Governance
Annual Report
August 1, 2021 – July 31, 2022
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
Industry directors: ILECs
Industry directors: Cable companies
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 2021, Geoff Batstone retired after serving on the Board since October 2018. The other PSPs nominated Geoff White as his replacement.
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.
Budget Working Group
Geneviève Saumier, Darlene Halwas, Dean Shaikh
Meetings: May 24 and 27 and June 16, 2022.
Service Delivery Working Group
August 1 to November 7, 2021: Catherine Aczel Boivie (Chair) Ruby Barber, Catherine Middleton
November 8, 2021 to July 31, 2022: Catherine Middleton (Chair), Ruby Barber, Geoff White
Meetings: August 4 (Ruby Barber absent), September 13, October 15, November 8, and December 13, 2021, and January 10, February 14, March 14 (Ruby Barber absent), April 1 and 11, May 9, June 14 (Ruby Barber absent) and 22, and July 7, 2022.
Audit Committee
Darlene Halwas (Chair), Ruby Barber, Geneviève Saumier
Meetings: September 24, October 8, and December 16, 2021, and February 24, April 12, and May 30, 2022.
Corporate Governance Committee
August 1 to December 8, 2021: Catherine Aczel Boivie (Chair), Geoff Batstone (retired Oct. 2021), Catherine Middleton
December 9 to July 31: Catherine Aczel Boivie (Chair), Catherine Middleton, Dean Shaikh
Meetings: August 5, September 17, December 9 and December 21, 2021, and January 14, February 18, April 21, and June 9, 2022.
Corporate Review Committee
Geneviève Saumier (Chair), Ruby Barber, Catherine Middleton
Meetings: May 19 and June 20, 2022.
Independent Directors Committee
Catherine Aczel Boivie (Chair), Darlene Halwas, Catherine Middleton, Geneviève Saumier
Meetings: September 20, October 29, and December 21, 2021, and January 17, February 16 and 22, March 9 and 31, April 28, and June 27, 2022.
CCTS budget
The CCTS audited financial statements for 2021-22 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 2021-22, the CCTS recorded a surplus. We have retained the surplus to assist with the funding of the costs of implementing business process changes, complaint process changes and a new case management system as part of the Service Delivery Review project, which forms part of the CCTS’ Strategic Plan.