Statistical Reports

Annual Report

August 1, 2019 – July 31, 2020

Contact Centre activities

Our Contact Centre received over 122,000 communications by telephone, in writing and by online chat, down from 142,000 last year.

Table 10.1: Communications received
Type of communication 2019-20 YoY change
Written correspondence 42,137 -16%
Phone calls answered 76,084 -14%
Chat sessions answered 3,948 -9%


Phone calls continue to be the most-used type of communication, followed by written correspondence (which includes use of our online interactive questionnaire) and chat sessions. All types of communication decreased this year.

Out-of-mandate issues

The following tables show the number of issues raised by customers that the CCTS could not accept in 2019-20 due to the procedural rules in our Procedural Code.

Table 10.2: Procedural Code Section 3 and Other
Issue Number
Section 3.1(a)(i) Internet applications/content 394
Section 3.1(a)(ii) Emergency services 111
Section 3.1(a)(iii) Payphones 4
Section 3.1(a)(iv) Yellow pages/business directories 28
Section 3.1(a)(v) Telemarketing/unsolicited messages 701
Section 3.1(a)(vi) 900/976 calls 25
Section 3.1(b)(i) Digital Media Broadcast Undertaking (DMBU) services 104
Section 3.1(b)(ii) Interactive TVSP services and applications 24
Section 3.1(b)(iii) Broadcasting content 708
Section 3.1(b)(iv) Journalistic ethics 91
Section 3.1(b)(v) TV accessibility issues, e.g., closed captioning and described video 57
Section 3.1(b)(vi) Simultaneous substitution 36
Section 3.1(c)(i) Customer-owned equipment 247
Section 3.1(c)(ii) Inside wiring 47
Section 3.1(c)(iii) Security services 153
Section 3.1(c)(iv) Networking services 349
Section 3.1(c)(v) Pricing 1,662
Section 3.1(c)(vi) Rights of way 144
Section 3.1(c)(vii) Plant/poles/towers 1,160
Section 3.1(c)(viii) False/misleading advertising 502
Section 3.1(c)(ix) Privacy issues 1,001
Other – Broadcasting (television) 243
Other – Broadcasting (radio) 67
Other – Consumer – clarity of offers and promotions (TVSP Code) 121
Other – Not related to service providers (phone/internet scams) 656
Other – Regulated services 50
Other – Aggressive tactics* 175
Other – Spam* 6
Total 8,866

* Not reported on last year


The total number of these issues that were reported on both last year and this year are down somewhat, from 10,119 last year to 8,669 this year.

Pricing remains the top issue, and issues related to false/misleading advertising increased slightly despite the overall decrease in issues. These types of issues were included in the CRTC’s investigation of aggressive and misleading sales practices. The CRTC published its report on this topic in February of 2019. At the request of the CRTC, in 2019-2020 we added aggressive tactics and spam to our reporting. Although all of these issues are out of mandate, they relate to the top in-mandate issues for 2019-2020: contract conflicts with agreement and details of promotion not fully disclosed. For a detailed discussion of these issues, see the section Topics and Trends.

It’s noteworthy that issues related to clarity of offers and promotions (TVSP Code) decreased by over 62%.

Table 10.3: Procedural Code Section 4
Issue Number
Section 4.1 Customer service
Language barriers 274
Outsourcing 375
No phone number for customer service 571
Rude representative 2,976
Wait times 4,042
Total 8,238
Section 4.3 General operating practices and policies 5,337
Total 13,575


Complaints about the quality of customer service delivered by providers do not fall within the CCTS mandate. However, we track the inquiries we get about these issues.

In 2019-20 there were 13,578 issues, an increase of over 15% from last year.

Table 10.4: Procedural Code Section 10: Duty To Decline To Take Action
Issue Number
Section 10.1 Service provider not offered opportunity to resolve 1,336
Section 10.2(b) Matter previously or currently with another agency 1,258
Section 10.3(a) Facts transpired more than one year ago 1,539
Section 10.3(b) Facts arose prior to effective date 53
Total 4,186


The only increase was in complaints that customers tried to file in which facts took place more than one year earlier, which showed a 13.4% increase over last year.

Although complaints about a service provider’s failure to accommodate customer accessibility requests are out of our mandate, at the request of the CRTC and members of the accessibility community, we track when customers raised accessibility issues about their service providers. We also refer these issues to the proper organization, the CRTC.

Table 10.5: Accessibility issues

Section Number
Contract not provided in alternative format 1
Policies and operating procedures 17
Customer was refused an accessibility plan 2
Customer service: Indifference to customer’s disability 36
Emergency services 2
Hearing and speech issues:
Lack of in-store language accessibility
MRS not available
VRS not available
Visual issues: Bills and other information not provided in alternative format 10
Mobility issues: Lack of in-store physical accessibility 0
Special type of wireless device handset not offered 3
TV accessibility issues 57
Other issues 9
Total 143


Complaints about TV accessibility issues decreased substantially, from 105 last year to 57 this year.

Small business

In 2019-20, we had 1,182 complaints from small business customers, 7.4% of all concluded complaints.

When we report our operational statistics, we include the data for all the complaints we dealt with during the year. However, not all complaints are alike. In particular, we know that complaints from small business customers can be quite different from those of individual consumers. The following tables highlight the differences.

