CRTC advances Consumer Protections Action Plan with new self-service requirements

The Canadian Radio-television and Telecommunications Commission (CRTC) has released Telecom Regulatory Policy 2026-78, Enhancing self-service mechanisms, introducing new requirements to enhance consumer control over Internet and wireless services. This decision is the third, and final, measure implementing recent amendments to the Telecommunications Act as part of the CRTC’s ongoing Consumer Protections Action Plan. Among these amendments is a requirement for service providers to implement a self-service mechanism that would make it easier for Canadians to make changes to their Internet and cellphone service plans on their own.

Key measures

The CRTC’s latest policy requires all telecommunications service providers (TSPs), whether or not currently governed by the CRTC’s Consumer Protection Codes (the Codes), to ensure that customers can:

• modify their service plans through a self-service mechanism;
• cancel their service plans through a self-service mechanism; and
• receive written confirmation of any action taken through a self-service mechanism.

These measures are intended to enable customers to modify or cancel their Internet and cellphone service plans in an easy and timely manner and without interacting with a live customer representative. The requirement to provide written confirmation is expected to promote transparency and accountability, including in the event of disputes.

The new requirements will come into force on April 26, 2027.

Definition of “self-service”

A central issue in the proceeding was how “self-service” should be defined. The CRTC adopted the following definition:

“Self-service includes any mechanism that is easy to use and enables a customer to perform actions in relation to their telecommunications service plan, including modifying (e.g., upgrading or downgrading) and cancelling it, without interacting with a live customer service representative, for example, through an app, a website, or by email.”

This definition applies to individual and small business customers, but not to large business customers, whose relationships with service providers are typically managed through account representatives.

Additional determinations

The CRTC also considered whether additional requirements should apply to self-service mechanisms and decided on the following:

• Fees should not be charged to access self-service.
• Fees may still be charged for actions taken through self-service, where permitted.
• Service providers must provide a written confirmation (e.g. a system-generated email) for any self-service action and specify the timeframe within which customers can expect to receive such confirmation.
• Existing consumer protections regarding accessibility and privacy apply to self-service mechanisms and are sufficient.

Regulatory approach

Unlike earlier measures under the Consumer Protections Action Plan, the CRTC has not implemented these requirements through amendments to existing Codes.

Instead, the self-service requirement will:

• apply to all TSPs;
• be administered directly by the CRTC; and
• fall outside the mandate of the Commission for Complaints for Telecom-television Services (CCTS), as self-service mechanisms are not considered part of the contractual relationship governed by the Codes.

The requirements apply to telecommunications services (i.e. Internet and wireless services) and do not extend to broadcasting services provided by television providers.

Looking ahead

Telecom Regulatory Policy 2026-78 represents the final decision implementing recent amendments to the Telecommunications Act under the Consumer Protections Action Plan.

The CRTC has indicated that further consumer protection measures are forthcoming, including requirements to ensure that Internet service plans are presented clearly and simply, as well as a future consultation to review and potentially consolidate the existing Codes. While no timeline for this consultation was provided in the policy, recent CRTC communications suggest that it is expected in Spring 2026.