Media
The Wireless Code, Wireless Public Alerting and Internet Code videos on this page have been developed in ASL and LSQ. The videos include voice-over and transcripts which are accessible to persons with a variety of disabilities.
Wireless Public Alerting
Announcement
Click here to see full video transcript
Canada’s wireless service providers have launched a new ASL and LSQ video series to provide an overview of the Canadian Wireless Public Alerting system for consumers that are Deaf, Deaf-Blind or Hard of Hearing.
Alert Ready is a service designed to deliver critical emergency alert messages to Canadians. Wireless Public Alerting is part of the Alert Ready system and distributes these alerts to compatible mobile devices, specifically smartphones.
Wireless Public Alert videos are available for these topic areas: 1. Introduction to Wireless Public Alerting 2. Roles and Responsibilities of WPA Partners 3. WPA-compatible Devices 4. Wireless Public Alerts 5. Test Alerts 6. Receiving Wireless Public Alerts While Travelling 7. Device Performance and Troubleshooting for Android Devices 8. Device Performance and Troubleshooting for Apple Devices 9. Device Performance and Troubleshooting of Devices Purchased from Other Countries
These videos are part of the continuing collaboration between wireless service providers and the Deaf, Deaf-Blind and Hard of Hearing community. All videos were produced with closed captioning, and include a voice-over and transcripts to ensure there is full accessibility.
The video series is available on wirelessaccessibility.ca website.
Introduction to Wireless Public Alerting
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These videos were developed to provide an overview of the Canadian Wireless Public Alerting system for consumers that are Deaf, Deaf-Blind or Hard of Hearing. This video is a part of the Wireless Public Alerting series.
Wireless Public Alerting and Alert Ready — What is it?
Alert Ready is a service designed to deliver critical emergency alert messages to Canadians. Wireless Public Alerting, or WPA, is part of the Alert Ready system and distributes these alerts to WPA-compatible mobile devices, specifically smartphones.
The Alert Ready system was developed by federal, provincial and territorial emergency management officials along with Environment and Climate Change Canada, Pelmorex Corp., and the broadcasting industry and wireless service providers.
For more information, you can visit your wireless service provider’s (company) website, or AlertReady.ca.
Who sends emergency alerts?
Federal, provincial, territorial or local governments are responsible for issuing emergency alerts.
At the federal level, they most often come from Environment and Climate Change Canada.
Each provincial or territorial government across Canada decides which agencies will have the authority to send alerts within their area. The organizations chosen by government are named “Alert Issuers” or “Alerting Authorities”.
For example, emergency alerts could be issued by provincial or territorial emergency management offices, or in some cases by municipal (city) emergency management offices or local police and fire departments.
What types of emergency alerts are issued via Alert Ready?
Federal, provincial and territorial governments have developed a specific list of the types of alerts that are considered a threat to life and should be “Broadcast Immediate”. These include natural disasters such as tornadoes, tsunamis, floods, fires, and hurricanes, as well as manmade events like chemical spills and acts of terrorism. Broadcasters and wireless service providers are only required to distribute “Broadcast Immediate” alerts.
Can I opt out of receiving emergency alerts on my wireless device?
The answer is no. Federal government regulations mandate that relevant alerts are distributed to wireless devices. Emergency alerts received on wireless devices are important and require immediate attention.
Authorized issuers can make certain wireless public alerting is limited in its geographical distribution, from a small area to a very specific area or limited area of coverage. However, in certain situations, an alert issuer may choose to send an alert to a broader area. For example, an AMBER Alert may be issued province-wide at the decision of the relevant government alerting authority.
Will emergency alerts be for my specific area?
Your compatible wireless device will receive an alert if it concerns the area that you are physically in. If you travel outside of the area with your device, it will not get alerts about that area but will pick up the alert about the area you are travelling to. This applies if your wireless device is powered on and connected to an LTE cellular network.
