Unlimited… really?: Are consumers adequately protected?

Author

Sophy Lambert-Racine

Organization

Union des consommateurs

Published

2017

Summary

Union des consommateurs (UC)’s research aimed at studying unlimited telecommunications services in the light of the problems raised. A set of protections already regulates the representations and provision of those services. UC's field survey verified how providers comply with a number of principles and obligations regarding unlimited services.

To that end, UC studied the promotional documentation of several Canadian telecommunications service providers, as well as their service terms and acceptable usage policies. We discovered that some service providers, notably wireless ones, don’t necessarily make false representations, but do surf in grey areas. This relatively positive note may be due largely to the Wireless Code, which includes provisions for unlimited services and document clarity. On the other hand, Internet service providers could be clearer about limits that can be imposed on unlimited services: the content of service terms is not adequately presented, and often not even mentioned, in the promotional documentation. UC then surveyed consumers to learn their views on unlimited telecommunications services.

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OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.


Contact information

Address
Union des consommateurs
7000 Parc Ave, Suite 201
Montreal, QC  H3N 1X1
Telephone
(514) 521-6820
Fax
(514) 521-0736

Source: Consumer Policy Research Database

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