Should You Be Able to Change Your Phone or Internet Plan Without Calling Customer Service?

Official title: Share your thoughts on enhancing self-service

Closed Regulations & Permits Finance & Consumer Technology & Digital

The CRTC asked Canadians whether telecom companies should offer better self-service tools for changing phone and internet plans. Right now, many changes require calling customer service and waiting on hold. This consultation explored whether apps, websites, or kiosks could replace those calls—and whether companies should be banned from charging fees for using them.

Why This Matters

Ever spent 45 minutes on hold just to change your data plan? You're not alone. This consultation looked at making those changes as easy as a few taps on your phone. It also asked whether people with disabilities are being left behind by current systems.

What Could Change

The CRTC could require telecom companies to offer self-service tools for plan changes. New rules might ban fees for using these tools. Companies may need to ensure their apps and websites work for people with disabilities. Privacy rules could be updated if AI is used to handle customer requests.

Key Issues

What features should self-service tools offer for changing plans?
Should self-service tools fully replace talking to customer service representatives?
How can these tools meet the needs of people with disabilities?
Should fees for using self-service tools be banned?
How should privacy be protected if AI is used?

How to Participate

This consultation is now closed. You can review the comments that were submitted during the consultation period.
Read the Notice of Consultation for full details on what was being considered.

What Happened

The consultation received comments from the public online, by mail, and by fax. All interventions are available for review through the CRTC's public record.