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These videos were developed to provide an overview of the Canadian Wireless Public Alerting system for consumers that are Deaf, Deaf-Blind or Hard of Hearing. This video is a part of the Wireless Public Alerting series.

Roles and Responsibilities

Wireless Public Alerting is a complex system that includes many different organizations, each with a unique role to play. This includes wireless service providers (companies), alert issuers, government bodies and Pelmorex.

Role of Government Bodies

The National Public Alerting System is called Alert Ready. Alert Ready provides emergency management organizations with a standard alerting capability to send life-saving emergency alerts to television, radio and compatible smartphones. Wireless Public Alerting is one component of this system.

Through a collaborative process with both public and private sectors at different levels, the federal, provincial, territorial governments, set guidelines, regulations and procedures.

The Canadian Radio-television and Telecommunications Commission (CRTC) regulates the broadcasting and telecommunications service providers. Public Safety Canada is the federal lead for national public alerting, and works closely with federal departments and agencies, provinces and territories to coordinate national efforts.

Role of Pelmorex Corp.

Pelmorex Corp. operates the National Alert Aggregation and Dissemination (NAAD) System, which is the technical backbone for the National Public Alerting System. The NAAD System allows alert issuers to send out emergency alerts according to the technical standards for Canada.

Role of Alert Issuers

Federal, provincial, territorial and local governments are responsible for issuing emergency alerts.

These authorities decide what an alert will say and the area where it will be distributed. An alert can be sent to a relatively small area for example Ottawa, or it can be sent to an entire province — and even beyond, including across Canada.

Role of wireless service providers

All wireless service providers have the capability to forward emergency alerts received from alerting authorities to their customers’ WPA-compatible wireless devices using Cell Broadcast distribution over LTE networks.

Wireless service provider companies have no decision-making power as they do not decide the content of the alert, the timing or the geographic scope of distributing the alert. Their role is strictly to assist with the distribution of the alert issued by an authority.

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Hello and welcome to the Wireless Terminology video series.

This video series is designed to support the Canadian public in understanding the terminology commonly used by all wireless service providers in Canada.

This video will cover Contract and Billing - Getting Started.

As you seek to acquire wireless services there will be key terms that are important to know.

Account Number 1:44

An Account Number is a unique number that is assigned to a customer's account with their wireless service provider and may be related to one or more phone numbers. An account number may also be used to identify a customer when they access their services on-line, in-store or via phone.

Activation 2:38

An Activation is the process of connecting a device and applicable SIM card to a wireless network in order for it to be usable.

Bundle 3:05

A Bundle is a package of services that are available from a service provider, possibly including TV, Internet, home phone, and wireless service. In some instances, a customer is able to receive a discount on services when they subscribe to multiple products from the same service provider.

Credit Check 3:49

A Credit Check may be performed by a wireless service provider to establish if a potential customer is creditworthy. For wireless service it typically determines whether a customer can get a subsidized device.

Credit Profile 4:35

A Credit Profile includes the specific information that is used to access the customer's personal credit score.

Security Deposit 4:57

Where a customer's ability to fulfill their financial obligation is not certain based on their credit score, a Security Deposit may be required. A security deposit is a sum of money that is provided by a customer in advance and then held by the wireless service provider for a pre-determined period of time. If the money is not applied toward outstanding debt on their account, it is returned to the customer at the end of the contract period, with interest.

Customer or Subscriber 5:57

A Customer or Subscriber is an individual or small business that enters into an agreement with a service provider for wireless services. A customer can be an account holder, device user, or authorized user, although the permissions of each may be different, and may vary by service provider.

For example, only account holders and authorized users may consent to additional data charges.

Account Holder 7:00

An Account Holder is a person who is financially responsible for payments for services under a contract. They are responsible for all aspects of the account. An account holder is not necessarily also the device user.

For example, an account holder has their name on the bill and are responsible for paying it.

Authorized User 7:31

The account holder may designate another person as an Authorized User by contacting their service provider. An authorized user is an individual who is trusted by the account holder and has been authorized to make decisions on behalf of the account holder (including but not limited to consenting to additional charges on the account or changes to key contract terms and conditions). They do not need to be a device user, and their rights may vary by service provider.

