CRTC: Fee prohibition ruling

Modified on Wed, 10 Jun at 9:02 AM

At TELUS, we are committed to ensuring a smooth transition as we align our practices with the new CRTC requirements. Your current pricing and service experience will remain stable, and we appreciate your understanding during this change. If you have any questions or concerns about how these changes may affect you, please don’t hesitate to reach out to our customer support team. We’re here to help!

Overview

On March 12, 2026, the Canadian Radio-television and Telecommunications Commission (CRTC) announced a significant ruling aimed at enhancing customer flexibility in the telecommunications sector. This ruling mandates the removal of fees that hinder customers from switching their cell phone and Internet plans. The changes will affect services governed by the Wireless (postpaid) Code and Internet Code, but will not apply to TV or Smart Home Security services.

Details of the Ruling

The CRTC's ruling prohibits activation and modification fees associated with starting or changing a telecommunications service plan. This includes fees such as the Mobility Connection fee, WHP Connection fee, and Koodo Prepaid Activation. However, it’s important to note that certain fees may still be applicable under specific circumstances, such as reasonable installation fees or charges for optional add-ons that customers choose.

Prohibited Fees

After June 12, 2026, the following fees will no longer be allowed:

- Activation & Modification Fees: This includes any fees for activating new services or modifying existing ones.

- Early Cancellation Fees: For wireless services without a subsidized device, early termination fees will be eliminated. However, if a customer received a subsidized device as part of their contract, they will still need to pay off the remaining device balance.

Exemptions

Certain fees will remain permissible, including:

- Installation Fees: Reasonable charges for the physical installation of services at a customer's premises.

- Optional Add-ons: Fees for additional products or services that customers have explicitly chosen.

- Early Cancellation Fees for Internet: These fees will still apply for customers who cancel their Internet services before the end of their contract.