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Wireless CRTC Code Checklist

For an ASL video of the below checklist, click here.

The Wireless Code establishes basic rights for all wireless consumers. Eastlink adheres fully to the Wireless Code, plus we provide additional protections to ensure the best wireless experience.

If you are a postpaid customer, you can incur usage you have not yet paid for, and you have the right:

  • to cancel your contract at no cost after a maximum of two years
  • to be the only person to consent to additional charges on a shared or family plan, unless you authorize another user to do so
  • to limit your data overage charges to $50 a month and your data roaming charges to $100 a month for your entire account, regardless of the number of devices or users associated with the account. In fact, Eastlink provides you with additional protection via Worry-Free Data which is automatically added to all new accounts to provide maximum data overage protection by pausing your data when you use all the data in your plan or travel pack.
  • to refuse a change to the key terms and conditions of your contract, including the voice, text and data services in your contract, the price for those services, and the duration of your contract. Even better, Eastlink does not have Term contracts.
  • to have your service suspended at no cost if you report your phone lost or stolen
  • to receive a Critical Information Summary, which explains your contract in under two pages
  • to 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
  • to a contract that uses plain language and clearly describes the services you will receive, and includes information on when and why you may be charged extra

If you are a prepaid customer, you can only incur usage you have already paid for, and you have the right:

  • to cancel your contract at no cost after a maximum of two years
  • to have your service suspended at no cost if you report your phone lost or stolen
  • to 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
  • to a minimum grace period of seven calendar days in order to “top up” and retain your prepaid balance. Eastlink offers so much more – we provide you with 30 days to “top up.”
  • to a contract that uses plain language, and clearly describes the conditions that apply to your prepaid balance and how you can check your balance

All customers (postpaid and prepaid), also have the right:

  • to have your Eastlink-provided phone unlocked upon request, at no charge, and newly purchased phones must be provided to you unlocked and/or with an unlock code for you to use at any time
  • to cancel your contract and return your phone at no cost, within 15 calendar days and if you have not used more than half of the usage specified in your monthly plan limits and your device is in like-new condition with all included accessories

Are you a person with a disability?

If so, you have the right to a copy of your contract, privacy policy, fair use policy, and Critical Information Summary in an alternative format at no charge, and to a longer (30 calendar day) trial period to ensure that the service and wireless device meet your needs. To learn more

Have a complaint about your wireless service?

First, try to resolve the issue with your service provider. If you are still unsatisfied, contact the Commission for Complaints for Telecom-television Services:

Mail: P.O. Box 56067 Minto Place RO, Ottawa, ON K1R 7Z1
Website: www.ccts-cprst.ca
Toll-free: 1-888-221-1687
TTY: 1-877-782-2384
Email: response@ccts-cprst.ca
Fax: 1-877-782-2924