Annual Report

August 1, 2020 – July 31, 2021

Board of Directors

Our Board is comprised of seven directors who are elected to three-year terms:

  • four independent directors, two of whom are appointed by consumer advocacy groups;
  • three industry directors, one from each of the following groups: the Incumbent Local Exchange Carriers (ILECs), the cable companies and the other Participating Service Providers (PSPs).

Independent directors

Catherine Aczel Boivie, PhD, ICD.D (Board Chair, appointed October of 2016)

Darlene Halwas

Independent directors: Consumer group appointees

Geneviève Saumier

Catherine Middleton

Industry directors: ILECs

Ruby Barber

Industry directors: Cable companies

Dean Shaikh

Industry directors: Other PSPs

Geoff Batstone

For up-to-date biographies throughout the year, visit our Board of Directors web page.

Board changes

In October 2020, Jacques Bellemare and Marina Pavlović retired after serving on the Board since October 2014. The Board welcomed two new directors appointed by Canadian consumer groups: Catherine Middleton and Geneviève Saumier.

Meetings and director attendance

Committees and working groups: Membership and meetings

The Board has the following committees and working groups. Membership and meeting dates are as follows.

Service Delivery Working Group
Catherine Middleton (Chair), Catherine Aczel Boivie, Ruby Barber.
Meetings: September 29, October 6 (Ruby Barber absent), November 3, December 3 and 23, 2020, and January 15, February 9, March 9 and 10, April 14, May 12 and 17, June 14, July 7, 2021.

Audit Committee
August 1 to October 20, 2020: Darlene Halwas (Chair), Marina Pavlović, Ruby Barber.
October 21 to July 31: Darlene Halwas (Chair), Geneviève Saumier, Ruby Barber.
Meetings: September 14, October 13, and December 16, 2020, and January 14, March 19, April 7 and June 3, 2021.

Corporate Governance Committee
August 1 to October 20, 2020: Catherine Aczel Boivie (Chair), Jacques C.P. Bellemare, Geoff Batstone.
October 21 to July 31: Catherine Aczel Boivie, Catherine Middleton, Geoff Batstone.
Meetings: September 15 and 24, 2020, and January 20, February 18, April 8, June 10 and 17, and July 22, 2021.

Independent Directors Committee
October 19, 2020: Catherine Aczel Boivie, Darlene Halwas, Marina Pavlović, Jacques C.P. Bellemare, Catherine Middleton, Geneviève Saumier.
January 25, April 26, and June 23, 2021: Catherine Aczel Boivie, Darlene Halwas, Catherine Middleton, Geneviève Saumier.

Budget Working Group
Geneviève Saumier, Dean Shaikh, Darlene Halwas
Meetings: May 27, June 4 and 10, 2021.

CCTS budget

The CCTS audited financial statements for 2020-21 can be found in Appendix C.

The CCTS is a not-for-profit corporation originally incorporated under Part II of the Canada Corporations Act. In January 2014 the CCTS was continued under the Canada Not-for-profit Corporations Act.

The CCTS is funded entirely by its PSPs, based on a formula approved by the CCTS’ members. The service is free for consumers who want to file a complaint.

Large PSPs pay a fee based on the proportion of their revenues to the revenues of all the large service providers. Small PSPs pay an annual fee. All providers pay a fee for each complaint concluded by the CCTS from their customers in the year. New provider sign-up fees and bank interest make up the other sources of revenue.

In 2020-21, the CCTS recorded a surplus, in part because the number of complaints concluded in the fiscal year exceeded the projections made in the CCTS budget. This year we anticipate a surplus, and we have earmarked some of those funds to support costs related to developing the technology and business process improvements that are currently envisioned in the Service Delivery Review project, which is a key part of our strategic planning.