(NC) We spend much of our lives in a digital world. Many of us use a computer for our jobs, we use a variety of streaming services for entertainment and we rely on the mini-computers in our pockets – better known as our cellphones – to do everything from communicating with friends and family to checking the weather forecast, finding directions or paying for purchases. Each device we use requires a service provider. Here are three things you should know about your rights as a telecom customer in Canada.
Get full disclosure
Whenever you sign up with an internet, cellular or television service provider, they must give you a copy of a detailed contract that spells out what’s included in your monthly fees, and any additional charges or fees you may face, such as early cancellation penalties. Keep copies of all related emails, and take screenshots or save a transcription of any webchats discussing the details. Read the contract thoroughly, and check the first bill when it arrives to ensure there are no unexpected charges.
Once you’ve signed a contract, know that most wireless and internet services offer a 15-day trial period, so consider using the trial period to make sure the service works for you. If it doesn’t meet your expectations, cancel without penalty before the trial expires to avoid getting locked into a fixed-term contract.
Be travel alert
If you’re travelling out of the country, your packing list will likely include your cellphone, charger and any electrical adaptors you’ll need for the places you visit. But before you head out, you should understand how your cellular data provider handles roaming charges. For one, Canadian providers cannot charge you more than $100 in roaming charges per billing cycle unless you agree to them. They must also notify you when your phone is in a location where roaming charges can apply.
Ask your provider about their travel plans. Many offer out-of-country talk, text and data plans for a daily flat rate. Another option is to turn your data roaming off until you get to your destination and purchase a local SIM card.
Either way, carefully review your bill when you return to make sure there are no unexpected charges or fees.
Know how to resolve a complaint
If you’re not happy with the telecom service or feel like you’ve been overcharged, the first step is to contact your provider. If they don’t resolve the issue, you can file a complaint with the Commission for Complaints for Telecom-television Services. This independent Canadian organization offers free complaint-resolution services for issues like roaming, contract disputes or incorrect charges on your phone, internet or TV accounts, and has the authority to make providers to fix the problem.
Learn more about how to resolve a complaint you have with a telecom provider at letstalksolutions.ca.
