Governance
Annual Report
August 1, 2023 – July 31, 2024
Board of Directors
Our Board is composed of seven directors who are elected to a three-year term:
- Four independent directors, two of whom are appointed by Canadian consumer advocacy groups.
- Three industry directors, one from each of the following groups:
- the Incumbent Local Exchange Carriers (ILECs)
- the cable companies, and
- the other Participating Service Providers (PSPs).
Independent Directors
Catherine Aczel Boivie, PhD, ICD.D (Board Chair, appointed October of 2016)
Patricia Kiley, CPA, CA, ICD.D
Independent Directors: Consumer Group appointees
Geneviève Saumier, B.C.L., LL.B, PhD
Catherine Middleton, MBA, PhD, ICD.D
Industry Directors: ILECs
Ruby Barber, LL.B
Industry Directors: Cable companies
Leonard D. Eichel, BASc, MFA
Industry Directors: Other PSPs
Geoff White, JD, MBA, BCL (Oxon)
For up-to-date biographies, visit our Board of Directors page on our website.
Board changes
Board Chair Catherine Aczel Boivie PhD, ICD.D retired in October 2024 after eight years of service. The Board of Directors elected Patricia Kiley, CPA, CA, ICD.D as the new Chair. In October 2024, Michel Tremblay, MBA, C.Dir., joined the Board as an Independent Director.
In October 2023, Dean Shaikh, LL.B, LL.M retired from the Board as Industry Director representing the cable companies. Leonard D. Eichel, BASc, MFA joined the Board to represent the cable companies.
In October 2024, Geoff White, JD, MBA, ICD.D, BCL (Oxon) retired as Industry Director representing the Other PSPs. Todd Hofley, MA, MFA joined the Board to represent the other PSPs.
Board attendance
Committees and working groups: membership and meetings
The Board has the following committees and working groups, with membership and meeting dates in 2023-24 as follows.
Audit Committee
Geneviève Saumier (Chair), Leonard D. Eichel (starting Oct 2023), Patricia Kiley, Ruby Barber (until Oct 2023)
| 2023 Meetings | 2024 Meetings |
|---|---|
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Corporate Governance Committee
Catherine Aczel Boivie (Chair until Oct 2023), Patricia Kiley (Chair after Oct 2023), Catherine Middleton, Dean Shaikh (until Oct 2023), Ruby Barber (after Oct 2023)
| 2023 Meetings | 2024 Meetings |
|---|---|
|
|
Independent Directors Committee
Catherine Aczel Boivie (Chair), Catherine Middleton, Geneviève Saumier, Patricia Kiley
| 2023 Meetings | 2024 Meetings |
|---|---|
|
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Budget Working Group
Geneviève Saumier, Ruby Barber
| 2023 Meetings | 2024 Meetings |
|---|---|
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|
Strategic Planning Working Group (new)
Catherine Middleton (Chair), Catherine Aczel Boivie, Geoff White, Patricia Kiley, Leonard Eichel
| 2023 Meetings | 2024 Meetings |
|---|---|
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|
Service Delivery Working Group
Catherine Middleton (Chair), Geoff White, Ruby Barber
Meeting: September 18, 2023
CCTS financials
See Appendix C for our audited financial statements for the fiscal year 2023-24.
The CCTS is a not-for-profit corporation originally incorporated under Part II of the Canada Corporations Act. In January 2014, the CCTS was continued under the Canada Not-for-profit Corporations Act.
The CCTS is funded entirely by its Participating Service Providers (PSPs), based on a formula approved by the CCTS’ Members. The service is free for customers who file a complaint.
Large PSPs pay a fee based on the proportion of their revenues relative to the total revenues of all the large service providers. Small PSPs pay a nominal annual fee. All providers pay a fee for each of their customer complaints that we conclude during the fiscal year. Other sources of revenue are bank interest and sign-up fees charged to new providers (until May 2023, when the CCTS ceased charging the sign-up fee).
In fiscal year 2023-24, our expenses slightly exceeded revenues due to a higher than anticipated number of complaints. This required unbudgeted expenses to increase our capacity to handle complaints. We will absorb this deficit in the CCTS’ fiscal year budget for 2024-25.