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You have rights. Information about your local home telephone services - page 1 / 11





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You have rights. Information about your local home telephone services

The Canadian Radio-television and Telecommunications Commission (the CRTC), the federal body responsible for regulating your telephone service, offers you this guide to help you to understand your rights with respect to local home phone services regulated by the CRTC. One of the CRTC's goals is for everyone in Canada to have access to reliable and affordable local telephone service.Your local phone service includes basic phone service and other optional local services you subscribe to (for example call answer, call waiting and call display).

The information contained in this guide does not necessarily apply to cellular phone service, voice over Internet Protocol (VoIP) service, or local phone service offered by a competitive service provider.

Read on to find out more about:

  • Your right to local telephone service

  • Your right to choose a phone company

  • Your rights regarding deposits for service

  • Your rights when the phone company wants to cut off your phone service

  • Your rights when you want to discontinue your phone service

  • Your right to block outgoing long distance and 900 and 976 calls

  • Your additional rights if you are a person with a disability

  • Your right to keep your information confidential

  • Your rights regarding unsolicited telephone calls

  • Your right to protect your privacy when calling or being called

  • Your right to control access to your home

  • Your rights regarding the wiring and equipment inside your home

  • Your right to refunds

  • Your right to detailed monthly billing information

  • Your right to register a dispute or complaint

  • Your right to participate in CRTC proceedings

You will find more complete information about your relationship with the phone company in the "Terms of Service" section in the front of your telephone directory (the white pages). You may also consult your phone company, its website, or the CRTC to obtain further information about your rights. Contact details for the phone company are included in your telephone directory and your phone bill. Contact details for the CRTC can be found at the end of this guide.

The rights summarized in this guide are for informational purposes only and do not represent a complete list of your rights. The information contained in this guide may also be subject to change. This guide does not change or add to any existing rules or laws. In the event of any inconsistencies between this guide and any existing rule or law, the existing rule or law will prevail.

You also have other rights that apply to your telephone service and that do not fall under the CRTC's mandate. These other rights include, for example, those provided by the Personal Information Protection and Electronic Documents Act, under the jurisdiction of the Office of the Privacy Commissioner of Canada, or equivalent provincial legislation.

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