If you believe your home phone service provider has wrongly billed you or if you are being billed for services that you believe do not comply with the agreed upon terms of your contract, simply refusing to pay is not the best solution. An unpaid bill could have a negative effect on your credit history.
Examples of situations
Here are examples of situations that might lead you to contest amounts billed:
- Services that were offered for free that are then charged without any prior notification.
- Long-distance calls or calls to 1-900 numbers that you do not recognize.
- You were promised a credit or discount that does not appear on your bill.
- You were been billed for services despite having cancelled your service contract.
- You were been billed for cancellation fees greater than those permitted by the regulations that apply to contracts concluded on or after June 30, 2010. Visit the following pages for more information about:
The services you receive must correspond to:
- what you were told by the service provider;
- the information contained in your contract;
- advertised information;
- the requirements of the law.
Solutions and recourse options
Here is the sequence of steps you can take to contest the amounts you were billed:
- First, try to come to an agreement with the service provider by clearly explaining the problem and proposing what you wish to obtain to resolve the situation. The Negotiating with a merchant page explains how to prepare yourself.
- If the negotiation fails, make your payment before the deadline anyway. This will avoid negative consequences on your credit rating. Furthermore, this does not affect your right to contest.
- File a complaint with the Office de la protection du consommateur by contacting us. The officer who will take your call will take note of all the necessary information in connection with your situation. He or she can also provide you with the necessary tools to assist you in this process, e.g. to draft a formal notice or to file a complaint with the small claims court.
- You can also check whether you can submit your problem to the Commission for Complaints for Telecom-Television Services (CCTS).
If your contract is not clear, it will be interpreted in your favour in the event of any doubt.
Charges for 1-900 numbers
Did calls to 1-900 numbers that you do not recognize appear on your bill? If this is the first time that you are disputing this kind of charge and your request is reasonable, the charges will be cancelled. The website of the Canadian Radio-Television and Telecommunications Commission (CRTC) provides more information on this topic.
Last update : May 3, 2021
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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.
You can reach one of our customer service officers by telephone or in writing using our information request form.