Jira & Confluence 
Bitrix24 CRTC Wireless Code · CCTS · applies in every province
Wrong charge or price change on your phone bill? — dispute letter ready before the CCTS
Short answer. The billing dispute letter to your provider is open below: list the charges and what you agreed to. Change of key contract terms (e.g., plan price) during the commitment period: Not allowed without your informed and express consent, unless it lowers the rate or raises the allowance (CRTC Wireless Code, D.1).
- Earliest date a change to other contract terms can take effect (30 calendar days' notice): type the date
- If this is instead the date your new contract's service began: the trial period lasts at least until (15 calendar days): type the date
Check your own case.
Changes to contract terms other than key terms need at least 30 calendar days' notice (CRTC Wireless Code, D.2). Key terms (such as the price of the plan) cannot be changed during the commitment period without your express consent at all (D.1), so for those no notice period makes the change valid. Trial period: at least 15 calendar days from the date service begins, for contracts with an early cancellation fee (G.4). These are federal rules for wireless services in all provinces.
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Give me the date of your provider's notice, and I will show you the earliest day that change could apply.
Copy the exact price from your chat or order confirmation into the table. That line is what the provider has to answer.
An illustrated character, not a lawyer.
Deadlines
The rules, with the source
| What | Deadline | Source |
|---|---|---|
| Change of key contract terms (e.g., plan price) during the commitment period | Not allowed without your informed and express consent, unless it lowers the rate or raises the allowance | CRTC Wireless Code, D.1 |
| Change of other terms | At least 30 calendar days' notice explaining the change and its effective date | Wireless Code, D.2 |
| Service or device you did not order | Cannot be charged | Wireless Code, E.4 |
| Data overage / data roaming | Charges suspended at $50 (overage) and $100 (roaming) per billing cycle unless you consent to more | Wireless Code, E.3, E.2 |
| Cancellation | Any time; takes effect the day the provider receives notice | Wireless Code, G.5 |
| Disconnection while you dispute | No disconnection if you dispute before the scheduled date, pay the undisputed part, and the dispute is not meant to delay payment | Wireless Code, I.3 |
| Collection during a CCTS complaint | The provider must stop collecting the disputed charges until the CCTS closes your complaint | CCTS Procedural Code (summary on ccts-cprst.ca) |
Before filing with the CCTS you must give your provider a reasonable opportunity to fix the problem: this letter is that step. Keep copies of bills, chats and reference numbers.
Step by step
What to do, in order
1
Find the wrong lines
Compare your bill with the price in your contract, order confirmation or chat.
2
Fill in the table
One row per charge: what you were billed, what you agreed to, the difference.
3
Keep the points that apply
Price change without consent, service you did not order, overage above $50, missing credit.
4
Send it in writing
Use chat or e-mail so you have a record. Note the reference number.
5
Pay the undisputed part
Keep paying what you do not dispute, so the provider has no reason to disconnect.
6
Go to the CCTS
No fix? File a free complaint with the CCTS and attach this letter and the reply.
Questions
My provider raised my plan price in the middle of my contract. Can it do that?
For a postpaid wireless contract, the Wireless Code says key terms cannot be changed during the commitment period without your informed and express consent, unless the change lowers your rate or increases your allowance.
Does the CCTS cost anything, and do I need to call my provider first?
The CCTS is free. It expects you to give your provider a reasonable opportunity to fix the problem first; this letter is that written record.
Does this work for internet or TV?
The CCTS handles phone, internet and TV complaints. The Wireless Code sections in the letter apply to cellphone services; for other services, keep the facts and the agreed price and delete the Wireless Code points.
Official sources
Other documents
Keep the papers in one place
Letters, receipts and notices in one folder you can share with family or a lawyer. The templates and the editor are free; Layers is free for up to 20 people.
This is a ready document and a deadline calculation, not legal advice.