CRTC Wireless Code

The Canadian Radio-television and Telecommunications Commission (CRTC) has created the Wireless Code so that consumers of wireless services will be better informed of their rights and obligations contained in their contracts with wireless service providers.

Already contacted us?

If you've already contacted Koodo but your issue isn't solved then you can escalate it here. We try to provide the best service possible, but we get that some problems are harder to solve than others. If you've tried to resolve an issue without success you can take a look at further options.

The Wireless Code of Conduct

Effective December 1, 2017 the CRTC has made changes to the Wireless Code of Conduct. To learn more about your rights as a wireless consumer and to view the consumer checklist, visit the CRTC website.

If you experience difficulty with your service, you can contact us with your comments or suggestions on any of our products or services. If you are unable to reach a satisfactory resolution, the Commission for Complaints for Telecom-television Services (CCTS) may be able to assist you.

Update on Data Usage Notifications

Koodo was unable to deliver enhancements to roaming data notifications and blocks for additional roaming data charges by December 1, 2017. An extension was granted by the CRTC to deliver the new requirements by March 31, 2018. The delay was necessary to ensure Koodo implemented the enhancements while providing customers with the best experience possible.

The updates to roaming data notifications and blocks on additional roaming data charges are being introduced to our customers throughout February and March. All customers are expected to benefit from the enhanced roaming data notifications and controls by March 6, 2018. Please refer below for more information on these changes.

Using Data when traveling outside of Canada

Effective for all bill cycles starting February 7, 2018 and later:

• If you are outside Canada and using pay-per-use roaming data, all device users on the account will receive notifications when additional roaming data charges on the account reach or exceed $25.
• If $100 of roaming data charges across all device users on the account is reached, pay-per-use roaming data will be blocked to prevent any additional pay-per-use roaming data charges.
• If an authorized user unblocks roaming data, all devices on the account may continue to use pay-per-use roaming data.
• Roaming data charges include both pay-per-use data usage and the purchase of roaming passes that include data.
• If you're outside Canada and using Easy Roam, you will get notified about your data usage the same way you do when in Canada. Easy Roam daily fees do not count as roaming data charges.