Year at a Glance
Annual Report
August 1, 2019 – July 31, 2020
This section provides an overview of significant numbers and events for the CCTS in 2019-20.
By the numbers
Successful resolutions
89% of concluded complaints were successfully resolved.
Complaints down
We experienced a reduction in complaints of 19% compared to last year.
Common issue
Billing problems were the number one issue for wireless, internet, TV and phone customers.
Performance levels
202 service providers had ZERO complaints. Another 109 had 3 or less.
Industry-wide participation
400 brands operated by 285 service providers are members of the CCTS.
Investigations required
27% of concluded complaints required an investigation.
Total issues
42,913 issues were raised from 15,868 concluded complaints.
Complaints distribution
57% of complaints were filed against 5 service providers.
Key events
- Began administrating the new CRTC Internet Code, which applies to Canada’s largest internet providers
- Provided input to CRTC Review of Mobile Wireless Services proceeding regarding pricing of low-cost mobile wireless plans
- Terminated participation of two service providers no longer in business
- Retained consulting firm cameron.ralph.khoury (CRK) to conduct full review of CCTS operations
- Canadian consumer groups elected Catherine Middleton (Professor, Ryerson University, Ted Rogers School of Information Technology Management) and Geneviève Saumier (Professor, McGill University, Faculty of Law) as their representatives on the CCTS Board of Directors; they will assume their roles in October of 2020