About the Compliance Monitoring Program
Compliance Monitoring Report
2020
About the CCTS’ Compliance Monitoring and Enforcement Program
To ensure that the CCTS can provide free and effective services to customers when they need it, PSPs must comply with a range of requirements. These obligations include:
- Complying with the CCTS Procedural Code, which contains rules for the CCTS’ complaint-handling process
- Carrying out the CCTS Public Awareness Plan
- Disclosing financial information and paying CCTS fees.
The CCTS actively monitors compliance with these requirements and engages with non-compliant PSPs to ensure they come into compliance. When PSPs continue to be non-compliant, the CCTS has a range of enforcement tools that include publicly naming those PSPs, and ultimately the authority to expel them. Expulsion triggers a referral to the CRTC for further action, because it is a regulatory requirement for these service providers to participate in the CCTS.
This report provides information about the results of CCTS’ 2020 compliance monitoring and enforcement activities, highlighting the main areas of PSP non-compliance. This report includes data from January 1, 2020 to December 31, 2020.