Commissioner’s Message

Annual Report

August 1, 2020 – July 31, 2021

Even though the COVID-19 pandemic has slowed down the economy, in 2020-21 the CCTS has been as busy as ever.

We’ve continued our efforts helping to resolve complaints from Canadian consumers and small business customers about their wireless, internet, TV and phone services. And we’ve also been hard at work on multiple projects.

As part of our 2019-2022 Strategic Plan, the CCTS committed to review our service delivery model to ensure efficient, effective and transparent service to customers and service providers. In order to better meet the needs of our stakeholders, we’re dedicated to modernizing the CCTS.

Despite the challenges posed by the ongoing pandemic, we were able to continue providing uninterrupted services, with our staff still working remotely (since March of 2020). With this model in place, 88% of complaints were successfully resolved following the intervention of the CCTS.

To promote our goal of enhanced transparency, in June of 2021 we published the Annotated Guide to the Procedural Code. This guide helps service providers and the Canadian public understand how the CCTS interprets and applies the CCTS Procedural Code – the framework for how we accept, investigate and resolve complaints.

Participating Service Providers (PSPs) are expected to follow all of the requirements of participation in the CCTS, including the rules of the Procedural Code. Our Compliance Monitoring Program aims to ensure compliance. As part of the Program, in July of 2021 we released our annual Compliance Monitoring Report to provide information about the results of CCTS’ 2020 compliance monitoring and enforcement activities and to highlight the main areas of PSP non-compliance. Overall, we were pleased to see a decrease in major non-compliance issues and noted a large increase in engagement for lower priority compliance matters.

In 2020-21, we continued our efforts to provide accessible customer service that accommodates persons with disabilities, beginning with the publication of our Accessibility Plan for 2020-2025. We held our annual consultations with participants from five accessibility groups, and the focus of the meeting was the accessibility of our complaint-handling forms, internal processes and the quality of accessible customer service provided by our agents. We subsequently initiated a manual scan of our website with our partners SiteImprove to determine updates that will improve accessibility.

Another initiative undertaken this year was our second Public Awareness Survey, conducted by the independent research company EKOS. The survey results were similar to those of our 2016 survey: perceptions of the CCTS are generally positive and overall awareness of the CCTS has remained stable, although lower than we would like. To further increase public awareness of the CCTS, we continue to develop additional public-facing materials, such as more case studies, a regular newsletter and videos explaining our processes.

This year, we welcomed Janet Lo as our new Assistant Commissioner, Legal, Regulatory & Stakeholder Affairs in May 2021 and Mathieu Pierre Dagonas as our new Director, Stakeholder Affairs & Communications in October 2020. The addition of Janet and Mat strengthen our organizational capacity to deliver on key priorities set out in CCTS’ Strategic Plan, and we look forward to their contributions to our team.

The CCTS staff have shown unflagging dedication and commitment to all of these activities as well as to the broader CCTS mission of providing outstanding dispute resolution services. To all of you I offer my most sincere thanks.

Howard Maker
Commissioner & CEO, CCTS