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Internet Code of Conduct Overview by Xplore
The Canadian Radio-television and Telecommunications Commission CRTC has established the Internet Code of Conduct Internet Code or Code, designed to empower Internet consumers with knowledge about their rights and obligations as outlined in agreements with internet service providers.
Consumer Rights under the Internet Code
The Internet Code is a foundational guide that guarantees basic consumer rights for anyone using internet services. These rights include:
A pln-language contract: Customers should receive contracts that clearly define the services to be provided, including conditions when or why extra charges might apply.
Critical Information Summary CIS: A concise summary of two pages or less that outlines key elements of the service agreement.
Refusal of Contract Changes: Customers have the right to decline any changes to the core terms and conditions within their contract, such as service adjustments, pricing updates, or contract duration.
No Early Cancellation Fees: Xplore offers all customers on contracted services a 30-day Money-Back Guarantee. If you cancel during this period, there will be no early cancellation fees.
Data Usage Alerts: Upon reaching 75, 90, and 100 of your data usage limits, you'll receive notifications about overage charges and tools for monitoring your usage.
Application Scope
The Internet Code applies to all individual customers of large facilities-based internet service providers across Canada. This includes services purchased alone or as part of bundles through various channels like in-person transactions, online platforms, or phone calls.
Accessibility for Customers with Disabilities
Xplore acknowledges that accessibility should not be a barrier. We offer free access to electronic or paper copies of the contract and related documents upon request by customers with disabilities. To proceed:
Eml our support team: At [email protected].
Contact us by phone: Dial 1-866-841-6001 for assistance.
Web to Case: Utilize the Web to Case feature on MyXplore's Cases tab. If you require help with your login credentials, please reach out via eml or request phone relay service.
ASL Resources
For customers who use American Sign Language ASL, we've compiled informative videos that expln the Internet Code rights and commonly used terms found in internet contracts. You can access these resources at:
Announcement Video: The Internet Code - Announcement
Service Agreement Terms Overview
Managing Data Usage Tips
About Xplore
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Empowerment through Internet Consumer Rights CRTCs Internet Code of Conduct Overview Rights under the Internet Code for Consumers Xplores 30 Day Money Back Guarantee Accessibility and Disability Services at Xplore ASL Resources Explaining Internet Code Rights