Canadians invited to share their views on the creation of an Internet Code

News release

November 9, 2018 – Ottawa-Gatineau – Canadian Radio-television and telecommunications Commission (CRTC)

The CRTC today announced that it is taking action to address increasing complaints about Internet services. Canadians are invited to share their views on the creation of a mandatory code of conduct for Internet service providers.

This proceeding is distinct from the ongoing inquiry on misleading or aggressive sales practices, which will culminate with the presentation of a report to the government.

The Internet Code would, among other things, establish consumer-friendly business practices, ensure contracts are easy-to-understand, and make it easier for Canadians to switch providers to take advantage of competitive offers.

To stimulate discussion and debate, the CRTC has prepared an Internet Code Working Document, which is based on provisions in the Wireless Code and the Television Service Provider Code.

Canadians have until December 19, 2018 to submit their comments by:

  • filling out the online form
  • writing to the Secretary General, CRTC, Ottawa, Ontario K1A ON2, or
  • sending a fax to (819) 994-0218.


“Codes of conduct are in place to protect Canadians who subscribe to wireless and television services. While Internet services play an important role in the everyday lives of Canadians, the number of complaints has been trending up and we are of the view that a code for these services may be needed.”

-Ian Scott, Chairperson and Chief Executive Officer, CRTC

Quick facts

  • In its 2016-17 annual report, the Commission for Complaints for Telecom-television Services (CCTS) noted a 38% increase in complaints about Internet services compared to the previous year.

  • The CRTC is seeking comments on the need for an Internet Code, as well as its content, implementation, administration, enforcement and promotion.

  • The CRTC created the Wireless Code in 2013 and the Television Service Provider Code in 2017.

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