Will I still receive emergency alerts if cellular towers are affected by the situation?
Emergency alerts are broadcast from cellular towers and antennas within the area specified by the alert issuer. The towers/antennas, therefore, must be operational to send emergency alerts. If your wireless device is unable to connect to any towers/antennas, you will not receive the emergency alert on your wireless device. For example, if a tornado hits the wireless tower and it is down and not working, you will not receive the emergency alert.
Roles and Responsibilities of WPA Partners
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These videos were developed to provide an overview of the Canadian Wireless Public Alerting system for consumers that are Deaf, Deaf-Blind or Hard of Hearing. This video is a part of the Wireless Public Alerting series.
Roles and Responsibilities
Wireless Public Alerting is a complex system that includes many different organizations, each with a unique role to play. This includes wireless service providers (companies), alert issuers, government bodies and Pelmorex.
Role of Government Bodies
The National Public Alerting System is called Alert Ready. Alert Ready provides emergency management organizations with a standard alerting capability to send life-saving emergency alerts to television, radio and compatible smartphones. Wireless Public Alerting is one component of this system.
Through a collaborative process with both public and private sectors at different levels, the federal, provincial, territorial governments, set guidelines, regulations and procedures.
The Canadian Radio-television and Telecommunications Commission (CRTC) regulates the broadcasting and telecommunications service providers. Public Safety Canada is the federal lead for national public alerting, and works closely with federal departments and agencies, provinces and territories to coordinate national efforts.
Role of Pelmorex Corp.
Pelmorex Corp. operates the National Alert Aggregation and Dissemination (NAAD) System, which is the technical backbone for the National Public Alerting System. The NAAD System allows alert issuers to send out emergency alerts according to the technical standards for Canada.
Role of Alert Issuers
Federal, provincial, territorial and local governments are responsible for issuing emergency alerts.
These authorities decide what an alert will say and the area where it will be distributed. An alert can be sent to a relatively small area for example Ottawa, or it can be sent to an entire province — and even beyond, including across Canada.
Role of wireless service providers
All wireless service providers have the capability to forward emergency alerts received from alerting authorities to their customers’ WPA-compatible wireless devices using Cell Broadcast distribution over LTE networks.
Wireless service provider companies have no decision-making power as they do not decide the content of the alert, the timing or the geographic scope of distributing the alert. Their role is strictly to assist with the distribution of the alert issued by an authority.
Find more videos in this series below:
WPA-Compatible Devices
Wireless Public Alerts
Test Alerts
Receiving Wireless Public Alerts While Travelling
Device Performance and Troubleshooting for Android Devices
Device Performance and Troubleshooting for Apple Devices
Device Performance and Troubleshooting of Devices Purchased from Other Countries
The Wireless Code
Your Rights as a Canadian Wireless Consumer
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The Wireless Code and Your Rights as a Canadian Wireless Consumer
This video is about The Wireless Code and Your Rights as a Canadian Wireless Consumer.
This video is for wireless customers who are:
1. Deaf, Deaf-Blind and Hard of Hearing.
2. Deaf, such as late deafened, oral deaf, and non-signing hard of hearing.
3. Persons with a disability, such as those with speech disabilities.
This video has captions and voiceovers.
Introduction
The Canadian Radio-television and Telecommunications Commission, or CRTC for simplicity, created the Wireless Code, which is based on Telecom Regulatory Policy 2017-200.
Canadians with an individual consumer or small business mobile plan are protected by the Wireless Code
It explains consumer rights and the rules wireless service providers must follow.
The Wireless Code establishes basic rights for all wireless consumers in Canada, and some additional rights for persons who are Deaf, Deaf-Blind and Hard of Hearing, and persons with a disability.
The Wireless Code makes it easier for a wireless consumer:
- To understand their mobile plan
- To change providers
- To avoid bill shock
- To return their cellphone if they are unhappy with their service
- To have their phone unlocked at no charge
Wireless Consumer Rights
Wireless consumer rights may be different depending on whether service is postpaid or prepaid.
