Championing Consumer Rights: OpenMedia’s Submission on Telecom Transparency

On February 14, 2024, CIPPIC submitted an intervention on behalf of OpenMedia in Telecom Notice of Consultation CRTC 2024-293 to advocate for enhanced transparency and fairness in Canada’s telecom market.

The submission was inspired by Ontario Commissioner Bram Abramson’s dissenting opinion, which argued that the current consultation misses key opportunities to enhance consumer information. Commissioner Abramson advocated for a more comprehensive, data-driven approach to consumer protection. CIPPIC was glad to support OpenMedia’s position that the CRTC’s current approach does not go far enough in addressing the transparency issues that prevent Canadians from making informed decisions about their mobile wireless services.

In a parallel proceeding, the CRTC is considering “nutrition labels” to help Canadians better understand and compare Internet service plans. However, the proposed labels do not include mobile wireless services—a significant oversight given that mobile consumers face the same challenges as Internet users. Confusing and inconsistent plan information leaves many Canadians struggling to make informed choices. Worse, mobile wireless complaints accounted for over half of all telecom complaints last year, highlighting the urgent need for better transparency.

CIPPIC’s submission on behalf of OpenMedia calls on the CRTC to expand standardized “nutrition labels” to include mobile wireless services. By adopting clear, machine-readable labels, the Commission can empower consumers, reduce confusion, and foster a more competitive telecom marketplace. Labelling should not stop at service plans. Consumers deserve transparency about the environmental impact and durability of the mobile devices they purchase.

Read the full submission here.