Unravelling webs of uncertainty: What an internet code could mean for Canadian consumers

Author

Public Interest Advocacy Centre

Organization

Public Interest Advocacy Centre (PIAC)

Published

2019

Summary

Internet access remains integral for Canadians to perform various daily-activities, with increasing demand and use of home internet. With this report, PIAC sought to: review the current regulatory framework for retail internet access services in Canada; analyze whether and how an Internet Code could help in addressing common consumer issues found relating to internet access; and gain insight from international practices into regulation of retail internet access. PIAC finds that Canadians continue to face several issues with their home Internet access services and recent regulatory efforts to address them still fall short. Prominent consumer internet service issues include billing; home Internet speed, often claimed to be either slow, or subject to throttling and poor quality of service (often a mismatch between the advertised Internet speed and what is actually delivered); lack of contract clarity; and challenges in installing and cancelling Internet access services.

The Report also reviewed how a potential “Internet Code” could be effective in addressing several of the above consumer issues regarding retail Internet access. While the Report was being drafted, the Canadian Radio-television and Telecommunications Commission (CRTC) released its “Internet Code” decision. The Report analyzes the CRTC’s Internet Code and finds that it does not adequately address several consumer issues, including speed claims and in one case, installation fees, actually permits additional unwarranted charges to be added to bills by Internet Service Providers (ISPs).

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OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Source: Consumer Policy Research Database