Alleged breach: When a customer claims that the service provider failed to perform an obligation under any of the CRTC’s codes of conduct, or when a CCTS staff member identifies a potential code breach based on the details of a complaint. Each breach references an individual section of the Code. Thus, more than one alleged breach may be recorded in a complaint.
Confirmed breach: When the CCTS can confirm, based on its investigation, that a provision of any CRTC code of conduct has been breached.
No breach: When the CCTS has investigated an alleged breach and concluded that the service provider did not breach any CRTC code of conduct.
This report includes only those Code-related issues that arose in complaints which have been concluded and for which breaches have been confirmed in the reporting period.