Brave new world commences with wireless code
Rogers, Telus asked CRTC for extensions
Canadian wireless customers are being advised to keep a close eye on their cellphone bills to ensure they’re not dinged with charges banned under the updated wireless code, which goes into effect Friday.
The Canadian Radio-television and Telecommunications Commission updated the wireless code in June to ban mobile device unlocking fees and clarify rules for multi-user accounts. It gave providers until Friday to implement the code that governs more than 30 million wireless subscriptions in Canada.
But it’s not clear whether Rogers Communications Inc. and Telus Corp. can or will adopt the rules by the deadline.
Both applied to the CRTC for last-minute extensions in November, stating the rules for shared accounts are impossible to implement on time since they require extensive updates to their billing systems. They asked for six and four month extensions, respectively.
Other wireless players supported their requests and asked for an industry-wide extension, while consumer groups argued the regulator should enforce the deadline.
By Thursday, the CRTC had not granted an extension.
Barring a last-minute reprieve, extra protections will be in place for shared accounts as of Friday. Data and roaming overage fees are capped at $50 and $100 per month per account, and the account holder must consent to extra charges.
These rules were introduced to eliminate bill shock that came when device holders that don’t pay the bills said yes to additional charges without consent from the account holder.
The updated code also clarified that providers cannot multiply overage caps for each device on an account.
Telus and Rogers said these bill management rules are complex and too challenging to implement on time. All providers including Telus and Rogers, however, plan to implement the new unlocking rules on time.
As of Friday, all phones must be sold unlocked and companies may no longer charge a $50 fee to unlock them.
Carriers traditionally sold devices locked for sole use on their networks to stop customers with subsidized devices from switching to their competitors. They earned nearly $38 million from unlocking fees in 2016.
The CRTC refused to say what sort of penalties providers will face, if any, if they don’t implement the updated code on time. But the regulator said the impact of the extension requests is limited.
It only affects Telus and Rogers customers on family or shared plans, and for these customers it only affects data caps and roaming notification rules, CRTC spokeswoman Patricia Valladao said in an email.
“No other wireless code rules are affected,” Valladao said.
Their requests will not affect how the Commission for Complaints for Telecom-television Services deals with complaints, Valladao noted. If a customer thinks their service provider is breaching the updated wireless code, they are encouraged to complain to the CCTS.
John Lawford, executive director of the Public Interest Advocacy Centre, said customers should keep a close eye on their bills for the next few months. If the billing systems aren’t updated and extra charges go through, the CCTS will help consumers resolve the problem, he said.
“You will get your money back,” Lawford said. “Just be vigilant.”
He also advises consumers be patient with unlocking their devices if there’s an initial rush to do so.