Before we begin we need to define two terms for your clear understanding:
1. postpaid service
2. prepaid service
A wireless consumer has postpaid service if they receive a bill at the end of the month that identifies monthly recurring charges, as well as any additional non-recurring charge that may have been accumulated for the month.
1. "Monthly recurring charges" are things a consumer will see on their bill every month while
2. "Non-recurring charges" are only one-time expenses.
A wireless consumer has prepaid services if they have to top up their account to activate services.
Prepaid consumers do not get a monthly bill, and pay in advance for the services they are planning on using.
Here is a checklist of applicable rights:
Postpaid customers have the right:
- To cancel their contract after 2 years with no cancellation fees even if they have agreed to a longer term.
To be the only person to consent to additional charges on a shared or family plan, unless they authorize another user to do so.
- To limit their data overage charges to $50 a month and to limit their data roaming charges to $100 a month for their entire account.
Extra data charges and data roaming charges are capped to prevent bill shock.
The account holder, by default, is the only one who can consent to data overage and data roaming charges beyond the established limit.
- To refuse a change to the key terms and conditions of their contract, including the voice, text and data services in the contract, the price for those services, and the duration of the contract.
To have their service suspended at no cost if they report their phone is lost or stolen with their service provider.
To receive a notification while roaming in a different country that identifies what the rates are for voice services, text messages, and data usage.
To have their phone unlocked by their service provider free of charge, upon request.
Customers who are Deaf, Deaf-Blind, Hard of Hearing, or persons with a disability also have the right:
To a copy of their contract, privacy policy, fair use policy, and Critical Information Summary in plain language.
Documents must also be provided in an alternative format if requested, at no charge.
Accessible formats include: large print, braille, documents in plain text or Word format.
To a trial period of up to 30 calendar days to determine if the service is suitable for their needs.
If the service is not suitable, they can cancel their contract and return their phone at no cost if:
1. They have not used more than the usage specified in their monthly plan limits and
2. Their device is in like-new condition
Prepaid customers have the right:
To have their service suspended at no cost if they report their phone is lost or stolen with their service provider.
To receive a notification while roaming in a different country that identifies what the rates are for voice services, text messages, and data usage.
To a minimum grace period of seven calendar days after their balance expires in order to "top up" and retain their prepaid balance.
To have their phone unlocked by their service provider free of charge, upon request.
Customers who are Deaf, Deaf-Blind, Hard of Hearing, or persons with a disability also have the right: To a copy of their contract, privacy policy, fair use policy, and Critical Information Summary in plain language, if applicable.
Documents must also be provided in an alternative format if requested, at no charge.
Accessible formats include: large print, braille, documents in plain text or Word format.
To a trial period of up to 30 calendar days to determine if the service is suitable for their needs.
If the service is not suitable, they can cancel their contract and return their phone at no cost if:
1. They have not used more than the usage specified in their monthly plan limits and
2. Their device is in like-new condition
Complaint process
Wireless consumers that have a complaint about wireless service, should try to resolve the issue with their service provider.
If still unsatisfied, they can contact either:
1. The Commission for Complaints for Telecom-television Services (CCTS) for complaints that are related to their contract, or
2. The CRTC for complaints that are related to accessibility issues.
The CCTS can be contacted in different ways and options:
- Website: www.ccts-cprst.ca - Mail: P.O. Box 56067 Minto Place RO, Ottawa, ON, K1R 7Z1 - Use SRV Canada VRS to call Toll-free: 1-888-221-1687 - TTY: 1-877-782-2384 - Fax: 1-877-782-2924
The CRTC can be contacted in different ways and options:
- Website: www.crtc.gc.ca - Mail: Canadian Radio-television and Telecommunications Commission, Ottawa, ON K1A 0N2 - Use SRV Canada VRS to call Toll-free: 1-877-249-CRTC (2782) - TTY: 1-877-909-CRTC (2782) - Fax: 1-819-994-0218
Announcement
Click here to see full video transcript
Canada"s wireless service providers have launched a new ASL and LSQ video series produced to support Deaf, Deaf-Blind and Hard of Hearing consumers in understanding the terminology commonly used by wireless companies.
