CRTC creates new requirements for telecom providers experiencing major outages

People use Starbucks' provided Wi-Fi at a store in Toronto amid a nationwide Rogers outage, affecting many of the telecommunication company's services, July 8, 2022. THE CANADIAN PRESS/Cole Burston

Canada’s telecommunications regulator is mandating service providers to notify it and other government authorities within two hours when they experience a major network outage.

After restoring service, carriers will also have 30 days to file a report detailing the causes, effects and steps taken to resolve the outage. The CRTC said it’s a measure meant to provide transparency to consumers and help the industry and government limit future disruptions.

The requirements take effect permanently on Nov. 4 after the CRTC implemented similar rules on an interim basis more than two years ago.

Previously, telecoms were required to submit their post-outage reports within two weeks of resolving the issue.

“With this information, (telecommunications service providers) can learn from what happened to avoid similar outages in the future, Canadians can learn the cause of an outage and other facts, and governments can develop policies to help limit outages going forward,” the commission said.

The mid-outage notification requirements vary somewhat depending on the nature of the disruption.

During a complete loss of internet, cellphone, data or landline service that lasts at least half an hour, providers must notify the CRTC, Innovation Science and Economic Development Canada, and local emergency management organizations.

When an outage affects 911 services -- regardless of the duration -- providers must also notify the local call centres that are responsible for answering emergency calls within half an hour.

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The regulations are in response to a consultation launched by the CRTC in 2023.

At the time, the commission cited the Rogers outage of July 2022, when millions of customers were in the dark for up to 15 hours, as one of the events prompting its study.

Rogers has sought to strengthen the resiliency of its networks since that outage, which was caused by a configuration error during a network upgrade, according to a report by Xona Partners Inc. delivered to the CRTC last year.

The company said it completed a full review of its networks and implemented all recommendations contained in the independent report.

About a month after the Rogers outage, Canada’s major telecom companies reached a formal agreement to “ensure and guarantee” mobile roaming and other mutual assistance in the case of a future major outage.

Earlier this year, an outage lasting nearly two hours wiped out internet and cellular service for hundreds of thousands of Bell customers across Ontario and Quebec. Bell said the disruption was caused by a “technical issue” after it conducted an update that affected some of its routers.

Telus said some of its own customers were also affected by the Bell outage.

The CRTC said Thursday it is also launching two new consultations as part of its decision.

One of the studies will gather views on how providers can improve the resiliency of their networks and reliability of their services.

The other will consider potential new consumer protections when Canadians experience an internet, phone or television outage. That could include “measures to ensure customers receive meaningful and timely updates during an outage, as well as refunds or bill credits after an outage,” it said.

“Canadians need reliable internet, phone and television services. Disruptions to these services can have harmful effects, especially in emergency situations,” said CRTC chairperson and CEO Vicky Eatrides in a press release.

“Today’s actions will help reduce outages and introduce new ways to further help protect Canadians.”

Earlier this year, the regulator also announced improvements specifically for customers in Northern Canada, where remote residents have grown used to frequent outages.

That included a requirement for local provider Northwestel to automatically reduce customers’ bills when internet services are disrupted for at least 24 hours.

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Sammy Hudes, The Canadian Press