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Internet Code of Conduct

The Canadian Radio-television and Telecommunications Commission (“CRTC”) has created the Internet Code of Conduct (“Internet Code” or “Code”) so that consumers of Internet services will be better informed of their rights and obligations contained in their contracts with Internet service providers.

Your rights as an Internet consumer

The Internet Code establishes basic rights for all Internet consumers. Under the Internet Code, customers have the right to:

  • a contract that uses plain language and clearly describes the services you will receive, and includes information on when and why you may be charged extra
  • receive a Critical Information Summary, which explains the key elements of your contract in under two pages
  • refuse a change to the key terms and conditions of your contract, including the services in your contract, the price for those services, and the duration of your contract
  • cancel your contract without the application of early cancellation fees if you do so within a defined trial period. At Xplore, all of our customers who subscribe to our services on a contract benefit from our 30-day Money-Back Guarantee
  • receive notifications when you reach 75%, 90% and 100% of your data usage limits, along with information on overage charges and data usage monitoring tools

The Code applies to all Internet services provided to individual customers by large facilities-based Internet service providers, in all provinces and territories, whether purchased on a stand-alone basis or as part of a bundle, and whether purchased in person, online, or over the phone. All service providers to which the Code applies must comply with the Code.

Customers with disabilities

Customers with disabilities have the right to request a copy of their contract and related documents in the format of their choosing (electronic or paper), at no charge.

To request documentation in an alternative format, please contact us using one of the following options:

  • Email our support team using [email protected].
  • Reach us by telephone at 1-866-841-6001
  • Web to Case: Using MyXplore, please access our “Web to Case” feature located under the “Cases” tab. If you don’t have your MyXplore login information, please contact us by email or phone relay service for assistance.

Customers who use American Sign Language (“ASL”) are encouraged to view the following videos. These videos provide information in ASL concerning the rights of customers under the Internet Code, commonly used terminology found in Internet service contracts, methods to manage data consumption.

Announcement: “The Internet Code – Announcement”