These videos are part of the continuing collaboration between wireless service providers and the Deaf, Deaf-Blind and Hard of Hearing community.
Wireless Terminology videos are available for these topics:
1. Getting Started - Contract and Billing
2. Financial Obligations - Contract and Billing
3. Important Information - Contract and Billing
4. Plan Types and Add-ons
5. Features and Services
6. Coverage and Network
7. Devices and Technical Support
Each video deals with a specific theme and explains:
1. commonly used terms in plain language, and
2. gives examples that are useful for better clarity.
The release of this video series comes just a few months after the release of an ASL and LSQ video that provides the Deaf, Deaf-Blind and Hard of Hearing community with access to an overview of the recently modified Wireless Code.
All videos were produced with closed captioning and include a voice-over to ensure there is full accessibility.
The Wireless Terminology video series is available on both the:
1. Canadian Wireless Telecommunications Association's wirelessaccessibility.ca website, and
2. Wireless service provider company websites.
The Wireless Code was created by the Canadian Radio-television and Telecommunications Commission (CRTC) in 2013, and updated in 2017, to reflect new wireless service provider obligations.
The ongoing partnership between Canada's wireless service providers and the Deaf, Deaf-Blind and Hard of Hearing community further underlines the industry's commitment to ensuring informed access to its services by all consumers across Canada.
Wireless Terminology
Click here to see full video transcript
Hello and welcome to the Wireless Terminology video series.
This video series is designed to support the Canadian public in understanding the terminology commonly used by all wireless service providers in Canada.
This video will cover Contract and Billing - Getting Started.
As you seek to acquire wireless services there will be key terms that are important to know.
Account Number 1:44
An Account Number is a unique number that is assigned to a customer's account with their wireless service provider and may be related to one or more phone numbers. An account number may also be used to identify a customer when they access their services on-line, in-store or via phone.
Activation 2:38
An Activation is the process of connecting a device and applicable SIM card to a wireless network in order for it to be usable.
Bundle 3:05
A Bundle is a package of services that are available from a service provider, possibly including TV, Internet, home phone, and wireless service. In some instances, a customer is able to receive a discount on services when they subscribe to multiple products from the same service provider.
Credit Check 3:49
A Credit Check may be performed by a wireless service provider to establish if a potential customer is creditworthy. For wireless service it typically determines whether a customer can get a subsidized device.
Credit Profile 4:35
A Credit Profile includes the specific information that is used to access the customer's personal credit score.
Security Deposit 4:57
Where a customer's ability to fulfill their financial obligation is not certain based on their credit score, a Security Deposit may be required. A security deposit is a sum of money that is provided by a customer in advance and then held by the wireless service provider for a pre-determined period of time. If the money is not applied toward outstanding debt on their account, it is returned to the customer at the end of the contract period, with interest.
Customer or Subscriber 5:57
A Customer or Subscriber is an individual or small business that enters into an agreement with a service provider for wireless services. A customer can be an account holder, device user, or authorized user, although the permissions of each may be different, and may vary by service provider.
For example, only account holders and authorized users may consent to additional data charges.
Account Holder 7:00
An Account Holder is a person who is financially responsible for payments for services under a contract. They are responsible for all aspects of the account. An account holder is not necessarily also the device user.
For example, an account holder has their name on the bill and are responsible for paying it.
Authorized User 7:31
The account holder may designate another person as an Authorized User by contacting their service provider. An authorized user is an individual who is trusted by the account holder and has been authorized to make decisions on behalf of the account holder (including but not limited to consenting to additional charges on the account or changes to key contract terms and conditions). They do not need to be a device user, and their rights may vary by service provider.
