CRTC investigates Bell device financing plan for potential non-compliance with Wireless Code

The CRTC is looking for BCE Inc. to explain one of its device financing plans which the commission says might be in non-compliance with consumer protections set out in the Wireless Code. Bell’s new flex option program allows customers to lease a smartphone on a two-year plan while deferring part of the phone’s cost in order to lower monthly payments. At the end of the two years, consumers have the option to return the device to Bell, or keep the device and pay the remaining balance. If they choose to keep the device, customers can either pay the balance in one lump sum, or in 12 interest-free monthly installments. In two letters addressed to Bell and published on Nov. 26, the CRTC said it appears the program could infringe on consumers’ rights to change service providers every two years, barrier-free. In an email statement to The Wire Report, the commission said, “Device financing plans that extend beyond a two-year period and keep customers bound to their service provider would not be in compliance with the Wireless Code.” In that statement, the commission also said it takes consumer interests “very seriously,” adding that “Canadians deserve clear and concise information when choosing telecommunications service plans.” In its second letter, the CRTC outlined eight questions for Bell to answer in order to ensure the plan is in compliance with the code. The letter states that “device financing plans are subject to the Wireless Code where they are inextricably linked to the service plan.” The commission asked Bell if, during the additional 12-month period, a customer could cancel their service with Bell and continue with the monthly payment plan until the device is paid off. It also asked if, during that same period, a customer could change or downgrade their plan while continuing with the agreed-upon monthly payments. On Bell’s website, it currently states, “At any point within the additional 12 months, you may choose to end your service and either return the phone, pay the remaining balance in full, or continue with the scheduled device payments.” Bell would not make anyone available for an interview to clarify the details of the program. In an emailed statement to The Wire Report, it said, “Bell’s flex option program complies with the CRTC’s Wireless Code.” When asked how the Bell flex option came to the CRTC’s attention, the commission said, “CRTC staff monitors new offers by service providers and news articles to identify potential instances of non-compliance in the market as they arise.” According to their websites, both Rogers Communications Inc. and Telus Corp. offer similar device financing programs, with the option to either return the device at the end of the term, or pay off the remaining balance. According to Telus’ website, the remaining balance “will be automatically loaded to your monthly bill in the billing cycle after the contract end date.” Rogers’ website outlines three options to pay off the device’s remaining balance: pay the balance upfront, pay the balance over 12 months interest-free on your Rogers bill, or pay the upfront amount on a Rogers Red Mastercard and convert the transaction to an equal payment plan interest-free over 12-48 months. When asked if it would investigate device leasing options from other large carriers, the CRTC said “The CRTC may review other potential instances of non-compliance with these codes on a case-by-case basis.” The Wire Report reached out to both Rogers and Telus for more information on the conditions of their payment plans. According to its website, Bell also offers a device return option, which has similar conditions to the flex option. The notable difference between the two programs is the device repayment plans. If a consumer chooses to keep their device under the device return option, their only payment option is a lump sum upfront, rather than the 12 monthly installments. The CRTC’s letter also states that providers must offer all customers a trial period of at least 15 days, and at least 30 days for customers with disabilities. During the trial, customers can cancel their contract without penalty, as long as they have “used less than the specified permitted usage for any services not purchased on an unlimited basis,” and any returned device is in near-new condition with the original packaging. The commission asked Bell if a customer cancelling their plan during the trial period would have to pay back the deferred amount and keep the device. On its website, Bell does not reference the trial period, but says if a customer cancels their plan before three months have passed, they must pay back the deferred amount and keep the device. The CRTC asks Bell how this practice complies with the trial period requirements in the Code. The CRTC notified Bell that it has until Dec. 8 to reply to the questions set out in the request for information. In its email statement, the commission said it “will determine whether further regulatory action is required after reviewing the answers that Bell has been asked to provide and confirming whether Bell’s new offer complies with the Wireless Code.” mcollins@thewirereport.ca

CRTC investigates Bell device financing plan for potential non-compliance with Wireless Code

Regulatory |
By Maria Collins
|November 28, 2025

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CRTC investigates Bell device financing plan for potential non-compliance with Wireless Code

Regulatory | By Maria Collins |November 28, 2025

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