I’m having problems with my service provider. What should I know?

1. Check your contract

You should first check your contract to understand the amount you are being charged. You should also check the contract to see if any additional charges apply to you.

Your service provider is required to list the prices clearly. Your contract must include information about the following:

  • the limits on how much calling time, texting, and data you can use and what the charges are if you go over your limit
  • if you have to pay an early cancellation fee, and how to calculate it
  • your minimum monthly payments
  • any other charges that could apply

Your contract must be written in plain language. This means that it is easy to read and understand. If your contract is difficult to read, you can complain to the Commission for Complaints for Telecom-television Services (CCTS).

Get a copy of your contract

If you do not have a copy of your contract, your service provider must give you one. You only have to ask them for a copy. You can do this in person or by calling your service provider. You can ask for a paper copy or an electronic copy.

If they refuse to give you a copy, you can complain to the CCTS.

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