CRTC introduces new rules making it easier for Canadians to switch or cancel phone and internet plan, increasing affordability and consumer control over telecom services.
The Canadian Radio-television and Telecommunications Commission (CRTC) has introduced a set of new rules aimed at making it easier for Canadians to switch or cancel their phone and internet plan, marking a major step toward improving consumer flexibility in the telecommunications market.
Under the new framework, customers will be able to change or cancel their mobile and internet services through digital channels such as apps, online platforms, or email. However, these changes will not take effect immediately. The rules are scheduled to come into force on April 26, 2027, giving service providers time to adjust their systems.
The CRTC Chairperson and Chief Executive Officer, Vicky Eatrides, stated that today’s decision finalizes the regulator’s approach to evolving competition, which is already expanding access to more affordable internet services for Canadians. She noted that the final rates are based on actual costs, allowing companies to compete for customers while still maintaining strong incentives to invest in and build high-quality networks.
The decision follows a public consultation process that focused on improving how Canadians interact with telecom providers. One of the key concerns raised was the difficulty consumers face when trying to cancel services. While many providers already offer online tools for plan changes, cancellation often still requires a phone call or is handled indirectly when switching to another carrier through number portability.
The CRTC noted that this process has become increasingly frustrating for users, especially as companies reduce or outsource customer support roles. The new consumer friendly plans aim to remove these barriers and give consumers more direct control over their services.
Alongside cancellation improvements, the consultation also led to better notification requirements for expiring promotions, contract changes, and roaming charges. This decision is part of a broader effort to increase competition in Canada’s telecom sector. Since February 2025, competitors have been allowed to access major telecom companies’ fibre networks, enabling them to offer services to millions of households.
Business Fortune notes that the CRTC’s latest measures aim to balance fair pricing, stronger competition, and better consumer choice while continuing to support infrastructure investment, alongside ongoing market monitoring to ensure affordability, transparency, and wider access to high-speed internet across Canada.
