If you believe your Internet access 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.
Examples of situations
Here are some situations that might lead you to contest amounts billed:
- Fees are charged for a volume of data downloaded that is higher that what you actually downloaded.
- You were promised a credit or discount that does not appear on your bill.
- You were billed for services despite having cancelled your service contract.
- You were 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.
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.