Who we are and what we do
Annual Report
August 1, 2023 – July 31, 2024
Our mandate
The Commission for Complaints for Telecom-television Services (CCTS) was established in 2007. It is Canada’s national ombuds for the telecommunications and television industries. We are an independent, not-for-profit organization. We help customers and service providers resolve complaints about telephone, wireless, internet and TV services fairly and at no cost.
Today, the CCTS works with more than 400 service providers. We have resolved more than 190,000 customer complaints. We work with individuals and small businesses to resolve disputes when direct efforts with service providers have not succeeded. Almost 9 out of 10 complaints the CCTS accepts are successfully resolved to the satisfaction of the customer and the service provider. Most of those are resolved within 20 days.
We can help with most problems that occur between a customer and a service provider. These include disputes about:
- contracts
- billing
- service delivery
- credit management
“I want to extend my heartfelt thanks for your assistance in resolving my issue. Your intervention was invaluable in addressing my concerns and ensuring that my voice was heard. As an independent organization, your impartiality and dedication to fairness provided the support I needed to reach a satisfactory resolution.”
Our complaint-handling process
Our complaint-handling process is designed to help customers and service providers resolve their issues quickly. You can file a complaint with us if you have tried to resolve the problem directly with your service provider but have not succeeded. We have the authority to fix all kinds of problems. For example, we can compel providers to do the following:
- correct billing errors
- reinstate incorrectly suspended or cancelled services
- stop collection activities while we handle the complaint
- correct credit bureau reporting
- issue credits for undelivered services
Our vision, mission and values
One of our priorities in 2023 and 2024 was to develop a new strategic plan that aims to do four things:
- enhance our complaint-handling process
- improve service delivery
- build stronger relationships with stakeholders
- strengthen Canada’s telecommunications and television landscape
We launched the new strategic plan in September 2024. It sets the direction for how we will approach our work over the next five years. The plan builds on the progress we made over the past several years in these areas:
- service excellence
- organizational effectiveness
- increasing stakeholder value
These three priorities reflect our current operating environment and strategic goals. We have also re-affirmed our commitment to providing unbiased, fair and responsive complaint-resolution services that are accessible to all consumers.
Our organizational vision, mission, and values guide our work. During this strategic planning process, we re-examined our vision, mission and values and updated them to reflect the following:
- how we conduct our work every day
- our aspirations for the future
- the values we strive to uphold in our work, throughout the organization and in our relationships with stakeholders
Vision
Exceptional complaint resolution that strengthens Canada’s telecommunications and television landscape.
Mission
To provide impartial, fair, and effective complaint resolution services, data, and insights to telecommunications and television consumers and service providers.
Our values
Excellence
We are committed to the continuous improvement of our organization through regular self-reflection and professional growth.
Integrity
We hold each other to the highest standards of professionalism and honesty in all aspects of our work.
Resolution-Driven
We are dedicated to resolving complaints through a consistent, thorough, and timely service.
Collaboration
We are committed to listening to and working with consumers, service providers, and our colleagues to achieve shared goals.
Respect
We strive to create an environment in which all perspectives and viewpoints are heard and valued.
We invite you to read more about our new Strategic Plan.