Less than nine months after initiating a proceeding to establish
a mandatory code for Internet services1 , the Canadian
Radio-television and Telecommunications Commission (CRTC) has
released its decision establishing an Internet Code (the Code)
applicable to large facilities-based internet service providers
(ISPs).2 This code will provide consumers across Canada
with new customer rights. Among other things, it will ensure that
consumers benefit from increased clarity in their interactions with
ISPs; from clearer prices, including for bundles, promotions and
time-limited discounts, and from increased clarity around service
calls, outages, security deposits, and disconnections. The Code is
designed to make it easier for consumers to understand their
Internet services contracts, to prevent bill shock from overage
fees and price increases, and to make it easier for consumers to
switch ISPs.
