A new parliamentary petition wants to improve telecom customer service in Canada by limiting telephone hold times. Launched on October 27, 2026, petition e-7863 proposes a maximum 10-minute wait to reach a human representative. It targets mobile, Internet and telephone service providers. The goal is to reduce long waits, repeated transfers and disconnected calls that prevent customers from getting help.
A Real Person Within 10 Minutes
The House of Commons petition asks the CRTC to establish clear, enforceable customer-service standards. Importantly, reaching an automated menu would not count as meaningful assistance. Instead, customers would need access to someone capable of starting to resolve their issue. The proposal also allows reasonable exceptions during extraordinary circumstances and calls for proportional consequences for repeated violations.
Telecom Complaints Are Rising Sharply
The proposal comes as Canadian telecom complaints reach record levels. According to the CCTS, 41,235 complaints were accepted in 2025-26, representing a 74% increase over the previous year. The organization also received 53,195 complaints overall. However, these figures cover a broad range of issues, including billing and service quality. They do not specifically measure telephone hold times.
No New Regulation Yet
For now, there is no general CRTC requirement limiting telecom customer-service hold times to 10 minutes. The petition is asking for regulatory changes, not announcing rules already in effect. Canadians can sign it until November 26, 2026. Even with additional support, introducing an enforceable standard would require further regulatory action.
What Can Customers Do Today?
In the meantime, customers should keep records of calls, reference numbers and written communications. If their provider cannot resolve an eligible complaint, they can contact the CCTS for free dispute-resolution assistance. Additionally, Canadians considering a switch can use PlanHub to compare available mobile and Internet plans before choosing a provider.
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