For example, an authorized user could be a friend, parent, or spouse of the account holder.

Device User 8:38

A Device User is a person who uses a device associated with a contract. A device user can be an authorized user, or an account holder, but doesn't have to be either. An individual who is simply a device user does not have permission to make changes or make decisions affecting the service or contract.

For example, a device user could be an employee of a business, or a child of the account holder.

Trial period 9:47

A Trial Period allows a Customer/Subscriber a period of time during which they can try their wireless device and service to ensure it meets their needs. Should the service not be acceptable, the customer can return the device if done within the parameters of the service provider's pre-determined conditions.

Customers who self-identify as Deaf, Deaf-Blind, Hard of Hearing, or a person with a disability have a trial period of up to 30 calendar days during which they may cancel their contract without penalty as long as they have: used less than the permitted usage in their monthly plan; and returned any device provided by the service provider, in like-new condition, including original packaging.

Service Options 11:26

Two broad categories of Service Options are available to customers interested in acquiring wireless service - Prepaid and Postpaid:

Prepaid or Pay-as-you-go 11:53

A customer has Prepaid or Pay-as-you-go Services if they have to regularly top up their account to activate and/or use services. Prepaid and pay-as-you go customers do not get a monthly bill, and pay in advance for the services they are planning on using.

Postpaid Services 12:36

A customer has Postpaid Services if they receive a bill at the end of the month that identifies monthly recurring charges for the next month, as well as any additional non-recurring charges that have been accumulated for the previous month. Postpaid customers can use services they have not yet paid for but will pay for in their next bill.

Commitment Period 13:29

The Commitment Period of a contract will depend on whether a customer has a fixed-term or no-term contract. For fixed-term contracts, the commitment period is the entire duration of the contract. For no-term contracts, the commitment period is the current month or billing cycle.

Fixed-Term Contract 14:17

A Fixed Term Contract is a binding agreement between a service provider and a customer that has a set duration (usually one or two years).

No-term Contract 14:43

A No-term Contract is a binding agreement between a service provider and a customer that does not have a set duration. No-term contracts automatically renew each month.

This is also known as an Indeterminate Contract or Month-to-Month.

Wireless Number Portability (WNP) 15:12

Wireless Number Portability (WNP) refers to a wireless consumer's ability to change service providers within the same general metropolitan area or local calling area and keep their existing phone number. For example, consumers with service in Halifax can keep their phone number and switch providers when they stay in Halifax, but not if they move to Sydney.

A customer should check with the service provider they want to switch to in order to make sure they can port their number.

A customer can transfer their number to a new service provider at any time, as long as their account is still active, but will be obligated to pay any early cancellation fees attributed to an existing contract, as well as any outstanding balance on their monthly service fees. Customers who intend to transfer their number should NOT cancel their current service before switching service providers, as only active telephone numbers are eligible to be transferred.

In order to transfer their number customers should contact the service provider to which they want to switch to first. The new service provider will contact the old service provider to transfer the phone number.

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Contracts & Billing - Fees

Hello, and welcome back to the Internet Code video series.

These videos were developed to provide an overview of Internet services. They are intended for customers that are Deaf, Deaf-Blind or Hard of Hearing.

All videos have captions and voiceovers.

This set of videos covers terminology commonly used by Internet Service Providers, or ISPs, in Canada. The definitions in these videos are intended as simple explanations of how Internet service works. They do not replace definitions used in CRTC decisions, or ISP contracts or written policies, as may be amended from time to time.

Video 2 will cover Contracts & Billing – Fees. Customers are responsible for paying Applicable Fees and Charges based on their specific agreement or obligation. Appropriate fees that may be relevant include:

Pre-service Fees

Activation Fee / Installation Fee / Service Connection Charges

Activation Fees or Installation Fees are one-time fees that may be applicable at the time of activation of services. The fee may be charged to the customer’s invoice at time of activation or upgrade.

These may also be known as Service Connection Charges.

Fees Associated with Identified Services

Pay-per-use Charge

A Pay-per-use Charge is billed to a customer when they use optional services that are not included in their plan.

Pay-per-use charges are applied in addition to the usual plan charges.

Overage Charge

An Overage Charge is billed to a customer when they exceed the established limit for the use of Internet data in their monthly plan. The customer is charged an overage fee for the extra usage based on a rate identified by their service provider.

