Working with Customers

Annual Report

August 1, 2018 – July 31, 2019

We are always looking for ways to help customers find out about our complaint-handling process and make it easier for them to access our services. This section discusses our activities and results in 2018-19.

Website

Our website is a key tool for helping customers find us. According to our customer surveys, 31% of customers report first learning about the CCTS through an online search. This percentage is almost the same as last year’s results.

Our website is also a focus for customers who want to file complaints. In 2018-19, 86% of the complaints we accepted were filed by customers using the “Submit a Complaint” interactive questionnaire on the website.

There were over 500,000 website visits this year, an increase of 74% from last year. Increasing website visits have been a trend in recent years as ever-more people go online to use self-service tools. There was also an increase in the use of the “Submit a Complaint” interactive questionnaire.

Accessibility

The CCTS has always been mindful of its responsibility to be responsive to the diverse needs of the public and to provide everyone with an equal opportunity to use our services, in line with the best practices of the Accessible Canada Act, which was passed in June of 2019 and provides for the development of accessibility standards. Providing accessible customer service so that persons with disabilities can reach us easily and make use of our processes is one of our core values. We provide customer service in a manner that accommodates persons with disabilities and reflects the principles of independence, dignity, integration and equality of opportunity.

We provide training on accessible customer service to all CCTS employees, directors, volunteers and others who communicate with the public or third parties on behalf of the CCTS.

We also conduct annual consultations with groups representing Canadians with disabilities. Based on their feedback, all of our videos are closed captioned and have an American Sign Language/langue des signes Québécoise (ASL/LSQ) version.

Every two years, we perform an accessibility analysis of our website to ensure that current content plus any new content added meets the new Web Content Accessibility Guidelines (WCAG) 2.1.

Beginning with our 2018-19 Mid-Year Report, issued in April of 2019, all of our reports are produced in HTML format for accessibility, to optimize the reading experience for those who use screen readers and other assistive technology. (Previous mid-year and annual reports were produced in PDF versions that were tagged for accessibility.)

At the request of the CRTC and members of the accessibility community, we have also implemented a process to track accessibility-related issues that appear in customer complaints.

For more information about our policies and guidelines, see our Accessibility web page.

“My 92-year-old mother waited one year to have her phone port completed. If not for the CCTS, she would still be waiting. Thank you!”

Customer survey results

We survey customers who use our service for two reasons:

  • to get their impressions of the work we do and to help us focus our efforts for improvement
  • to attempt to measure the success of the public awareness initiatives we undertake with service providers

The results for 2018-19 are very similar to last year’s results.

The results are based on almost 6,000 responses. We thank the customers who took the time to participate in the survey—62% more than last year—and share their views.

Numbers for all results were rounded.

What customers said about the CCTS

We asked our customers for the following information:

Is it important to have an independent organization to deal with telecom and TV complaints that has the authority to provide customers with compensation?

Was it easy to file your complaint with the CCTS?

Feedback on whether the service you received from our Contact Centre agents met your expectations.

Feedback on whether the service you received from our Complaint Resolution Officers met your expectations.

Feedback on overall sense of satisfaction with various aspects of our process.

Timelines: Did we complete our work in a reasonable amount of time?

Professionalism: Were we professional, knowledgeable and courteous?

Impartiality: Did we act without favoritism to either you or your service provider?

Process fairness: Whether or not you agree with the final outcome, do you think that the resolution and investigation processes were fair?

What customers said about service provider public awareness activities

How did you first find out about the CCTS?

Service providers have committed to notify customers about the CCTS during their internal complaint-handling process. We asked our customers:

Did your service provider tell you about the CCTS during your efforts to resolve the problem?

Service providers are required to print a prescribed message about the CCTS on customer bills four times a year. We asked our customers:

Have you ever seen the notice on any of your bills?

Service providers have committed to placing a prescribed notice about the CCTS in a reasonably prominent place on their websites and to include a link to the CCTS website. We asked our customers:

Have you seen this notice and link?

“I spent over 6 months patiently trying to resolve a service issue with my provider. After I escalated the complaint to the CCTS, the provider made me an offer that was acceptable.”

What customers said about their interactions with service providers

We asked customers about their interactions with service providers before the CCTS became involved.

How long did you try to resolve your problem directly with your service provider before bringing your complaint to the CCTS?

How many levels of escalation (front line customer service, supervisor, manager, etc.) did your complaint go through with the service provider before you filed a complaint with the CCTS?

The high percentage of complaints that go through three or more levels of escalation (55%) with the service provider before a customer files a complaint with the CCTS suggests there is an opportunity for service providers to improve their customer relations.