|wdt_ID||Code section||# of confirmed breaches||% of total confirmed breaches||YoY change|
|2||A.1. Plain language||14||14.6||1,300.0|
|4||A.3. Unlimited services||0||0.0|
|5||B. Contracts and related documents||29||30.2||-56.7|
|6||B.1.(i-ii) Permanent copy of the contract and related documents||14||14.6||0.0|
|7||B.1.(iii) a-e Key contract terms and conditions||13||13.5||-75.5|
|8||B.1.(iii) f-m Other aspects of the contract||2||2.1||100.0|
|9||B.2. Prepaid service contracts||0||0.0|
|10||C. Critical Information Summary||27||28.1||-49.1|
There were 96 confirmed breaches of the Wireless Code, a decrease of 48% from last year. This decrease is driven by a significant decline in confirmed breaches for Koodo (101 last year compared to 4 this year).
The majority of confirmed breaches relate to disclosure issues stemming from lack of clarity or accurate information in communications with customers, information in and provision of contracts and related documents, and the Critical Information Summary.
This year, there were 14 confirmed breaches of Section A (Clarity), compared to 1 last year. The main issue was wireless service providers failing to communicate with customers using plain language. An example of this issue is provided in a case summary in Topics & Trends (Disclosure issue with early cancellation fees related to device financing).
Section B (Contracts and related documents) remains the most-breached section of the Wireless Code, accounting for 36.4% of all confirmed breaches – although there was a 57% decrease in confirmed breaches of this section compared to last year. Fourteen of the 29 breaches were because the wireless service provider did not provide a copy of the contract. The remaining 15 breaches were about incomplete disclosure.
Last year, we reported 53 confirmed breaches where wireless providers did not include all of the required key contract terms in the customer’s contract (B.1.(iii) a-e). Breaches of this Code requirement declined by 76% this year, to 13 confirmed breaches.
Section C (Critical Information Summary) remains the second most-breached section, with 29% of all Wireless Code confirmed breaches (down 49% from last year). Fourteen of the 27 confirmed breaches for this Code section were because the Critical Information Summary did not include all required information.
|wdt_ID||Breach||Bell||Rogers||Fido||TELUS||Videotron||Virgin Plus||Freedom Mobile||Koodo||Shaw||Eastlink||Total|
|1||# of confirmed breaches||29||25||9||8||6||6||5||4||3||1||96|
|2||% of all confirmed breaches||30.2%||26.0%||9.4%||8.3%||6.3%||6.3%||5.2%||4.2%||3.1%||1.0%||100%|
|4||Section A. Clarity||5||1||0||3||0||4||0||0||1||0||14|
|5||Section B. Contracts and related documents||4||14||4||1||0||1||2||2||1||0||29|
|6||Section C. Critical Information Summary||13||5||4||1||0||1||0||2||1||0||27|
|7||Section D. Changes to contracts and related documents||1||0||0||0||0||0||0||0||0||0||1|
|8||Section E. Bill management||2||4||0||1||0||0||0||0||0||0||7|
|9||Section F. Mobile device issues||0||0||0||0||0||0||0||0||0||1||1|
|10||Section G. Contract cancellation and extension||2||0||1||0||0||0||2||0||0||0||5|
Koodo had 101 confirmed Wireless Code breaches last year but only 4 this year. Last year, Koodo accounted for most of the confirmed breaches about Section B (Contracts and related documents) and Section C (Critical Information Summary).
Bell had 29 confirmed breaches of the Wireless Code this year, up from 27 last year. Bell’s confirmed breaches account for 30% of all confirmed Wireless Code breaches.
Rogers had 25 confirmed breaches of the Wireless Code this year, up from 17 last year. Rogers’ confirmed breaches account for 26% of all confirmed Wireless Code breaches.
|Large facilities-based ISPs’ premium brand||Brands and affiliates of premium brand|
|Cogeco Connexion Inc. (Ontario and Quebec)||
NOTE: This list is based on the information PSPs provide to the CCTS.
* Northwestel’s terrestrial retail internet services are regulated by the CRTC; therefore, customers should forward their complaint to the CRTC. Northwestel’s satellite retail internet services are not regulated by the CRTC, so the CCTS may accept complaints about these services.
|1||# of confirmed breaches||14||1||1||1||1||18|
|2||% of all confirmed breaches||77.8%||5.6%||5.6%||5.6%||5.6%||100%|
|4||Section A. Clarity||3||0||0||1||0||4|
|5||Section B. Contracts and related documents||1||0||0||0||0||1|
|6||Section D. Changes to contracts and related documents||1||0||0||0||0||1|
|7||Section G. Contract cancellation and extension||3||0||0||0||1||4|
|8||Section I. Disconnection||6||1||1||0||0||8|
* Because the Internet Code was administered by the CCTS for only six months of the 2019-20 fiscal year, there is no year-over-year comparison made to data for the 2020-21 fiscal year.
Bell accounts for most of the confirmed breaches of the Internet Code, with 78% of confirmed breaches. Eastlink, Rogers, Shaw and Virgin Mobile each had one confirmed breach.
|1||# of confirmed breaches||2||1||2||5|
|2||% of all confirmed breaches||40.0%||20.0%||40.0%||100%|
|5||Section X. Changing programming options||0||0||2||2|
|6||Section XI. Notice for changes to programming options||2||1||0||3|
|1||# of confirmed breaches||3||2||5|
|2||% of all confirmed breaches||60.0%||40.0%||100%|
|4||Section 3.2 Notice at least 14 days prior||2||1||3|
|5||Section 3.3 Advise customer 24 hours prior||1||1||2|