Chair’s Message

Last year, we celebrated the 15th anniversary of the CCTS, and I am pleased to highlight the remarkable achievements that have shaped our organization during the year.

A standout achievement was the highly anticipated implementation of our service delivery project, a comprehensive initiative which incorporated significant process and technology enhancements. It entailed extensive research, stakeholder consultations, and planning. It represents the beginning of a new era of operations for the CCTS. These improvements better equip the CCTS to address complaints promptly and to provide effective complaint resolution.

The Board’s significant contributions and oversight have guided our service delivery transformation and ensured its ongoing success. On behalf of the Board, I extend our heartfelt appreciation to the CCTS leadership, staff, and stakeholders who have contributed to the vision and implementation of these changes. I commend the team at the CCTS for its leadership in executing a significant project and delivering it on time within the budget.

In February 2023, the Government of Canada finalized its telecommunications policy direction to the CRTC. This policy direction supports strengthening the ability of the CCTS to better fulfill its mandate. This confirms the importance of consumers’ right to redress and affirms the important role that the CCTS plays for telecommunications consumers. As we look ahead, we will continue our work so that Canadians are aware of the CCTS and their right of recourse to it. Activities aimed at increasing public awareness will be a cornerstone of our future endeavours. Our ongoing collaboration with diverse stakeholders provides us with invaluable insights, which will enhance our ability to do this work effectively.

This year also included a change to our Board of Directors. In November of 2022, our Independent Director, Darlene Halwas, CFA, ICD.D, retired from the Board. I want to thank Darlene for her six years of dedicated service. I also want to welcome the newly elected director, Patricia A. Kiley, CPA, C.A., ICD.D, who assumed this role in November.

As we reflect on this remarkable year and celebrate the 15th anniversary of the CCTS, it is important to acknowledge the dedication of our exceptional team. They have remained committed to delivering outstanding dispute-resolution services and ensuring that Canadian consumers receive the support they deserve. We extend our deepest appreciation to our staff for their enthusiasm and dedication.

Sincerely,

Catherine Aczel Boivie
Chair of the Board, CCTS