Footnotes
- The outage occurred at the end of the CCTS 2021-22 fiscal year, so related complaints will be concluded in the next fiscal year.
Year at a Glance
Annual Report
August 1, 2021 – July 31, 2022
This section provides an overview of significant events and data points for the CCTS in 2021-22.
By the numbers
Successful resolutions
88% of concluded complaints were successfully resolved.
Complaints down
Complaints decreased by 25% compared to last year.
Top issues
While billing problems were the number one issue for the wireless and TV customers, service delivery problems were the top issue for internet and phone customers.
Industry-wide participation
431 brands operated by 313 service providers participate in the CCTS.
Performance levels
235 brands had ZERO complaints. Another 118 had 3 complaints or less.
Investigations required
25% of concluded complaints required an investigation.
Total issues
29,374 issues were raised in 12,669 concluded complaints.
Complaints distribution
83% of complaints were filed against 10 service providers.
Key events
- Extended and updated the CCTS’s Strategic Plan to 2024
- Launched the CCTS twice-yearly Consumer Advisory Panel with a diverse set of consumer groups across Canada and continued our consultations with accessibility groups
- Engaged in many comprehensive consultations and meetings with stakeholders, particularly regarding business process changes related to the CCTS service delivery review
- Approved changes to the CCTS complaint-handling process to improve service delivery to stakeholders, which will be implemented in 2023 with CCTS’ technology transformation
- Welcomed 24 new service providers to the CCTS
- Monitored the Rogers’ national service outage, informed customers about their right to recourse and prepared to assist with related complaints[1]