Commissioner’s Message

This past year marked a significant milestone for the CCTS as we celebrated our 15th anniversary. It was a year filled with remarkable achievements and transformative initiatives, as we continued to enhance our services to further help Canadian consumers and their service providers work together to resolve their disputes.

One of the highlights of 2022-23 was the launch of our revised complaint-handling process and modernized technology. This represented the most significant transformation in our history. The ultimate objective of this evolutionary program is to provide more efficient and effective resolution of complaints and improved data on industry issues. Our new process also increases transparency and provides improved value to our stakeholders. These changes were made following a review by internationally renowned experts and extensive consultations with our stakeholders, including consumer groups and service providers.

This past year, the CCTS enhanced several initiatives to improve stakeholder engagement, including our consultations with the Consumer Advisory Panel and groups representing Canadians with disabilities. These panels played a pivotal role in facilitating discussions about the needs of consumers who are vulnerable, disadvantaged, or hard to reach. We will use what we have learned in these consultations to achieve one of our key strategic objectives to develop better ways to increase the public’s awareness of the CCTS. We will begin to implement new initiatives in 2023 and 2024 to ensure that we meet this objective.

I am proud to confirm that, once again this year, we successfully resolved nearly 90% of complaints. Many were resolved at the early stages of our processes, even amidst this busy period of significant change. Our team’s dedication to fair treatment and accountability remains constant. These case summaries serve as testimonials to the invaluable work the staff at the CCTS undertakes each day.

It has been a year of remarkable progress, innovation, and collaboration for the CCTS. With our service delivery modernization, stakeholder engagement initiatives, and commitment to increasing public awareness about our service, we continue to deliver fair and impartial dispute resolution and improved consumer experiences. We look forward to the future with enthusiasm. We are confident in our ability to evolve as we strive for excellence in all our endeavours.

Thank you to all my colleagues for their prodigious efforts and unwavering commitment. To our Board of Directors, thank you for your continued contributions and steadfast support, without which this transformation project could not have taken place.

Sincerely,

Howard Maker
Commissioner & CEO, CCTS