For example, an authorized user could be a friend, parent, or spouse of the account holder.
Device User 8:38
A Device User is a person who uses a device associated with a contract. A device user can be an authorized user, or an account holder, but doesn't have to be either. An individual who is simply a device user does not have permission to make changes or make decisions affecting the service or contract.
For example, a device user could be an employee of a business, or a child of the account holder.
Trial period 9:47
A Trial Period allows a Customer/Subscriber a period of time during which they can try their wireless device and service to ensure it meets their needs. Should the service not be acceptable, the customer can return the device if done within the parameters of the service provider's pre-determined conditions.
Customers who self-identify as Deaf, Deaf-Blind, Hard of Hearing, or a person with a disability have a trial period of up to 30 calendar days during which they may cancel their contract without penalty as long as they have: used less than the permitted usage in their monthly plan; and returned any device provided by the service provider, in like-new condition, including original packaging.
Service Options 11:26
Two broad categories of Service Options are available to customers interested in acquiring wireless service - Prepaid and Postpaid:
Prepaid or Pay-as-you-go 11:53
A customer has Prepaid or Pay-as-you-go Services if they have to regularly top up their account to activate and/or use services. Prepaid and pay-as-you go customers do not get a monthly bill, and pay in advance for the services they are planning on using.
Postpaid Services 12:36
A customer has Postpaid Services if they receive a bill at the end of the month that identifies monthly recurring charges for the next month, as well as any additional non-recurring charges that have been accumulated for the previous month. Postpaid customers can use services they have not yet paid for but will pay for in their next bill.
Commitment Period 13:29
The Commitment Period of a contract will depend on whether a customer has a fixed-term or no-term contract. For fixed-term contracts, the commitment period is the entire duration of the contract. For no-term contracts, the commitment period is the current month or billing cycle.
Fixed-Term Contract 14:17
A Fixed Term Contract is a binding agreement between a service provider and a customer that has a set duration (usually one or two years).
No-term Contract 14:43
A No-term Contract is a binding agreement between a service provider and a customer that does not have a set duration. No-term contracts automatically renew each month.
This is also known as an Indeterminate Contract or Month-to-Month.
Wireless Number Portability (WNP) 15:12
Wireless Number Portability (WNP) refers to a wireless consumer's ability to change service providers within the same general metropolitan area or local calling area and keep their existing phone number. For example, consumers with service in Halifax can keep their phone number and switch providers when they stay in Halifax, but not if they move to Sydney.
A customer should check with the service provider they want to switch to in order to make sure they can port their number.
A customer can transfer their number to a new service provider at any time, as long as their account is still active, but will be obligated to pay any early cancellation fees attributed to an existing contract, as well as any outstanding balance on their monthly service fees. Customers who intend to transfer their number should NOT cancel their current service before switching service providers, as only active telephone numbers are eligible to be transferred.
In order to transfer their number customers should contact the service provider to which they want to switch to first. The new service provider will contact the old service provider to transfer the phone number.
Find more videos in this series below:
Wireless Terminology – Contract and Billing – Financial Obligations
Wireless Terminology – Contract and Billing – Important Info
Wireless Terminology – Plan Types and Add-ons
Wireless Terminology – Features and Services
Wireless Terminology – Coverage and Network
Wireless Terminology – Devices and Technical Support
The Internet Code
Announcement
Click here to see full video transcript
New video series to support Deaf, Deaf-Blind, and Hard of Hearing consumers of Internet services ASL and LSQ videos that provide an overview of the Internet Code are now available on Internet Service Provider websites
OTTAWA – DATE, 2020
To coincide with the launch of the CRTC’s Internet code, 10 of Canada’s large facilities-based Internet Service Providers (ISPs) are releasing American Sign Language (ASL) and Langue des signes du Québec (LSQ) videos for consumers that are Deaf, Deaf-Blind and Hard of Hearing (DDBHH).
