CRTC announces measures to protect Canadians from telecom service outages

The Canadian Radio-television and Telecommunications Commission (CRTC) is taking action to improve the reliability of telecommunications and broadcasting services. For residents in Saskatchewan, a widespread SaskTel wireless outage left residents temporarily without non-emergency RCMP phone access.

The SaskTel disruption at the end of August affected wireless voice services and roughly 3,000 business lines across the province. While 911 emergency services remained operational, the outage rendered the RCMP’s 310-RCMP non-emergency line inoperable, prompting authorities to advise residents to visit local detachments for non-urgent matters. Text and data services continued to function, and many residents relied on social media and email to stay connected.

Related Stories:

• SaskTel wireless outage impacts RCMP non-emergency lines across Saskatchewan
• West Central Saskatchewan scrambled to stay connected during SaskTel outage

Outages like these highlight the critical importance of reliable networks. CRTC Chairperson and CEO Vicky Eatrides said. “Canadians need reliable internet, phone, and television services. Disruptions to these services can have harmful effects, especially in emergency situations,” unveiling measures to reduce outages and strengthen consumer protections.

The regulator announced three initiatives:

• Final reporting requirements for internet and cellphone providers to notify authorities of major outages.

• Public consultations to develop standards for network design and operations to increase resilience.

• Consultations on consumer protections, including timely updates during outages and potential refunds or bill credits.

The CRTC is inviting Canadians to submit comments through its online platforms, by mail, fax, or sign language video. Feedback will help shape the regulator’s final policies.

The agency emphasized collaboration with federal, provincial, and territorial authorities, as well as 9-1-1 call centres, to manage and prevent service disruptions. The SaskTel outage underscores the real-world consequences of network interruptions and the need for robust reporting and mitigation measures.