Canada’s Wireless Service Providers Further Commitment to Customer Service Excellence with New Code of Conduct

OTTAWA, ON – September 1, 2009 – As a continuing promise of superior service and support for their consumer and small business customers, the wireless service provider members of the Canadian Wireless Telecommunications (CWTA) are announcing today a new Code of Conduct to underscore their commitment to providing the highest standards of service and support to their customers.

“This new Code will ensure that customers have the information they need to make informed purchasing decisions,” said Bernard Lord, CWTA President & CEO. “It also safeguards their rights as customers and assures that their concerns are addressed.”

The full text of the new Code of Conduct is now available in the Consumer section of the CWTA Web site at In summary, the member carriers of CWTA promise to:

  1. Provide their customers with complete details on the rates, terms and coverage offered in each of their plans.
  2. Help ensure that their customers understand the terms of their contracts.
  3. Communicate with their customers in a way they understand.
  4. Ensure that their advertising is clear.
  5. Protect their customers’ rights when they must change contract terms.
  6. Provide ready access to customer service.
  7. Safeguard their customers’ personal information.
  8. Resolve complaints efficiently, fairly and courteously.

The following wireless service providers are all signatories to the new Code of Conduct: Bell, Dryden Mobility, EastLink, Fido, Koodo Mobile, MTS Allstream (currently operating as MTS), Public Mobile, Rogers Communications Inc., SaskTel, Solo, TBayTel, TELUS (including Mike), Videotron, Virgin Mobile Canada and WIND Mobile.

Not only will the new Code safeguard the rights of consumers, but it will also serve as another resource available in the complaint resolution process by Canada’s Commissioner for Complaints for Telecommunications Services (CCTS). Unlike other jurisdictions that have developed wireless carrier conduct guidelines, such as in the US where the code is strictly voluntary, the Canadian Code will be backstopped by the third-party, independent CCTS.

“The CCTS was consulted during the comprehensive process of developing this new Code of Conduct,” said Mr. Lord. “And of course, it was the Government of Canada’s foresight in requesting the creation of the CCTS that will give the code its teeth in giving Canadian consumers confidence that wireless carriers will adhere to these high standards of service and transparency.”

Canadian Wireless Telecommunications Association (CWTA)
CWTA is the authority on wireless issues, developments and trends in Canada. It represents cellular, PCS, messaging, mobile radio, fixed wireless and mobile satellite carriers as well as companies that develop and produce products and services for the industry. (

Media information and interview opportunities:
Marc Choma, CWTA
613-233-4888 ext. 207
[email protected]

– 30 –