The Canadian Association of Internet Providers’ (CAIP) Fair Practices initiative builds on its 1996 Code of Conduct, by establishing voluntary standards in such areas as responsible delivery of service, customer communications, and addressing customer complaints about content and spam. The Fair Practices guideline are intended to give consumers guidance as to what corporate behaviour they should expect from CAIP member ISPs.

The guidelines contain six policy statements that cover various issues related to customer service and corporate responsibility. They are:

• responsible service
• communications
• educating customers
• illegal content and conduct
• prohibiting unsolicited commercial e-mail
• dispute resolution

Fair Practices Initiative (Full Text)