Monthly Usage

When a customer signs a contract with an Internet Service Provider, or ISP, their chosen plan will indicate the Monthly Usage included in the cost of their plan each month. This will typically indicate how much data they can use during a billing period before data overage fees apply. It is typically expressed in Gigabytes (GB).

There are plans that offer unlimited data, in which case there are no monthly usage limits, as long as the customer complies with the service provider's Acceptable Use Policy or Fair Use Policy. Plans that do not have a usage limit can be referred to as "unlimited", "endless" or "infinite".

Monthly Service Fees

Monthly Service Fees

Monthly Service Fees are charges that a customer will see on their monthly bill. Each service provider will identify all relevant fees on the bill.

Minimum Monthly Charge

The Minimum Monthly Charge refers to the amount that customers will have to pay for Internet service each month, even if they do not use optional services or incur any additional fees or overage charges. This charge may be subject to taxes as set out in the agreement.

For example, this is the amount that a customer has agreed to for their basic service, before any additional use. This amount will be clearly identified in the service agreement.

Monthly Recurring Charge, Non-recurring Charge

Monthly Recurring Charges are charges a customer will see on their bill every month, while Non-recurring Charges or One-time charges are only one-time expenses.

Monthly Device Charge / Equipment Financing / Device Balance

A Monthly Device Charge is the amount of money that a customer pays each month for the purchase of their subsidized device. This fee may be in addition to the minimum monthly charge fee a customer pays for service. Monthly Device Charge is not applicable to all internet service providers. This charge should not be confused with a monthly rental charge.

This may also be known as Equipment Financing or Device Balance.

Monthly Rental Charge

A Monthly Rental Charge is the amount of money that a customer pays each month toward rental of any equipment such as a modem. This fee may be in addition to the fee a customer pays for service. Monthly Rental Charge is not applicable to all internet service providers or plans and if a rental charge is applicable it will be disclosed in the contract.

Monthly Savings / Promotion / Discounts

Promotions, discounts, incentives, and other time-limited credits/offers are various incentives that service providers use to make their offers more appealing to subscribers, financially or otherwise.

These incentives may be offered only for a specific period of time and/or may have conditions associated with them.

These incentives will be set out in the customer’s contract.

End of Service Fees

Early Cancellation Fee / Early Cancellation Charge

An Early Cancellation Fee is the amount that may be charged when a customer’s service is cancelled before the end of the commitment period. The amount will depend on several factors including the type of contract a customer has, how much of the commitment period is remaining, and whether a device was subsidized at activation. The cancellation fee will be set out in the customer's contract.

If a customer cancels service during the trial period, and complies with the trial period rules, the early cancellation fee is not applicable.

Equipment Loss Charge / Non Return Fee / Non Return Charge

An Equipment Loss Charge may be imposed when a customer either does not return Equipment which is owned by the Internet Service Provider, or returns equipment that has been damaged.

This is also referred to as Non Return Fee or a Non Return Charge.

Payment

Late Payment Charge

Late Payment Charges are billed to the customer when the balance from the previous billing cycle is not paid in full by the due date listed on the bill.

Interest is charged on the portion of the bill that is outstanding, and added to the next bill as a late payment charge.

Administrative and collection charges

Administrative and Collection Charges are amounts owed to a service provider as a result of late, returned or rejected payments.

Outstanding (Overdue) Balance

Outstanding or Overdue Balance refers to the portion of a customer’s balance from the previous billing cycle that was not paid by the due date listed on the bill.

Suspension / Disconnection

Suspension

Suspension refers to a temporary halt in service that can result from a lack of payment or reaching a pre-determined spending or usage limit. The customer’s account and contract remain in force during service suspension, and regular monthly charges may continue to be applied.

Disconnection

Disconnection refers to the termination of Internet services.

Seasonal Disconnect / Seasonal Suspend

Seasonal Suspend refers to a customer-initiated hold on service that is intended to be in effect for a specified period of time, such as when the customer travels. A smaller monthly fee may apply and there may be a reconnection charge; it varies by service provider.

Service Reconnection Fee

A Service Reconnection Fee refers to a fee that may be charged for the reconnection of services after being suspended for any reason.