The Canadian Radio-Television and Telecommunications Commission (CRTC) is implementing new regulations requiring telecommunications companies to report major service outages. This decision aims to enhance the reliability of internet and cellphone services for Canadians. The CRTC announced these measures on September 4, following significant outages that affected thousands of customers in recent years.

Under the new rules, service providers must notify the CRTC and relevant government authorities within two hours of a major outage. After restoring service, they will have 30 days to submit a detailed report outlining the causes, impacts, and resolution steps taken. This initiative is designed to promote transparency and help prevent future disruptions.

The regulations will take effect permanently on November 4. Previously, companies had two weeks to file post-outage reports. The CRTC stated that the new requirements will help telecommunications providers learn from outages, inform consumers about the causes, and assist governments in developing policies to mitigate future incidents.

The notification requirements vary based on the nature of the outage. For instance, if there is a complete loss of internet, cellphone, data, or landline service lasting at least 30 minutes, providers must inform the CRTC, Innovation, Science and Economic Development Canada, and local emergency management organizations. Additionally, if an outage affects 911 services, providers must notify local emergency call centers within 30 minutes, regardless of the outage's duration.

The CRTC's decision follows a public consultation initiated in 2023, which was partly prompted by a major Rogers outage in July 2022 that left millions without service for up to 15 hours. The commission noted that such disruptions can severely impact Canadians, especially in emergencies. Vicky Eatrides, CEO and chairperson of the CRTC, emphasized the importance of reliable services, stating, "Disruptions to these services can have harmful effects, especially in emergency situations."

In addition to the reporting requirements, the CRTC is launching two new public consultations. One will focus on improving network resiliency to reduce outages, while the other will explore potential consumer protections during service disruptions. These protections may include ensuring customers receive timely updates and possible refunds or bill credits after outages.

Earlier this year, a significant outage affected hundreds of thousands of Bell customers in Ontario and Quebec, caused by a technical issue during a router update. Following this incident, major telecom companies agreed to collaborate on mobile roaming and mutual assistance during future outages. The CRTC's new measures aim to enhance the overall reliability of telecommunications services across Canada.