CRTC launches three consultations on price notifications, cancellation fees and self-serve

The Canadian Radio-television and Telecommunications Commission (CRTC) launched three public consultations in an effort to make it “easier” for Canadians to choose internet and cellphone plans the work for them.

In a new release, the commissions said the consultations would allow Canadians to share their experiences with the CRTC. It said the consultations will “help generate new ideas on how Canadians can have more control over their internet and cellphone services.”

The first consultation is related to new measures to notify Canadians when their plans or discounts are about to end. The goal is to help prevent bill shock by better notifying people when prices are going to change.

The second consultation relates to the CRTC looking to stop providers from charging fees when Canadians cancel or change their plans.

Finally, the CRTC is exploring how self-serve options could help Canadians change or cancel their plans for the third consultation.

The commission will accept comments until January 9th, 2025. Those interested can participate through the following online forms:

• Notifications for plan or discount changes consultations: online form.
• Charging fees for cancelling or changing plans consultations: online form.
• Self-serve consultation: online form.

Alternatively, people can write to the ‘Secretary General, CRTC, Ottawa, Ontario K1A0N2’ or send a fax to 819.994.0218. All comments will be part of the public record.

Further, the commission says it will launch more consultations in the coming weeks, including one about making it easier to compare plans when shopping for internet services.

I’m curious to see where these consultations will go and whether they’ll lead to improvements for Canadians, though I have some early reservations. For example, I think the first consultation attempts to treat a symptom but not the root cause of bill shock. A better system to notify customers when bills are going up will be welcome, but I think most customers would rather their prices not go up at all.

Similarly, for the third consultation, most providers already offer self-serve tools, so here’s hoping that consultation leads to improved self-serve tools.