This video series covers the following topics: 1. Common Terms and Definitions; 2. Your Rights as a Customer; and 3. Data Usage and Consumption.
The videos use plain language with examples for clarity. All videos are fully accessible and include captions, voice-over, and transcripts.
This video series is part of the ongoing collaboration between service providers and the DDBHH community and reflects a commitment to ensuring that Canadians have informed access to Internet services.
The Internet Code enhances consumer protections for Internet services and comes into effect on January 31, 2020.
The Internet Code video series follows the release of ASL and LSQ videos providing the DDBHH community with an accessible overview of the Wireless Code and an explanation of Canada’s Wireless Public Alerting system.
The Internet Code video series can be found on the following ISP (plus brands and affiliates) websites:
• Bell Canada • Rogers Communications • TELUS • Cogeco • SaskTel • Videotron • Eastlink • Shaw • Xplornet • Northwestel
Getting Started
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Terminology - Contracts and Billing – Getting Started
Hello, and welcome to the Internet Code video series.
These videos were developed to provide an overview of Internet services. They are intended for customers that are Deaf, Deaf-Blind or Hard of Hearing.
All videos have captions and voiceovers.
This set of videos covers terminology commonly used by Internet Service Providers, or ISPs, in Canada. The definitions in these videos are intended as simple explanations of how Internet service works. They do not replace definitions used in CRTC decisions, or ISP contracts or written policies, as may be amended from time to time.
Let's begin.
Video 1 will cover Getting Started - Contracts and Billing.
As you seek to acquire internet services there will be key terms that are important to know.
Internet Services
Internet Services refer to all retail fixed Internet access services, including cable, fibre, digital subscriber line (DSL), fixed wireless, and satellite services. Fixed Internet access services do not include mobile wireless data services.
Account Number
An Account Number is a unique number that is assigned to a customer’s account with their Internet Service Provider, or ISP. An account number may also be used to identify a customer when they access their services on-line, in-store or via phone.
Customer
Customer
A Customer is an individual that enters into an agreement with a service provider for Internet services. A customer can be an account holder or authorized user, although the permissions of each may be different, and may vary by service provider. For example, only account holders and authorized users may consent to additional charges.
A customer may also be referred to as a Subscriber.
Account Holder
An Account Holder is a person who is financially responsible for payments for services under a contract. They are responsible for all aspects of the account.
For example, account holders have their name on the bill and are responsible for paying it.
Authorized User / Authorized Other / Sub-account Holder
The account holder may designate another person as an Authorized User by contacting their service provider. An authorized user is an individual who is trusted by the account holder and has been authorized to make decisions on behalf of the account holder. Their rights may vary by service provider.
For example, an authorized user could be a friend, parent, or spouse of the account holder.
An authorized user may also be referred to as an Authorized Other, or Sub-account Holder.
Contracts
Service Options
Prepaid or Postpaid
Customers can be billed in one of 2 ways: in advance of the services being delivered, or at the end of a billing cycle.
Some ISPs offer Prepaid or Pay-as-you-go Services. In this situation, customers are billed in advance for the services they are planning to use.
In most cases, ISPs will bill a customer at the end of their billing cycle. This may be referred to as Postpaid Services. This bill will identify monthly recurring charges for the next month, as well as any additional non-recurring charges that have been accumulated over the previous month.
Commitment Period
(effective / expiry date)
The Commitment Period of a contract will depend on whether a customer has a fixed-term or month-to-month contract. For fixed-term contracts, the commitment period is the entire duration of the contract. For month-to-month contracts, the commitment period is the current month or billing cycle.
Fixed Term Contract
A Fixed Term Contract is a contract between an ISP and a customer that has a set duration.
Month-to-month Contract / Indeterminate / No-term
A Month-to-month Contract is a binding agreement between an ISP and a customer that does not have a set duration. Month-to-month contracts automatically renew each month.
