CRTC issues latest Telecom Regulatory Policy in consumer protections action plan

On April 13, 2026, the Canadian Radio-television and Telecommunications Commission (CRTC) issued Telecom Regulatory Policy CRTC 2026-67, Enhancing Customer Notifications. This policy is the second in a series implementing recent amendments to the Telecommunications Act, which came into force on October 30, 2025.

The first policy in the series, Telecom Regulatory Policy 2026-43, Prohibition of fees that are a barrier to switching cellphone and Internet plans, eliminated certain fees associated with switching cellphone and internet plans. A third policy addressing ways Canadians can make changes to their cellphone and internet service plans themselves (i.e., self-service mechanisms) is expected in spring or summer 2026. Collectively, the CRTC takes the position that these policies are intended to "help protect and empower Canadians in their dealings with internet, cellphone, home phone, and television service providers."

Telecom Regulatory Policy 2026-67 introduces several new customer notification requirements to be implemented through amendments to the Wireless Code and Internet Code:

• Requirements for 90-Day contract expiry notifications: While service providers are already required to notify customers on fixed-term contracts at least 90-days before contract expiry, such notifications must now also include: (i) a hyperlink to a list of plans available for purchase and their features, (ii) information about the device rental plan (for customers who have a device rental plan), including their options to either return the device or pay the final amount if they want to keep it, and (iii) information on where customers can find the self-service mechanism and how they can use it.
  
  
• Notification requirements for expiring time-limited discounts/promotions: Where a time-limited discount or promotion lasts more than three months, service providers will now be required to directly notify customers 90 calendar days before the end of the time-limited discount or promotion (in addition to notifying customers through their monthly bill).
  
  
• Notification requirements for data roaming: Service providers will now be required to send a notification to customers when their data roaming usage reaches $50 (which is half of the existing $100 roaming charge cap) and, in the notification, provide customers with information about their roaming options and how to access them at that time.
  
  
• Customer’s selected method of delivery for notifications: Service providers will now be required to send the 90-day notifications and notifications related to expiring time-limited discounts/promotions using a customer’s selected method of delivery (e.g., email, text message, postal mail).
  
  
• Notification retention requirements: To ensure that the Commission for Complaints for Telecom-television Services Inc. (CCTS) can assess service providers’ compliance with the notification requirements, should a customer submit a complaint, service providers must retain a copy of the notifications sent to their customers.

The above amendments apply to all service providers subject to the Wireless Code and Internet Code.

The CRTC will begin enforcing the amendments to the Codes starting on April 13, 2027, to allow service providers time to implement necessary changes. In the meantime, service providers must submit quarterly progress reports until implementation of these new notification requirements is complete.

Looking ahead

The CRTC has indicated that it intends to examine whether to expand the application of the Codes to other providers in an upcoming proceeding to harmonize the four consumer protection codes (i.e., the Wireless Code, the Internet Code, the Television Service Provider Code, and the Deposit and Disconnection Code). In a concurring opinion, Ontario Commissioner Bram Abramson suggested that global streaming services may be among the categories considered. The CRTC expects to launch this proceeding for public comment in Spring 2026.

We will continue to track this development and provide additional updates as more information becomes available. If you have any questions about how, or whether, your organization may need to comply with the new requirements, please contact Gabriella Levkov or Michal Kasprowicz.