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Investigation Findings Library
Search by keywords or filter by service type, language, or other criteria
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For definitions of terms used in our reports, visit the
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Keywords:
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Services:
Internet
Television
Wireless
Home Phone/VOIP
Languages:
English
French
Obligations Met:
Yes
No
Years:
2024
2025
2026
to
2024
2025
2026
Filter by Issue
Type of Issue:
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Billing
Bill delivery
Fees for paper billing
Invoices not received
Monthly price plan
Bundling discounts
Credit/refund not received
Government and regulatory fees
Incorrect Charge for monthly price plan
Regular price increase of monthly price plans
Rental equipment
Top-up
Value-add services
One-time fees
Deactivation charges/billed after cancellation
Equipment charges
Installation/activation/reactivation charges
Late-payment fees
Repair charges
Payment issue
Misapplied payments
Payment arrangement dispute
Pre-authorized payments
Usage-based charges
3rd party charges
Airtime
Bandwidth usage
Chargeable messages
Data charges
Long distance toll fraud
Pay per use services
Roaming charges
Text messaging charges (not premium)
Contract dispute
Compliance with Terms of Service/Contract
Breach of contract
Changes to the contract
Device financing
Renewal of contract
Termination fee
Disclosure issues
Device financing
No Consent/Contract conflicts with agreement
Rules related to agreement are unclear
Credit management
3rd party credit reporting
Credit deposits or limit
Service delivery
Disconnection/suspension
Nonpayment/collections
Out of service due to policy
Seasonal suspension
Install/cancellation of service
Damage to property
Due dates not kept/delay
Installation error
Unable to cancel
Service not working
Complete loss of service
Intermittent service
Repair issues and appointments
Transfer of service
Unable to port
Unauthorized port
Filter by Code
Type of code:
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Deposit & Disconnection Code
Article 2: Amount, reasons, reviewing, interest
Article 3.1: Grounds for Disconnection
Article 3.4: Disconnected outside of prescribed hours
Article 3.5: Disconnection in error
Article 3.6: Disconnection during dispute
Articles 3.2 and 3.3: notice not provided or incomplete
Internet Code
A.1. Clear communication
A.2. Prices
A.3. Unlimited services
A.4. Charges for device/service not purchased
A.5. Clarity of offers
B.1.(i-ii) Permanent copy of the contract and related documents
B.3. When a customer requests a copy of their contract
B.4. Accessible formats
B.5.(i) a-e Key contract terms and conditions
B.5.(i) f-n Other aspects of the contract
C.1. Critical Information Summary
D.1. Changes to key contract terms during the commitment period
D.2. Changes to key contract terms after the commitment period
D.3. Changes to other contract terms and conditions
D.4. Information that must be disclosed during offers to change existing contract
E.1. Notification - Usage limit
E.2. Data monitoring tools
E.3. Notification - Data overage charges
F.1. Service calls, including visits for installation and repairs
F.2. Service outages
G.1. Early cancellation fees - General
G.2. Trial period
G.3. Cancellation date
G.4. Refunds for services paid in advance not provided following cancellation
G.5. Contract extension
H.1. Requesting, reviewing, and returning a security deposit
I.1. When disconnection may occur
I.2. Notice before disconnection
I.3. Disconnection during dispute
Television Service Provider Code
I. Communicate in plain language in either French or English
II. Clarity of offers
III. Promotion of packaging options
IV. Plain language agreements
IX. Critical Information Summary
V. Language of written agreement
VI. Prices in the written agreement
VII. Fixed-term agreements
VIII. Trial period for persons with disabilities
X. Changing programming options
XI. Notice for changes to programming options
XII. Service calls including visits to residences for installation and repairs
XIII. Service outages
XIV. Disconnection
Wireless Code
A.1. Plain language
A.2. Prices
A.3. Unlimited services
B.1.(i-ii) Permanent copy of the contract and related documents
B.1.(iii) a-e Key contract terms and conditions
B.1.(iii) f-m Other aspects of the contract
B.2. Prepaid service contracts
C.1. Critical Information Summary
D.1. Changes to key contract terms and conditions
D.2. Changes to other contract terms and conditions or related documents
E.1. International roaming notification
E.2. Cap on data roaming charges
E.3. Cap on data overage charges
E.4. Unsolicited wireless services
E.5. Mobile premium services
F.1.(i) Unlocking - Locked phone sold
F.1.(ii) Unlocking - Means to unlock not provided
F.2. Information of manufacturer's warranty
F.3. Lost or stolen devices
F.4. Charges during repairs
G.1. Early cancellation fees – General
G.2. Early cancellation fees - Calculation - Subsidized device
G.3. Early cancellation fees - No subsidized device
G.4. Trial period
G.5. Cancellation date
G.6. Contract extension
H.1. Requesting, reviewing, and returning a security deposit
I.1. When disconnection may occur
I.2. Notice before disconnection
I.3. Disputing disconnection charges
J.1. General