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Consumer Rights Checklist

Learn how The Wireless Code establishes basic rights for all wireless consumers.

Postpaid versus Prepaid Services

The Wireless Code establishes basic rights for all wireless consumers. However, there are some differences between postpaid and prepaid services.

Not sure if you’re prepaid or postpaid?

  • You have postpaid services if you receive a bill at the end of the month that tells you what charges you’ve accumulated for the month – your bill might be the same each month or you might see extra charges (e.g., you went over your data for the month). You pay for the services you’ve already used.
  • You have prepaid services when you top up your account to activate your services for the month. If you forget to pay, chances are that your services will be temporarily suspended until you top up your account. You pay for the services you’re planning on using.

Do you pay a bill after you use your wireless service? If so, you have the right:

  • to cancel your contract at no cost after a maximum of two years
  • to be the only person to consent to additional charges on a shared or family plan, unless you authorize another user to do so
  • to limit your data overage charges to $50 a month and your data roaming charges to $100 a month for your entire account, regardless of the number of devices or users associated with the account
  • to refuse a change to the key terms and conditions of your contract, including the voice, text and data services in your contract, the price for those services, and the duration of your contract
  • to have your service suspended at no cost if your phone is lost or stolen
  • to receive a Critical Information Summary, which explains your contract in under two pages
  • to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
  • to a contract that uses plain language and clearly describes the services you will receive, and includes information on when and why you may be charged extra

As of December 1, 2017, you also have the right:

  • to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked
  • to cancel your contract and return your phone at no cost, within 15 calendar days and if you have not used more than half of the usage specified in your monthly plan limits, if you are unhappy with your service

Do you pay before you use your wireless service? If so, you have the right:

  • to cancel your contract at no cost after a maximum of two years
  • to have your service suspended at no cost if your phone is lost or stolen
  • to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
  • to a minimum grace period of seven calendar days in order to “top up” and retain your prepaid balance
  • to a contract that uses plain language, and clearly describes the conditions that apply to your prepaid balance and how you can check your balance

As of December 1, 2017, you also have the right:

  • to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked
  • to cancel your contract and return your phone at no cost, within 15 calendar days and if you have not used more than half of the usage specified in your monthly plan limits, if you are unhappy with your service

Are you a person with a disability?

If so, you have the right to a copy of your contract, privacy policy, fair use policy, and Critical Information Summary in an alternative format at no charge. You are also entitled to a longer (30 calendar day) trial period and to all of your monthly usage during the trial period to ensure that the service and phone meet your needs.

Have a complaint about your wireless service?

First, try to resolve the issue with your service provider. If you are still unsatisfied, contact the Commission for Complaints for Telecom-television Services:

Mail: P.O. Box 81088, Ottawa ON K1P 1B1
Website: www.ccts-cprst.ca
Toll-free: 1-888-221-1687
TTY: 1-877-782-2384
Email: [email protected]
Fax: 1-877-782-2924

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Updated on Wed, 13 Jan 2021 by Tbaytel Shannon

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