Before amending your contract, your Internet access service provider must follow certain rules.

Open-ended contracts

If you have entered into an open-ended contract, the service provider can include a clause permitting amendments to both essential and non-essential elements. This clause may deal, for example, with increases in the price of the service.

Fixed length contracts

For a fixed length contract (fixed period of time, from 1 to 3 years for example), the service provider cannot stipulate that the fundamental elements of the contract may be changed. These fundamental elements include the cost of the service or the length of the contract.

The service provider can, however, include a clause permitting changes to non-essential elements. These may include, for instance, a change in the layout of the webpage you use to check your Internet usage.

Requirements for an amendment to be valid

Whether your contract is of fixed length or open-ended, the service provider must respect the following rules in order to amend your contract.

The service provider must have included a clause in your contract. Article 11.2 of the Consumer Protection Act indicates what this clause must contain. In particular, the clause must specify which elements of the contract may be amended.

The service provider must also provide you with written notice at least 30 days before the amendment takes effect. This notice must include only the following information:

  • the clause added or amended (the changes);
  • the clause as it appeared prior to the amendment;
  • the date the change will take effect;
  • your rights, should you refuse the amendment.

Refusing an amendment

You can attempt to discuss with your service provider. Some businesses are open to negotiation in order to keep you as a customer.

If you are unable to reach an agreement, you can terminate your contract without charge in the case of an unfavorable amendment. You must inform the service provider that you are cancelling the contract within 30 days of the effective date of the amendment.

Filling a complaint

If your service provider has not respected the above regulations, you can contact the Office de la protection du consommateur to find out about your options for recourse and to file a complaint. See Contact us to find out how to reach us.

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Filling a complaint

If your service provider has not respected the above regulations, you can contact the Office de la protection du consommateur to find out about your options for recourse and to file a complaint. See Contact us to find out how to reach us.

Last update : November 24, 2017

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The information contained on this page is presented in simple terms to make it easier to understand. It does not replace the texts of the laws and regulations.