Wireless companies unveil new code of conduct

Canada’s wireless providers have unveiled a new code of conduct that will give customers, among other things, the right to refuse mid-term change to their contracts. The code, introduced by the Canadian Wireless Telecommunications (CWTA) yesterday, promises more transparency when it comes to contracts and better efforts at communicating changes to customers. For example, the carriers commit to: 1. Provide their customers with complete details on the rates, terms and coverage offered in each of their plans. 2. Help ensure that their customers understand the terms of their contracts. 3. Communicate with their customers in a way they understand. 4. Ensure that their advertising is clear. 5. Protect their customers' rights when they must change contract terms. 6. Provide ready access to customer service. 7. Safeguard their customers' personal information. 8. Resolve complaints efficiently, fairly and courteously. The full text of the new code is available in the Consumer section of the CWTA web site. Unlike in the US where such measures are voluntary, the CWTA says its code can be enforced by Canada's Commissioner for Complaints for Telecommunications Services. “The CCTS was consulted during the comprehensive process of developing this new Code of Conduct," said CWTA president Bernard Lord. Signatories to the new code are: Bell, Dryden Mobility, EastLink, Fido, Koodo Mobile, MTS Allstream (currently operating as MTS), Public Mobile, Rogers Communications Inc., SaskTel, Solo, TBayTel, Telus (including Mike), Videotron, Virgin Mobile Canada and WIND Mobile.

Wireless companies unveil new code of conduct

Brief | September 2, 2009

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