Who We Are and What We Do

Annual Report

August 1, 2020 – July 31, 2021

Our mandate

The CCTS is Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television distribution services. We work with consumers, small businesses and participating Canadian service providers to resolve disputes about most telecom and subscription TV services after direct communications between a customer and a service provider have proven ineffective.

We can help with most types of problems between a customer and service provider, including disputes about contracts, billing, service delivery and credit management.

Services in our mandate: 1. Internet 2. Wireless, including voice, data and text 3. TV, for residential customers only 4. Phone, for home and small business, including long distance, white page directories, directory assistance and operator services

Overview of who we are and what we do

“I don't think I ever could have solved my issue without the CCTS' help. My provider had no intention of ever fixing their billing error.”

Our complaints process

We strive to provide a complaint-handling process that is thorough, fair, effective and efficient.

Our complaint process: Step 1, assessment Step 2, complaint accepted, or out of mandate Step 3, informal resolution Step 4, investigation Step 5, resolved, recommendation or closed Step 6, Decision

Overview of our complaint resolution process