Chair’s Message

As we enter our 15th year of providing outstanding dispute resolution services to Canadian consumers and communications service providers, I am struck by the great strides we have made on many initiatives.

Throughout the 2021-22 fiscal year, we made significant progress on the CCTS’ strategic priorities. The current strategic priorities continue to be the right priorities for the CCTS and there is work ahead to implement plans and measure our performance in each of the strategic priority areas. As such, the Board of Directors extended the CCTS’ Strategic Plan to the end of the 2024 fiscal year. The extended Strategic Plan provides a more detailed update on how we have tackled each strategic priority and our next steps.

A significant focus for the Board this year was our strategic priority to enhance our service delivery to customers and service providers. Working with management, the Board and its Service Delivery Working Group undertook a thorough review of our complaint-handling processes, complaint fee model and other business processes like how we connect and engage with stakeholders. We also took steps to search for a new case management system to make our technology more accessible for customers, service providers, and staff. In early 2022, the Board approved changes to our complaint-handling processes and other business changes geared to making CCTS more effective and transparent in the execution of its mandate. The Board is now focused on overseeing implementation of the approved changes to our complaints process and a new case management system, which we are aiming to launch in mid-2023. Many of these changes came about with thoughtful input from a range of stakeholders including consumer advocacy groups, service providers, CRTC staff, and our employees. We are grateful for your contributions to improving our service delivery.

This year also included a change to our Board. In October of 2021, Geoff Batstone, one of our industry directors, retired from the Board. I want to thank him for his three years of dedicated service. I also want to welcome the newly elected director to this position, Geoff White, who assumed his duties in October.

On behalf of the CCTS’ Board of Directors, I want to extend our sincere appreciation to Commissioner Howard Maker, and the entire CCTS team for their hard work and dedication throughout the 2021-22 fiscal year. With their ongoing efforts, I am confident that the CCTS will continue to help Canadian consumers resolve their complaints in a fair manner and navigate stakeholders through our next chapter of exciting changes.

Catherine Aczel Boivie
Chair of the Board, CCTS