The CRTC’s Wireless Code comes into effect on 2 December 2013. The Wireless Code establishes basic rights for all wireless consumers and puts some new requirements on service providers. The Wireless Code significantly limits cancellation fees and requires your service provider to unlock phones, to offer a trial period for wireless contracts, and to set default caps on data charges to help you avoid bill shock.

Do you know your rights? This checklist will help you to understand the most important things that the Code does for you. For more information please visit mts.ca/wirelesscode or visit the CRTC’s website at www.crtc.gc.ca/, where you can find the Wireless Code, which explains all of your rights as a wireless consumer in greater detail.

Do you pay a bill after you use your wireless service? If so, you use postpaid services, and you have the right to:

  • Cancel your contract at no cost after a maximum of two years.
  • Cancel your contract and return your phone at no cost, within 15 days and specific usage limits, if you are unhappy with your service.
  • Have your phone unlocked after 90 days, or immediately if you paid in full for your phone. At MTS we are happy to consider unlocking a phone purchased under a term contract immediately, if your account is in good standing, without waiting 90 days.
  • Have your service suspended at no cost if your phone is lost or stolen. Note that you are responsible for all charges resulting from the use of the phone until you advise MTS of your lost or stolen phone. Your monthly billing will continue while service is suspended. All obligations on a signed contract must be fulfilled or termination charges may apply.
  • Receive a Critical Information Summary, which explains your contract in under two pages.
  • Receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage.
  • Limit your data overage charges to $50 a month and your data roaming charges to $100 a month.
  • Pay no extra charges for a service described as “unlimited”. Please note that unlimited service is subject to the MTS Fair Use Policy.
  • Refuse a change to the key terms and conditions of your contract, including the services in your contract, the price for those services, and the duration of your contract. Key terms and conditions include your base plan for service, the price of the base plan and the duration of the contract.

Your postpaid contract must:

  • Use in plain language and clearly describe the services you will receive.
  • Include information on when and why you may be charged extra. For example, your contract must clearly state what your overage rate for airtime is when you have used all the included minutes in your base plan.

Do you pay before you use your wireless service? If so, you use prepaid services, and you have the right to:

  • Cancel your contract at no cost after a maximum of two years. At MTS we offer prepaid service with no long-term contracts.
  • Cancel your contract and return your phone at no cost, within 15 days and specific usage limits, if you are unhappy with your service.
  • Have your phone unlocked after 90 days, or immediately if you paid in full for your phone.
  • Have your service suspended at no cost if your phone is lost or stolen.
  • Receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage.
  • A minimum seven-day grace period in order to “top up” your prepaid card account and retain your balance.

Your prepaid contract must:

  • Use plain language.
  • Clearly describe the conditions that apply to your prepaid balance and how you can check your balance.

Are you a person with a disability? If so, you have the right to a copy of your contract in an alternative format at no charge and to a longer (30-day) trial period to ensure that the service and phone meet your needs. At MTS we provide alternative formats of the contract that include electronic (PDF), large font and braille. Customers with a disability are encouraged to request an alternative format for their contract when they visit an MTS Connect store.

Is your service provider respecting your rights? If you are unsure, you have the right to complain. First, try to resolve the issue with your service provider. For service enquiries please visit mts.ca or call 204-225-5687, fax 204-947-0461, or email customerservice@mts.ca.

You may also write a letter to the MTS Advocate’s Office:

P.O. Box 6666, RM CC100R, Winnipeg, MB, R3C 3V6.

If you are still unsatisfied, contact the Commissioner for Complaints for Telecommunications Services Inc.:

Mail: P.O. Box 81088, Ottawa, ON, K1P 1B1.
Website: www.ccts-cprst.ca
Toll-free: 1-888-221-1687TTY: 1-877-782-2384
Email: response@ccts-cprst.ca
Fax: 1-877-782-2924

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