CRTC Wireless Code of Conduct

The CRTC Wireless Code is a mandatory code of conduct for Canadian wireless service providers. It sets out customer rights and provider responsibilities for retail mobile wireless voice and data services.

The Wireless Code is intended to help customers understand their mobile wireless plans, compare service options, change providers, avoid unexpected charges, and access clear information about their rights and responsibilities.

M-Mobile provides prepaid mobile wireless data services through eSIM and physical SIM products, where available. Because these services are prepaid, customers pay before service is provided, and plans are designed to avoid unexpected wireless data overage billing.

The Wireless Code applies to retail mobile wireless voice and data services provided to individual and small business customers in Canada. Some Wireless Code requirements apply differently depending on whether a service is prepaid or postpaid, whether a device is included, and whether the customer has entered into a fixed-term commitment.

Where the Wireless Code applies to M-Mobile services, we are committed to following it and providing customers with clear, accessible, and timely information.

M-Mobile plans are prepaid. This means customers purchase service before it is used. Plan availability, supported destinations, network access, usage visibility, speeds, expiry periods, and supported devices may vary by plan, country, network partner, and technical conditions.

Customers should review the plan details shown at checkout and any related service information before completing a purchase. If you are unsure whether a plan is suitable for your device, destination, or intended use, contact us before purchasing.

Customers with disabilities may request certain customer-facing documents or service information in an alternate format, where required and where applicable to the service. M-Mobile will work with customers to provide accessible information through reasonable available formats and channels.

Accessibility-related requests can be submitted through our accessibility page or through our support channels.

If you have a question or concern about your mobile wireless service, contact M-Mobile first so we can review the issue. Please include your order number, account details, plan information, and a clear description of the concern where possible.

If your complaint remains unresolved, you may be able to escalate it through the Commission for Complaints for Telecom-television Services. For details, visit our dedicated CCTS Complaint Resolution page.