Do you know your rights?

This checklist will help you to understand the most important things that the Code does for you. Visit the CRTC’s website at www.crtc.gc.ca, where you can find the Wireless Code, which explains all of your rights as a wireless consumer in greater detail. Visit the CRTC's website  opens in new tab

Postpaid versus Prepaid Services

The Wireless Code opens in new tab establishes basic rights for all wireless consumers. However, there are some differences between postpaid and prepaid services.

Not sure if you’re prepaid or postpaid?

• You have postpaid services if you receive a bill at the end of the month that tells you what charges you’ve accumulated for the month – your bill might be the same each month or you might see extra charges (e.g., you went over your data for the month). You pay for the services you’ve already used.
• You have prepaid services when you top up your account to activate your services for the month. If you forget to pay, chances are that your services will be temporarily suspended until you top up your account. You pay for the services you’re planning on using.

Do you pay a bill after you use your wireless service? If so, you have the right:

• to cancel your contract at no cost after a maximum of two years
• to be the only person to consent to additional charges on a shared or family plan, unless you authorize another user to do so
• to limit your data overage charges to $50 a month and your data roaming charges to $100 a month for your entire account, regardless of the number of devices or users associated with the account
• to refuse a change to the key terms and conditions of your contract, including the voice, text and data services in your contract, the price for those services, and the duration of your contract
• to have your service suspended at no cost if your phone is lost or stolen
• to receive a Critical Information Summary, which explains your contract in under two pages
• to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
• to a contract that uses plain language and clearly describes the services you will receive, and includes information on when and why you may be charged extra
• to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked
• to cancel your contract and return your phone at no cost, within 15 calendar days and if you have not used more than half of the usage specified in your monthly plan limits, if you are unhappy with your service

Do you pay before you use your wireless service? If so, you have the right:

• to cancel your contract at no cost after a maximum of two years
• to have your service suspended at no cost if your phone is lost or stolen
• to receive a notification when you are roaming in a different country, telling you what the rates are for voice services, text messages, and data usage
• to a minimum grace period of seven calendar days in order to “top up” and retain your prepaid balance
• to a contract that uses plain language, and clearly describes the conditions that apply to your prepaid balance and how you can check your balance
• to have your phone unlocked by your service provider immediately upon request, at no charge, and newly purchased phones from your service provider must be provided to you unlocked
• to cancel your contract and return your phone at no cost, within 15 calendar days and if you have not used more than half of the usage specified in your monthly plan limits, if you are unhappy with your service

Are you a person with a disability?

If so, you have the right to a copy of your contract, privacy policy, fair use policy, and Critical Information Summary in an alternative format at no charge and to a longer (30 calendar day) trial period to ensure that the service and phone meet your needs.

For videos describing terminology commonly used in wireless contracts, click here. Videos are presented in American Sign Language (ASL) with English captions and an audio voice over track.

Have a complaint about your wireless service?

At Lucky Mobile, we want to give you the best experience we can. If you have a complaint or feel there is something you think we could be doing better, we want to hear from you. If you’re not satisfied with the service you’ve received, please contact us and a member of our team will escalate your concern.

Contact Us

Your experience with Lucky Mobile is important to us, so we want to make sure we do everything we can to resolve your issue. If you feel your complaint hasn't been resolved after connecting with a representative, you can contact the CCTS.

Commission for Complaints for Telecom-television Services (CCTS)

CCTS is an independent agency whose mandate is to resolve complaints of consumers about their telecom and TV services, and complaints of small business customers about their telecom services, free of charge. If you have a complaint about your telephone, wireless, internet or TV service, you must first try to resolve it directly with your service provider. If you have done so and have been unable to reach a satisfactory resolution, CCTS may be able to help you.

To learn more about CCTS, you may visit its website at a www.ccts-cprst.ca, opens in new tab or call toll-free at 1-888-221-1687.