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ASL – Possible customer communication requirements (4 of 6)

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Possible customer communication requirements

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 is seeking comments on the questions, to be submitted no later than 13 November 2025.

Possible customer communication requirement

Q16. If a customer communication requirement is imposed:

  1. Should the customer communication requirement be required in the event of planned service outages or disruptions, unplanned service outages or disruptions, or both? Why or why not?
  2. Should the customer communication requirement differ in nature or content depending on whether the service outage or disruption is planned or not? Why or why not?
  3. Should the Commission determine the means and time frame for communications regarding service outages and disruptions with customers? Why or why not?
  4. What information should be required to be included in these communications?
  5. What should the means of communications be and why? Possible options include mailing lists, social media, announcements on the provider’s website, up-to-date service outage maps, etc.
  6. Should the communications be sent to account holders only or to account users as well to ensure that anyone using the service is kept informed of service outages or disruptions? Why or why not?

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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 presents the questions related to possible customer communication requirements from 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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