This is also known as an Indeterminate Contract or No-term Contract.
Credit Check / Credit Profile
Credit Check
A Credit Check may be performed by an ISP to establish if a potential customer is creditworthy. It typically determines whether a customer will be required to meet a condition of service in order to get Internet services.
Conditions of service may include: deposit, preauthorized payment, or personal guarantee.
Credit Profile
A Credit Profile includes the specific information that is used to access the customer's personal credit score.
Examples of this information may include a customer’s name, date of birth and personal identification numbers such as SIN or driver license.
Security Deposit
Where a customer’s ability to fulfill their financial obligation is not certain based on their credit score, a Security Deposit may be required. A security deposit is a sum of money that is provided by a customer in advance and then held by the ISP for a pre-determined period of time. If the money is not applied toward outstanding debt on their account, it is returned to the customer.
Trial Period
A Trial Period is available to new customers for contracts that are subject to an early cancellation fee and allows for a period of time during which they can try their Internet service to ensure it meets their needs.
If a customer self-identifies as a person with a disability, the service provider must offer an extended trial period lasting a minimum of 30 calendar days to enable the customer to determine whether the service meets their needs. During the trial period, customers may cancel their contract without penalty or early cancellation fees if they meet certain conditions identified by their internet service provider.
Unlimited Plan
An Unlimited Plan is a plan that provides customers with unlimited use of Internet service for a fixed monthly price. Unlimited plans may be available on either fixed term contracts or month-to-month contracts. Such plans can also be referred to as ""endless"" or ""infinite"", or ""unlimited usage"".
Unlimited plans are usually subject to an Acceptable Use or Fair Use Policy and may have other restrictions.
Optional Services / Add-on Services
Optional Services are services that a customer may add to their Internet service plan, usually for an additional charge, which may include data add-ons, security services, parental control services, and extended warranties. Optional services may also be referred to as add-on services.
Bundle
A Bundle is when an ISP groups additional products together with Internet service. For example, Internet, home phone and television subscription could be packaged and sold together for a single price or a discount may be available when subscribing to multiple products from the same service provider.
Changes or removal of one of the services may affect the prices or characteristics of the remaining services.
Fees
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Contracts & Billing - Fees
Hello, and welcome back to the Internet Code video series.
These videos were developed to provide an overview of Internet services. They are intended for customers that are Deaf, Deaf-Blind or Hard of Hearing.
All videos have captions and voiceovers.
This set of videos covers terminology commonly used by Internet Service Providers, or ISPs, in Canada. The definitions in these videos are intended as simple explanations of how Internet service works. They do not replace definitions used in CRTC decisions, or ISP contracts or written policies, as may be amended from time to time.
Video 2 will cover Contracts & Billing – Fees. Customers are responsible for paying Applicable Fees and Charges based on their specific agreement or obligation. Appropriate fees that may be relevant include:
Pre-service Fees
Activation Fee / Installation Fee / Service Connection Charges
Activation Fees or Installation Fees are one-time fees that may be applicable at the time of activation of services. The fee may be charged to the customer’s invoice at time of activation or upgrade.
These may also be known as Service Connection Charges.
Fees Associated with Identified Services
Pay-per-use Charge
A Pay-per-use Charge is billed to a customer when they use optional services that are not included in their plan.
Pay-per-use charges are applied in addition to the usual plan charges.
Overage Charge
An Overage Charge is billed to a customer when they exceed the established limit for the use of Internet data in their monthly plan. The customer is charged an overage fee for the extra usage based on a rate identified by their service provider.
Monthly Usage
When a customer signs a contract with an Internet Service Provider, or ISP, their chosen plan will indicate the Monthly Usage included in the cost of their plan each month. This will typically indicate how much data they can use during a billing period before data overage fees apply. It is typically expressed in Gigabytes (GB).