The small business percentages are similar to last year’s results.

Unlike the previous two years, when internet access services had the most complaints, this year wireless services had the most, up from 30.5% last year to almost 36% this year.

Table 10.6: Small business complaint subjects vs. consumer complaint subjects
Subject Small business Consumer
Contract dispute 47.0% 30.5%
Billing 30.8% 41.5%
Service delivery 19.6% 24.2%
Credit management 2.6% 3.8%
Total 100% 100%
Table 10.7: Small business complaint service types vs. consumer complaint service types
Service Small business Consumer
Internet 32.3% 27.0%
Local phone 30.2% 11.9%
Wireless 36.3% 45.0%
Long distance 1.2% 1.2%
Table 10.8: Top 10 small business complaint issues
Issue Small business Consumer
Disclosure issues 14.0% 14.1%
Incorrect charge 10.4% 13.1%
Legitimacy of early termination fee (ETF) 8.7% 2.5%
Intermittent/Inadequate quality of service 6.4% 8.6%
Breach of contract 5.8% 5.5%
Credit/refund not received 4.1% 5.3%
Auto-renewal 3.6% 0.0%
No consent provided 3.6% 1.8%
Amount of ETF 3.5% 0.9%
Material contract change without notice 2.5% 2.6%

Analysis of closed complaints

Our operational statistics show that we closed 1,732 complaints in 2019-20. The following table provides a breakdown of the reasons why those complaints were closed, with reference to the relevant section of the Procedural Code.

Table 10.9: Complaints closed by reason for closure
Complaint Issues %
Closed as duplicate 6 0.3%
Customer withdraws complaint 214 12.4%
Out-of-mandate after further information obtained 20 1.2%
Phone consultation 3 0.2%
Section 9.1(b) Customer is not authorized to file complaint 11 0.6%
Section 9.1(c) Complaint more appropriately handled by another agency 13 0.8%
Section 9.1(d) Further investigation not warranted 422 24.4%
Section 9.1(e) Customer not cooperative 740 42.7%
Section 9.1(f) Service provider offer is reasonable 182 10.5%
Section 10.2(b) Matter previously or currently with another agency 12 0.7%
Section 10.3(a) Complaint filed outside time limits 11 0.6%
Section 10.3(b) Facts arose prior to effective date 98 5.7%
Total 1,732 100%


Compensation analysis

In cases that are resolved as well as in Recommendations and Decisions, customers may receive some form of compensation from their service provider. This compensation can take many forms, including:

  • bill credits
  • bill adjustments
  • free or discounted products and services
  • cash payments

We attempt to record the value of all compensation awarded to customers as a result of the CCTS process. This is challenging because in a significant number of cases (in particular, resolutions that occur at our Pre-investigation stage) we are not provided with the details of the settlement reached between the customer and the service provider.

The total compensation awarded was $2,734,058.51.

Table 10.10: Number of complaints in which compensation was awarded
Compensation range Number of complaints Percentage
< $100 3,584 40.0%
$100 – $499 4,107 45.8%
$500 – $999 798 8.9%
$1,000 – $4,999 451 5.0%
$5,000 or more 25 0.3%
Total 8,965 100%

“I was getting nowhere with my provider but saw immediate action when the CCTS got involved.”

Performance standards

Each year, we set ourselves a goal of great customer service. To ensure that we’re meeting that goal, we track our performance across various benchmarks.

Contact Centre/Pre-investigation

Table 10.11: Contact Centre/Pre-investigation performance standards
Process Target Results
Answer phone calls within 120 seconds 80% 87.7%
Process written communications within 3 calendar days 80% 97.3%

Complaint handling

Table 10.12: Complaint handling performance standards
Process Target Results
Complaints concluded at Pre-Investigation stage within 40 days of acceptance 80% 95.1%
Complaints concluded at Investigation stage within 60 days of referral to Investigation 80% 89.3%

We far exceeded all of our target benchmarks.

Regional analysis

We receive complaints from customers throughout Canada. Here, we identify the number of accepted complaints by province/territory.


Map of Canada showing complaints by province

* Canada, Statistics Canada, Table 17-10-0009-01 (formerly, CANSIM 051-0005)

Table 10.13: Complaints accepted by province/territory performance standards
Province Complaints Population
Alberta 1,411 9.0% 4,428,247 11.7%
British Columbia 2,013 12.9% 5,120,184 13.5%
Manitoba 483 3.1% 1,379,121 3.6%
New Brunswick 220 1.4% 780,890 2.1%
Newfoundland and Labrador 139 0.9% 520,437 1.4%
Northwest Territories 6 0.0% 44,982 0.1%
Nova Scotia 343 2.2% 978,274 2.6%
Nunavut 7 0.0% 39,486 0.1%
Ontario 6,957 44.4% 17,745,040 38.8%
Prince Edward Island 72 0.5% 158,717 0.4%
Quebec 3,550 22.7% 8,552,362 22.5%
Saskatchewan 145 0.9% 1,181,987 3.1%
Yukon 23 0.1% 41,293 0.1%
Not specified 292 1.9%
Total 15,661 100% 37,971,020 100%