Internet and cell phone service providers in Canada must be ready to comply with new protocols for responding to and reporting major system outages by November this year. The deadline comes in a newly issued directive from the Canadian Radio-television and Telecommunications Commission (CRTC) that builds on interim requirements introduced in 2023.

The rules set out determining factors and timelines for when and how quickly service providers must report system outages to CRTC, federal departments with oversight for public safety and business operations, provincial/territorial emergency management organizations and local-level 911 call centres. As well, CRTC has launched two new public consultation processes to gather input on potential improvements to telecom network design and operations and consumer protection mechanisms related to service loss.

“Canadians need reliable Internet, phone and television services. Disruptions to these services can have harmful effects, especially in emergency situations,” observes Vicky Eatrides, the CRTC’s chair and chief executive officer.

Primary telecommunication service encompasses wireless or landline phone numbers, Internet connections and data links for end-users. A major outage is now formally defined as one that lasts at least 30 minutes and:

• causes 600,000 minutes of disruption, calculated according to the total number of end-users affected; or
• cuts off telecom access in a community that Statistics Canada categorizes as rural, remote or isolated; or
• affects TTY-IP relay-based services for people with hearing or speech disabilities; or
• affects 988 service for mental health crises and suicide prevention.

In such cases, telecom service providers (TSPs) will be required to notify key public safety contacts, such as 911 call centres in affected areas and provincial/territorial emergency management organizations that administer wireless public alerts, within 30 minutes. CRTC and the federal department of Innovation, Science and Economic Development (ISED) must also be notified within 30 minutes if the service outage involves 911 networks, wireless public alert systems or specialized services for people with hearing/speech disabilities or for mental health response.

Meanwhile, for all outages, CRTC and ISED must be provided with a comprehensive list of specified details within two hours. These include:

• the geographic area, networks, associated brands or downstream TSPs and estimated number of end-users affected;
• the start-time of the outage and estimated time for service restoration;
• a brief description of the causes of the outage (if known), the steps taken to restore service and/or the factors that are preventing network repair and service restorations; and
• a description of how the outage has been communicated to end-users and other stakeholders, including a link to webpages or other channels used to do so.

In the aftermath of a major outage, TSPs must submit a post-occurrence report to CRTC and ISED within 30 days. This calls for much of the same information previously required in notifications at the time of an outage, but also asks for a summary of planned or implemented measures to prevent similar future outages and to improve service reliability and network resilience, along with a timetable for when such measures will be completed. Additionally, service providers will be expected to explain what lessons they have learned from the outage and its spinoff outcomes.

“Post-outage reports may contain confidential information,” the CRTC ruling acknowledges. “However, the lessons learned by a TSP from a major service outage event can benefit the industry by helping to prevent and address future outages. The Commission therefore encourages TSPs to share lessons learned that the Commission can make public to inform other TSPs.”

Information gleaned from both service providers’ notifications and post-outage reports will build a database to help CRTC and ISED chart the frequency and causes of major outages and the nature and effectiveness of service providers’ responses. “This information will help the Commission establish evidence-based policies to improve the reliability of services,” the CRTC ruling maintains.

Similarly, the two newly launched public consultations are meant to inform future regulatory policy. Stakeholder groups and the general public can make submissions addressing three general themes related to telecom system reliability and resiliency until Dec. 3, 2025, while those seeking to weigh in on consumer protections are asked to consider a series of questions as part of a public proceeding.

“The Commission holds the preliminary view that consumer protections in the event of service outages or disruptions are necessary,” the consultation document states. “To build on the existing consumer protections in place, Canadians may need better protections, including clearer communications or refunds when they experience a service outage with their home Internet, wireless, telephone or television services.”

Telecom service providers or their representative industry groups are additionally asked to provide information about their current policies related to service outages and disruptions, and how those policies are applied and communicated to customers. This must be submitted by Oct. 9, 2025 in order to be a recognized party to the proceedings.

Stakeholders and the general public have until Nov. 13, 2025, at 5 p.m. Pacific time, to submit comments.