We Canadians pay the highest mobile rates in the world, thanks to the entrenched Bell-Rogers-Telus oligopoly that for years has been gouging customers with impunity. The CRTC, the regulatory body that has generally been in the pocket of the wireless companies, has been taking some baby steps towards actually protecting consumers in recent years, thanks to a huge backlash and an acknowledgement that the current situation is hurting business and innovation. But these baby steps haven’t done much to stem the tide.
Now, the long-awaited new Wireless Code announced by the CRTC after months of public hearings promises to address a few of the most egregious issues. Among them:
- Canadians will be able to cancel their plans after two years with no penalty, even if they signed a deal for longer.
This is all well and nice, considering that the three-year plan cycle was stifling innovation. But considering that there really aren’t any better options out there, cancelling and going to a competitor is illusionary freedom at best.
- Caps on extra data and roaming charges to $50 and $100 respectively within a given billing cycle.
This is perhaps the biggest win for consumers; stories of $22,000 phone bills or other ridiculous overage charges have abounded in the media lately, embarrassing providers and frustrating consumers. Even smaller amounts are ridiculous: A friend recently returned from a trip to the UK to discover a $1,287 phone bill, all for committing the cardinal sin of having forgotten to purchase a data plan, and having accessed Google Maps a few times while abroad. Such charges far exceed any reasonable costs that the providers have, and amount to a punitive tax on the unsuspecting for no reason other than they’ve been allowed to get away with it for far too long.
- Canadians will be able to unlock their devices after 90 days, or immediately if they didn’t purchase a phone on contract.
Anyone who wanted an unlocked device was already doing so on the grey market for a few dollars. It’s useful for people moving out of the country or for those of us who travel a lot; Canada remains one of the only countries in the world where you can’t get off a plane and pick up a local SIM card for a matter of a few dollars to use during your stay. (I do this all the time with my unlocked phone; it’d saved me thousands in roaming charges in countries from France to Israel to Vietnam.) But for most Canadians, with no competition to speak of in the market, unlocking your device will only allow you to switch to an equally bad provider, which is really no choice at all. All this means in practice is that providers will raise the prices of the phones in the first place, arguing that they can no longer subsidize them to as great a degree.
- Contracts must be in plain language, with wording explained clearly and with the option to opt out of all changes.
This ought to have been the price of entry and a given for anyone doing business. The fact that it needed to be said was sad. A step in the right direction, to be sure. But the Code doesn’t set out any restrictions on what the wireless providers can and cannot put in the contracts, as long as it’s spelled out in plain language.
What’s missing from this Code? Quite a lot.
- There’s no mention of the fundamental unfairness of charging for incoming calls and text messages — a particularly egregious issue considering how much spam and how often my phone rings with unsolicited telemarketing calls. When I complained recently to Rogers about the dozens of robo-calls I’ve been receiving lately (“Congratulations! You’ve won a trip!”), I was basically told that I had no choice but to pay for the calls. There’s also the fact that we take the double-charging (paying for both outgoing and incoming minutes) as a given here in Canada, when most people from other countries would find that shocking.
- There’s next to nothing being done to address the lack of competition in the marketplace. Bell, Telus and Rogers collectively own the vast majority of the wireless spectrum. Efforts in recent years to open up parts of the spectrum to bidding from smaller players are failing, since the small players are being sold one by one to the big ones. Virgin Mobile is owned by Bell; Fido is long owned by Rogers; Telus is in talks to buy Mobilicity; Public and Wind are both up for sale. Only Videotron here in Quebec is making a go of it, since as a larger cable company it can afford to compete, but its service and offerings aren’t exactly advantageous compared to the Big Three. And anyway, Rogers and Videotron have a network sharing agreement that will effectively prevent them from actually competing. With so few choices, we all lose, regardless of market regulation or consumer codes. Since, after all, the Big Three can charge whatever they want, as long as they spell it out in plain English.
Ultimately, this Wireless Code is Too Little, Too Late. It will get us to where we needed to be as a country five years ago, but it does very little to address the future. And we will continue to fall behind the rest of the world in terms of mobile adoption rates and technical innovation.
But, it’s a step in the right direction.
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