There are plans that offer unlimited data, in which case there are no monthly usage limits, as long as the customer complies with the service provider's Acceptable Use Policy or Fair Use Policy. Plans that do not have a usage limit can be referred to as "unlimited", "endless" or "infinite".
Monthly Service Fees
Monthly Service Fees
Monthly Service Fees are charges that a customer will see on their monthly bill. Each service provider will identify all relevant fees on the bill.
Minimum Monthly Charge
The Minimum Monthly Charge refers to the amount that customers will have to pay for Internet service each month, even if they do not use optional services or incur any additional fees or overage charges. This charge may be subject to taxes as set out in the agreement.
For example, this is the amount that a customer has agreed to for their basic service, before any additional use. This amount will be clearly identified in the service agreement.
Monthly Recurring Charge, Non-recurring Charge
Monthly Recurring Charges are charges a customer will see on their bill every month, while Non-recurring Charges or One-time charges are only one-time expenses.
Monthly Device Charge / Equipment Financing / Device Balance
A Monthly Device Charge is the amount of money that a customer pays each month for the purchase of their subsidized device. This fee may be in addition to the minimum monthly charge fee a customer pays for service. Monthly Device Charge is not applicable to all internet service providers. This charge should not be confused with a monthly rental charge.
This may also be known as Equipment Financing or Device Balance.
Monthly Rental Charge
A Monthly Rental Charge is the amount of money that a customer pays each month toward rental of any equipment such as a modem. This fee may be in addition to the fee a customer pays for service. Monthly Rental Charge is not applicable to all internet service providers or plans and if a rental charge is applicable it will be disclosed in the contract.
Monthly Savings / Promotion / Discounts
Promotions, discounts, incentives, and other time-limited credits/offers are various incentives that service providers use to make their offers more appealing to subscribers, financially or otherwise.
These incentives may be offered only for a specific period of time and/or may have conditions associated with them.
These incentives will be set out in the customer’s contract.
End of Service Fees
Early Cancellation Fee / Early Cancellation Charge
An Early Cancellation Fee is the amount that may be charged when a customer’s service is cancelled before the end of the commitment period. The amount will depend on several factors including the type of contract a customer has, how much of the commitment period is remaining, and whether a device was subsidized at activation. The cancellation fee will be set out in the customer's contract.
If a customer cancels service during the trial period, and complies with the trial period rules, the early cancellation fee is not applicable.
Equipment Loss Charge / Non Return Fee / Non Return Charge
An Equipment Loss Charge may be imposed when a customer either does not return Equipment which is owned by the Internet Service Provider, or returns equipment that has been damaged.
This is also referred to as Non Return Fee or a Non Return Charge.
Payment
Late Payment Charge
Late Payment Charges are billed to the customer when the balance from the previous billing cycle is not paid in full by the due date listed on the bill.
Interest is charged on the portion of the bill that is outstanding, and added to the next bill as a late payment charge.
Administrative and collection charges
Administrative and Collection Charges are amounts owed to a service provider as a result of late, returned or rejected payments.
Outstanding (Overdue) Balance
Outstanding or Overdue Balance refers to the portion of a customer’s balance from the previous billing cycle that was not paid by the due date listed on the bill.
Suspension / Disconnection
Suspension
Suspension refers to a temporary halt in service that can result from a lack of payment or reaching a pre-determined spending or usage limit. The customer’s account and contract remain in force during service suspension, and regular monthly charges may continue to be applied.
Disconnection
Disconnection refers to the termination of Internet services.
Seasonal Disconnect / Seasonal Suspend
Seasonal Suspend refers to a customer-initiated hold on service that is intended to be in effect for a specified period of time, such as when the customer travels. A smaller monthly fee may apply and there may be a reconnection charge; it varies by service provider.
Service Reconnection Fee
A Service Reconnection Fee refers to a fee that may be charged for the reconnection of services after being suspended for any reason.