CRTC Promises Action on Service Outages—With Another Consultation

The Canadian Radio-television and Telecommunications Commission (CRTC) says it’s stepping up efforts to make phone, Internet, and broadcasting services more reliable after recent high-profile outages left Canadians cut off—in some cases from 911.

The regulator announced three measures. First, Internet and wireless providers will now face new reporting rules for major outages, so public safety officials and government agencies get timely information.

Second, the CRTC has opened consultations on tougher standards for how networks are built and operated, aimed at making them more resilient. Third, it’s seeking public input on new consumer protections, including clearer updates for customers during outages and the possibility of refunds or bill credits.

“Canadians need reliable Internet, phone, and television services. Disruptions to these services can have harmful effects, especially in emergency situations,” said CRTC chair Vicky Eatrides in a statement on Thursday. “Today’s actions will help reduce outages and introduce new ways to further help protect Canadians.”

Phone and Internet providers need to report any major service outages to the regulator, emergency officials, and 911 centres. The new rules, which replace temporary measures from 2023, also cover outages that affect critical services like 911, emergency alerts, crisis lines, or small communities.

Telecoms must file a detailed report within 30 days of fixing the problem, explaining what caused it and how they’ll prevent it in the future. The CRTC says it will post these reports online so Canadians can see what happened and other providers can learn from the mistakes.

Public comments are open now, and the regulator says feedback will help shape final rules.