In this section, we present statistical reports on breaches of four CRTC codes of conduct. When we accept a customer complaint, we record and track all of the issues raised in the complaint. Some complaints raise questions about whether a provider has complied with a code of conduct. We call these an “alleged breach.”
The vast majority of complaints are resolved to the satisfaction of the customer and the provider at an early stage of our process. When complaints are resolved, there is no need for us to investigate the underlying issues, including to determine if there have been any violations of a code of conduct. Therefore, these issues remain characterized as “alleged breaches” and are categorized as “not requiring investigation” in the following charts.
In the cases that we do investigate, we can determine whether there has been a violation. We categorize proven violations as a “confirmed breach.” When we investigate and determine that there has not been a violation, we categorize this as “no breach.”
The CCTS publishes an Annotated Guide to the Wireless Code and an Annotated Guide to the Deposit & Disconnection Code.
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 we have 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.