Canadians shopping for Internet service will soon have access to clearer information about speeds and pricing under new rules from the Canadian Radio-television and Telecommunications Commission.
The CRTC announced Sept. 10 that Internet providers covered by its Internet Code will be required to provide customers with more realistic information about expected speeds, including performance during peak usage periods, rather than relying only on advertised “up to” speeds.
Providers will also have to clearly display the regular monthly price customers will pay once promotional discounts end.
Peak-hour speeds must be disclosed
Under the new rules, providers will have to disclose the typical Internet speeds customers can expect and provide information about performance during peak hours.
The CRTC defines peak hours for the new requirements as 7 p.m. to 11 p.m. on weekdays.
Providers will no longer be able to rely solely on maximum or “up to” speeds when advertising a plan. The regulator says the change is intended to give consumers a better idea of how a service is likely to perform when networks are busiest.
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Regular price must be easier to see
Internet companies will also be required to display the full monthly price after promotional discounts expire with equal or greater prominence than the discounted price.
Any necessary equipment rental fees will also have to be prominently disclosed before a customer signs up.
CRTC chair and CEO Vicky Eatrides said consumers should have straightforward information when comparing services.
“Canadians deserve clear information about speeds and prices when shopping for Internet services,” Eatrides said.
The new requirements are scheduled to take effect March 10, 2027.
Part of broader consumer protection changes
The decision follows a public consultation involving individuals, consumer organizations and Internet service providers.
The CRTC says the latest changes build on other consumer protection measures introduced this year, including eliminating certain fees associated with changing or cancelling Internet and cellphone plans, improving notices about expiring contracts and promotions, and giving customers more self-service options.
The regulator is also reviewing its various consumer protection codes with the goal of simplifying and combining them into a single code.