Rogers Communications Inc. is the latest of Canada’s Big Three telecommunications providers to receive a rebuke from the CRTC over new fees introduced despite a policy meant to prohibit them.
In a letter issued Tuesday, the commission said it was aware that Rogers began charging customers a new $40 device setup fee, a $25 shipping charge, and an unspecified SIM card fee as of that day.
Previously, the CRTC sent repeated letters to Bell Canada and Telus Corp. warning that their own recently introduced fees could violate a new policy banning telecoms from charging customers when they activate, change or cancel plans.
The rules, which took effect last Friday, include exemptions for fees related to optional services or products that consumers agree to purchase, such as add-on equipment that is not required to deliver the service.
But the CRTC said Rogers’ new fees “would not appear to fall under the exemption,” nor would the charges introduced by its rivals.
For its part, Rogers believes services related to its device setup charge should qualify as “optional.”
In a statement, Rogers spokesperson Kylie Laughren said that fee is applied “to the optional purchase of a device including smartphones, tablets and watches.”
“This charge is for device setup provided to customers when they make an optional device purchase, in line with CRTC rules,” Laughren said.
The company also disputed the CRTC’s characterization of the SIM card and shipping fees, saying neither are new.
It said the SIM fee applies when a customer replaces a lost or damaged SIM card and is not related to activating an account. Meanwhile, the shipping fee covers costs to ship devices and is commonplace across various industries, according to the company.
The CRTC’s letter said Rogers must submit a response by Thursday. Nanao Kachi, the CRTC’s director of social and consumer policy, added the regulator will “consider all available compliance options” to ensure consumers don’t face barriers to switching cellphone and internet plans through such fees.
“I’m requesting that you confirm whether Rogers intends to cease its new practice of charging its customers a device setup or shipping charge,” said Kachi in the letter.
“If Rogers does not cease this practice, explain why and provide supporting rationale as to why Rogers considers this practice to be in compliance with the exemption for optional services and products set out in the above-noted policy, or in compliance with the policy more generally.”
Last month, the commission warned Bell that a new $40 “device handling” fee could violate the policy, saying the charge didn’t appear to qualify for an exemption. Bell said that fee should be exempt from the new rules because it is related to an optional purchase a customer would choose to make.
“You need a phone for your plan. It’s no more complicated than that,” said CRTC vice-president of consumer, analytics and strategy Scott Hutton in an interview on Wednesday.
“Someone else is saying, ‘Oh, well I’ll charge you for a SIM card.’ You need a SIM card for your plan. Those are not optional.”
Telus introduced a $15 fee last week for customers switching to a new SIM card. The one-time charge cannot be waived, according to a memo distributed to Telus staff, which instructed them not to encourage customers to call in requesting refunds or credits “for any circumstance.”
The memo also said an additional $10 shipping charge would apply in some cases. Customers would see the fee on their first bill, both for physical or eSIM purchases.
The CRTC announced its new policy in March, saying it wanted to make it easier for consumers to switch internet and cellphone plans. The commission said it hoped to empower Canadians to take advantage of better offers without having to worry about unexpected costs.
Hutton said the three companies could face monetary penalties if they continue charging the fees but do not demonstrate they are justified.
This report by The Canadian Press was first published June 17, 2026.
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