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 Xplornet, 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 firstname.lastname@example.org.
- Reach us by telephone at 1-866-841-6001
- Web to Case: Using MyXplornet, please access our “Web to Case” feature located under the “Cases” tab. If you don’t have your MyXplornet 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”
Video 1: “The Internet Code – Contracts & Billing – Getting Started”
Video 2: “The Internet Code – Contracts & Billing – Fees”
Video 3: “The Internet Code – Contracts & Billing – Documents, Policies & Notifications”
Video 4: “The Internet Code – Networks”
Video 5: “The Internet Code – Devices & Tech Support”
Video 6: “The Internet Code – Methods to Manage Data Use”
Video 7: “The Internet Code and Your Rights as a Customer”
Have concerns about your Internet service?
If you have a complaint or dispute about your services, including local or long distance telephone service, wireless telephone service, or Internet service, please contact us at 1-866-841-6001 and we will be happy to assist you.
If you have been unable to reach a satisfactory resolution after contacting us, the Commission for Complaints for Telecom-television Services (“CCTS”) is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, the CCTS may be able to help you.
To learn more about the CCTS, you may visit its website at www.ccts-cprst.ca or call the CCTS toll-free at 1-888-221-1687.