ASL – Summary of the Proceeding (1 of 6)
Video is also available in Langue des signes québecoise (LSQ).
Video Transcript
Call for comments – Consumer protections in the event of a service outage or disruption
The summary of this notice of consultation is being provided to help promote accessibility and is not an official version of the notice of consultation.
The Commission will accept comments that it receives on or before 13 November 2025.
Summary
Canadians need access to reliable, affordable, and high-quality communications services for every part of their daily lives.
Telecommunications service outages, even if they are short, are highly disruptive and can seriously impact Canadians’ day-to-day lives. All outages can have harmful effects on people, especially when they cannot connect to emergency services in times of need.
The Commission, along with telecommunications service providers (TSPs) and other government authorities, all play a role in preventing and managing telecommunications service outages. This includes federal departments like Innovation, Science and Economic Development Canada and Public Safety Canada, as well as provincial, and territorial emergency management organizations, and 9-1-1 call centres.
In this consultation, the Commission is looking to help make it easier for Canadians to know what to expect from their Internet, cellphone, telephone, or television service providers in the event of a service outage or disruption. It is considering additional consumer protections, including clearer communications from service providers during outages and refunds for lost services.
This is another step the Commission is taking to better protect Canadians through its Consumer Protections Action Plan and Consumer Protection Codes. The Commission intends to initiate additional public proceedings to further improve and harmonize the Consumer Protection Codes after it considers the issues raised in this proceeding
The Commission will accept video interventions and replies in ASL and LSQ.
In this consultation, the Commission is looking to help make it easier for Canadians to know what to expect from their Internet, cellphone, telephone, or television service providers in the event of a service outage or disruption. The Commission is considering additional consumer protections, including clearer communications from service providers during outages and refunds for lost services.
This video introduces the summary of the Notice of Consultation.
Notice of Consultation CRTC 2025-227
Consultation about consumer protections in the event of a service outage or disruption
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