Telecom outages will need to be reported and explained under new rules, CRTC says
Canada’s telecommunications regulator is taking steps to improve transparency and accountability in the industry by mandating service providers to report major network outages promptly. Effective November 4, carriers must notify the Canadian Radio-television and Telecommunications Commission (CRTC) and other government authorities within two hours of experiencing a significant disruption. After restoring service, they have 30 days to submit a detailed report outlining the causes, effects, and actions taken to resolve the outage.
The goal of these new regulations is to provide consumers with more information about network outages, help the industry and government prevent future disruptions, and ultimately enhance the overall reliability of telecommunications services in Canada. The CRTC had previously introduced similar rules on an interim basis over two years ago, but now they are being permanently implemented to ensure consistent reporting standards.
In the event of a complete loss of internet, cellphone, data, or landline service lasting at least 30 minutes, providers must notify the CRTC, Innovation, Science and Economic Development Canada, and local emergency management organizations. Additionally, if an outage impacts 911 services, regardless of duration, providers must inform the relevant call centres responsible for emergency calls within 30 minutes.
These new requirements were developed in response to a consultation initiated by the CRTC in 2023, following significant outages like the one experienced by Rogers in July 2022. In response to that outage, which lasted up to 15 hours due to a configuration error during a network upgrade, Rogers has since taken steps to enhance the resilience of its networks based on recommendations from an independent report.
Other major telecom companies in Canada have also faced disruptions, such as Bell’s outage earlier this year that affected hundreds of thousands of customers in Ontario and Quebec. The CRTC is now launching additional consultations to gather feedback on network resiliency and potential consumer protections during outages, including measures to ensure timely updates and possible refunds or credits for affected customers.
Overall, these new regulations and consultations aim to improve the reliability of telecommunications services in Canada, protect consumers during outages, and enhance the industry’s ability to prevent and respond to disruptions. As technology continues to play a crucial role in our daily lives, ensuring the stability of communication networks is essential for Canadians across the country.
