Share your thoughts about consumer protections in the event of a service outage or disruption
A sign language interpretation of the executive summary of the Notice of Consultation is available as a video playlist.
Current status: Open
Start date: September 4, 2025
End date: November 13, 2025
We are seeking your comments on additional consumer protections to help ensure Canadians have the information they need during an outage. These measures include ensuring customers receive meaningful and timely updates, as well as refunds or bill credits after an outage.
How to participate
There are a few ways you can participate. Please note that we will make all comments public. The deadline to participate is November 13, 2025, at 8 p.m. (Eastern time).
We accept videos in ASL and LSQ for this consultation.
You must provide a working link to your video in the comments box in the “Submit an intervention” section of the intervention form.
Be part of the conversation
Share your input through our engagement platform: CRTC Conversations
Submit a formal comment online
Use the intervention form.
We also accept comments in ASL and LSQ. You must submit a link to your video using our form.
You will have to agree to our privacy statement first.
Participate by mail
Send a letter with your ideas and input to:
Secretary General
Canadian Radio-television and Telecommunications Commission
Gatineau, Quebec
Canada, K1A 0N2
Send us a fax
Send a fax to 819-994-0218 with your comments.
If you need help submitting your comments, contact our public hearings group by email to hearing@crtc.gc.ca.
First Nations, Inuit, and Métis peoples and organizations requiring assistance submitting comments, including oral interventions, can contact the CRTC’s Indigenous Relations Team.
Who is the focus of this consultation
We are looking to learn from anyone who is interested in this topic, as well as those who may be affected more or differently than others by service outages.
This consultation may be of interest to:
- public interest groups
- telecommunications service providers
- television service providers
- telecom industry experts
- accessibility groups
- rural and remote communities
- Indigenous peoples and First Nations
- advocates for emergency services and 9-1-1 access
- members of the public
Key topics for discussion
We invite you to provide your comments on:
- how Internet, phone, and television outages affect you
- what outage protection measures are necessary in Canada
- whether consumer protections should apply to both planned and unplanned outages
- what information you need from your telecommunications and broadcasting service provider in the event of an outage
- whether protections should include refunds or bill credits corresponding to the duration of the outage
- how telecommunications and broadcasting service providers can better communicate with consumers about planned outages
Read the Notice of Consultation for more details.
What we are learning
- Interventions (comments we received online, by mail and by fax)
Related information
- Date modified: