CRTC wants push for better consumer access to competitive mobile plans

Canada’s telecom regulator says it wants to help Canadians gain access to new competitively priced mobile service plans and improve service transparency through three potential changes to consumer codes. The consultations stem from amendments to the Telecommunications Act introduced by the federal government’s latest budget. The Canadian Radio-television and Telecommunications Commission (CRTC) is now asking the public to weigh in to determine the specifics of those changes Telecom prices have been dropping in recent months as competition between carriers has increased.

But some consumers may not be able take full advantage of lower prices because of fees or other obstacles, said Scott Hutton, the CRTC’s vice-president of consumer, analytics and strategy. The proposed changes aim to make it easier for Canadians to switch between plans and providers. “Prices in the markets are changing and coming down.



We’ve seen data on that front,” Mr. Hutton said. “But Canadians don’t feel that just yet.

” The first consultation relates to the notifications that carriers must send subscribers before their plans end. Currently, under the Wireless Code, carriers are required send a notification 90 days before the end of a subscriber’s contract. The CRTC is considering whether to require carriers to notify subscribers before any promotional pricing ends, and to send them a list of similar service options to ensure they are not “oversold plans they do not want.

” The second consultation relates to fees that might discourage a consumer from switching to another carrier or a cheaper plan. The April budget measures banned carriers from charging any fees related to plan activation or modification that might have that effect, in the opinion of the CRTC. The regulator is asking the public to consider which – or all – fees should be considered “discouraging.

” The Consumer Protection Codes already require that service providers disclose any early cancellation fees. Mr. Hutton acknowledged that while carriers do not currently appear to be directly charging fees when subscribers change or cancel their plans, they may be charging other fees – like for porting a cellphone number to a new carrier or for ending a phone rental plan early – that the CRTC could consider banning entirely.

The final change relates to a budget requirement that carriers create “a self-service” option for subscribers to cancel or change their plans, meaning an online portal as opposed to calling a customer service phone line. The CRTC is asking what features should be made available through this self-service portal. He said this is an effort to ensure subscribers are not being sold “something that they don’t quite need.

” While some carriers provide online self service already, “most” do not, he said. The deadline for public submissions is Jan. 9, 2025.

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