There are two categories of service provider requirements: the CRTC requirement to participate in the CCTS and the CCTS requirements after a provider becomes a Participating Service Provider (PSP).
To ensure the CCTS can provide free and effective service to customers when they need it, the CRTC requires companies that provide retail telecom services in Canada as well as licensed TV service providers to participate in the CCTS. Some service providers (typically small providers or new entrants to the business) do not currently participate. Their obligation to join is triggered when one of their customers files a complaint with the CCTS.
We do everything in our power to get these service providers to join, and we’re generally successful. This year it took us, on average, 34 days to sign up a new provider from the time they were informed of their requirement to participate.
In 2019-20 we signed up 35 new service providers. However, some providers refuse to join the CCTS. If we’re unable to persuade them to follow the rules and become a PSP, we refer the matter to the CRTC for further action. We also publicize the identities of providers failing to join the CCTS when required on our Non-compliant providers web page.
After a provider has become a PSP, it is required to adhere to the CCTS obligations outlined in the Participation Agreement.
In 2018 the CCTS began to monitor and audit PSPs to determine if they were:
In May of 2019, we issued the first Compliance Monitoring Report, which explains the preceding CCTS compliance requirements in detail and provides the 2018 results of the Compliance Monitoring and Enforcement Program.
The most recent Compliance Monitoring Report is available on our website.