Footnotes
- On May 23, 2023, we updated our complaint-handling process. The CCTS no longer uses Decisions in the new process. See 2022-23 Complaints for more details.
Year at a Glance
Annual Report
August 1, 2022 – July 31, 2023
This section provides an overview of significant events and data points for the CCTS between August 1, 2022, and July 31, 2023.
By the numbers
Successful resolutions
89% of concluded complaints were successfully resolved.
Complaints up
14,617 in-mandate complaints were accepted, up 14% from last year.
Top issues
While billing issues were the number one issue for wireless services and TV services, service delivery issues were the top issue for internet and local phone customers.
Industry-wide participation
441 brands operated by 315 service providers participated in the CCTS.
Distribution of complaints
86% of complaints were filed about 10 service providers.
259 brands had zero complaints.
99 brands had 3 complaints or fewer.
Conciliation or investigation required
17% of concluded complaints required an conciliation or investigation.
Total issues
28,821 issues were raised in 13,847 concluded complaints.
Key events
- We celebrated 15 years of serving Canadians with a campaign to boost public awareness about our services. Our digital campaign included improved search engine optimization, and social media efforts to engage new audiences. This expanded our online reach. Over the past 15 years, we have helped customers and service providers resolve almost 175,000 complaints!
- We launched our new service delivery modernization project. This included:
- new, dynamic customer intake form on our website;
- an updated complaint-handling process; and,
- new complaint-management technology.
These changes were the result of extensive consultations with stakeholders about business process changes related to our service delivery review project and our new complaint-handling system.
- We continued consulting a diverse set of civil society, consumer, and accessibility groups across Canada, including:
- nine accessibility groups who helped us to better understand diverse accessibility needs; and,
- two meetings with the CCTS Consumer Advisory Panel which included nine consumer groups. They offered a wide range of views and perspectives to inform efforts to continuously improve our service delivery and to increase public awareness.
- We continue to expand the availability of our service to more Canadians, as we welcomed 23 new service providers to the CCTS.
- We increased our engagement with non-compliant Participating Service Providers (PSPs). This resulted in improved compliance with our complaint-handling processes and their obligations to promote public awareness about the CCTS.
- We terminated the participation of ICA Micro-Systems Inc. (ICA) for not complying with participation requirements. They had failed to implement a CCTS-issued Decision[1] ICA has since re-joined the CCTS after rectifying all issues of non-compliance.
- We appeared before the House of Commons Industry Committee studying Bill C-288. The bill would require internet service providers to give consumers more transparent and accurate information about broadband services. We discussed our mandate and how we help customers with complaints about quality of internet service issues.