul class="fa-ul"> <li><span class="fa-li"><span class="fas fa-check"></span></span>Easy to understand contracts</li> <li><span class="fa-li"><span class="fas fa-check"></span></span>Clearer information about prices</li> <li><span class="fa-li"><span class="fas fa-check"></span></span>Bill shock protection</li> <li><span class="fa-li"><span class="fas fa-check"></span></span>Greater flexibility</li> </ul> </div> </div> <div class="ic-section reveal-elements"> <section class="row bg-01"> <div class="col-md-6 hidden-xs hidden-sm"><img class="digit digit-frombottom" src="/images/internetcode/1-Image-Contracts-2_02.png" alt=""></div> <div class="col-md-6 digit ic-text no-pddng-rght"> <div class="wht-bg-rds"> <h3>Easy to understand contracts</h3> <ul> <li>Your contracts are easy to understand.</li> <li>You get information in writing about policies for service calls, outages, security deposits and disconnections.</li> </ul> </div> </div> </section> <section class="row bg-02"> <div class="col-md-6 digit ic-text no-pddng-lft"> <div class="wht-bg-rds"> <h3>Clearer information about prices including for bundles, promotions and time-limited discounts </h3> <ul> <li>You get clear information about prices, bundles, promotions and time-limited discounts.</li> <li>The ISP must spell out key contract terms when you agree to a contract.</li> </ul> </div> </div> <div class="col-md-6 hidden-xs hidden-sm"><img class="digit digit-fromright" src="/images/internetcode/2-Image-ClearerInfo-2_02.png" alt=""></div> </section> <section class="row bg-03"> <div class="col-md-6 digit ic-text no-pddng-lft"> <div class="wht-bg-rds"> <h3>Bill shock protection</h3> <ul> <li>The ISP must let you know when you’re getting close to or have reached your data limit.</li> </ul> </div> </div> <div class="col-md-6 hidden-xs hidden-sm"><img class="digit digit-fromleft" src="/images/internetcode/3-Image-BillShock-2_02.png" alt=""></div> </section> <section class="row bg-04"> <div class="col-md-6 hidden-xs hidden-sm"><img class="digit digit-frombottom" src="/images/internetcode/4-Image-Flexibility-2_02.png" alt=""></div> <div class="col-md-6 digit ic-text no-pddng-rght"> <div class="wht-bg-rds"> <h3>Greater flexibility</h3> <ul> <li class="full-width">If the contract doesn’t match the offer, you can cancel within 45 days with no fees.</li> <li>If your contract has an early cancellation fee, you get a trial period of at least 15 days.</li> <li>The maximum time ISPs can impose early cancellation fees for is 24 months.</li> </ul> </div> </div> </section> </div> <h2>Having issues with your ISP</h2> <ul> <li><strong>Step 1</strong>: Try to resolve the issue with your service provider</li> <li><strong>Step 2</strong>: If necessary, file a complaint with the <a href="https://www.ccts-cprst.ca/for-consumers/complaints/complaint-form/">CCTS</a></li> </ul> <h2>Steps we’ve taken and what we’ll do next</h2> <ul> <li><a href="/eng/internet/codesimpl.htm">The Internet Code</a></li> <li><a href="/eng/archive/2018/2018-422.htm">Proceeding to establish a mandatory code for Internet services</a></li>  <li>Address non-compliance issues</li> <li>We plan to review the Code within 3 years to make sure it’s an effective tool to address customers’ concerns</li> </ul> <details> <summary>Decisions related to the Internet Code</summary> <p><strong>Deadline extensions</strong></p> <p>When the Internet Code was created, the Commission gave companies six months to implement it or prove that it was technically impossible or financially unreasonable for them to meet the deadline.</p> <p>We received two requests for extensions:</p> <ul> <li><a href="/eng/archive/2020/lt200407a.htm">Bell MTS Internet Code extension request decision</a> (April 2021) </li> <li><a href="/eng/archive/2020/lt200407.htm">Rogers Internet Code extension request decision</a> (April 2020)</li> </ul> </details> <h2>ASL videos</h2> <p>Watch the American Sign Language (ASL) <a href="https://www.youtube.com/playlist?list=PLJt2Z_9Kp286Up4of_MCaUGMi8POfJ5EO">videos</a> on the Internet Code.</p>  <dl id="wb-dtmd"> <dt>Date modified: </dt> <dd> <script> // build scenes var revealElements = document.getElementsByClassName("digit"); 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