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Fixed Line Phone Services

Your Right to a Fixed Telephone Service

Many people and businesses rely on fixed line phones also known as landlines'. Fixed phone lines are often considered to be the most consistently reliable way of communicating with others by phone.

Licensed fixed network service providers are required by law to provide the following fixed line phone services at your request:

  • local, national and international calls
  • 24-hour access to the emergency call service number
  • operator assisted services
  • itemised billing.
  • These basic entitlements do not cover mobile services, Internet, or other telecommunications services such as certain special call-handling features (call waiting, call forwarding, call barring, calling number display and calling number display blocking). You can request activation of these features by your service provider.

In due course, you will be able to keep the same fixed line phone number if you decide to change to another fixed line service provider. Known as fixed number portability, is a license obligation on fixed service providers.

What Else Am I Entitled To?

Licensed fixed service providers  are required to provide you with a good quality, working fixed line service -- no matter where you live.

  • Timeframes are imposed on fixed service providers to:
  • Connect your phone service;
  • Repair faults or service difficulties;
  • Attend appointments with customers; and
  • Resolve billing and other complaints.
  • You may be entitled to some compensation if these timeframes are not met, depending upon circumstances.

My Phone Company Disconnected My Service. Is This Allowed?

Yes. Your service provider can disconnect or restrict your service in certain circumstances. For example, if you deliberately stop paying your bill, your service will probably be disconnected. But before this action is taken, your service provider must give you reasonable notice of when you might be disconnected and why.

Your phone company may request a security deposit or bond before reconnecting your service or connecting you to another service.

Please be aware that a service provider cannot disconnect your service solely because you dispute your bill or file a complaint about your bill or your fixed line service.

Complaint Handling

Your service provider must address your complaints promptly and fairly.

If your concerns are not resolved to your satisfaction by the service provider, you may contact CRA.