Commission for Complaints for Telecom-television Services, Let's talk solutions

Annual Report

August 1, 2020 – July 31, 2021

Table of Contents

  • 1. Chair's Message
  • 2. Commissioner's Message
  • 3. Year at a Glance
    • By the numbers
    • Publications
    • Key events
  • 4. Who We Are and What We Do
    • Our mandate
    • Overview of who we are and what we do
    • Our complaints process
  • 5. 2020-21 Complaints
    • About our data
    • Operational statistics
  • 6. Code of Conduct Reporting
    • Overview of CRTC codes of conduct
    • Resolving complaints and analyzing code compliance
    • Wireless Code
    • Internet Code
    • Television Service Provider Code
    • Deposit and Disconnection Code
  • 7. Topics and Trends
    • Overview
    • Spotlight on wireless
    • Spotlight on internet
    • Spotlight on TV
    • Spotlight on phone
    • Breakdown of issues across all service types
    • Disclosure issues
    • Billing issues
    • Service delivery issues
    • Credit reporting issues
  • 8. Working with Service Providers
    • Top 25 Participating Service Providers
    • Top 10 Participating Service Providers profiles
    • Monitoring service provider compliance
  • 9. Working with Customers
    • Website
    • Accessibility
    • Customer survey results
    • Public awareness
  • 10. Statistical Reports
    • Contact Centre activities
    • Out-of-mandate issues
    • Issues about wireless device financing plans
    • Small business
    • Analysis of closed complaints
    • Performance standards
    • Regional analysis
  • 11. Governance
    • Board of Directors
  • 12. Appendices
    • Appendix A – Complaints by service provider
    • Appendix B – Detailed analysis of issues raised in complaints
    • Appendix C – Financial statements
  • 13. Glossary of Terms

Start Reading: Chair’s Message

  • Table of Contents
  • 1. Chair's Message
  • 2. Commissioner's Message
  • 3. Year at a Glance
  • 4. Who We Are and What We Do
  • 5. 2020-21 Complaints
  • 6. Code of Conduct Reporting
  • 7. Topics and Trends
  • 8. Working with Service Providers
  • 9. Working with Customers
  • 10. Statistical Reports
  • 11. Governance
  • 12. Appendices
  • 13. Glossary of Terms
  • Print This Section
  • Print Full Report

For best results, print using Google Chrome

Français