CRTC clarifies that individuals or small businesses cannot be charged for a service following a cancellation

    May 5, 2016

    The Canadian Radio-television and Telecommunications Commission (CRTC) today clarified that telecommunications service providers cannot charge for a service that is not, and cannot be, provided following a cancellation.

    Furthermore, service providers must offer individual and small business customers a refund upon cancellation, based on the number of days remaining in the billing cycle, if the service fees are billed in advance.

    The CRTC also reminded small business customers to review their contract terms should they wish to cancel a telephone or Internet service before installation work has begun. Any fees charged by the service provider as a result should be reasonable and proportional to the costs it has incurred.

    These clarifications build on the CRTC's commitment to removing potential barriers to switching service providers. Thanks to previous CRTC decisions, Canadians can switch providers for their telephone, wireless, Internet or television services without having to give 30-days advance notice.

    The CRTC will continue to monitor complaints regarding 30-day cancellation policies, as well as relevant changes in the marketplace.