Year at a glance
Annual Report
August 1, 2023 – July 31, 2024
This section provides an overview of significant events and data points for the Commission for Complaints for Telecom-television Services (CCTS) between August 1, 2023 and July 31, 2024.
By the numbers
Successful resolutions
88% of concluded complaints were successfully resolved.
Complaints up
20,147 in-mandate complaints were accepted, up 38% from last year.
Top issues
Wireless issues remain the most raised, followed by internet service concerns. Across all service types, billing and service delivery issues were the top issues raised.
Industry-wide participation
436 brands operated by 311 service providers participated in the CCTS.
Distribution of complaints
88% of complaints were filed about 10 service providers.
257 brands had zero complaints.
95 brands had 3 complaints or fewer.
Conciliation or investigation required
19% of concluded complaints required conciliation or investigation.
Total issues
38,874 issues were raised in 19,176 concluded complaints.
CCTS Publications
Key events
- We launched a new five-year strategic plan focusing on service excellence, organizational effectiveness, and stakeholder value. The plan will drive continuous improvement in the telecommunications and TV landscape by emphasizing three things:
- high-quality complaint resolution
- robust organizational capacity
- collaborative stakeholder relationships
- Significant changes to our complaint-handling process and new technology improved the customer experience. For example, it took less time to assess and accept customer complaints and we resolved more complaints at the earliest stage of our process. We continued to refine our complaint-handling process and technology and sought opportunities to better serve our stakeholders.
- We continued efforts to raise public awareness about the CCTS. We increased our focus on media relations, radio, digital and social advertising. This led to greater media coverage, higher website traffic, and a broader reach across Canada. We plan to continue to increase awareness of the CCTS’s services.
- We continued to consult with diverse consumer and accessibility groups across Canada, including 11 accessibility and consumer advocacy organizations. These groups offer a wide range of views that help us to improve the ways we serve Canadians and to increase public awareness.
- We welcomed 11 new Participating Service Providers (PSPs).
- We continued to engage with non-compliant PSPs. Our engagement efforts seek to rectify non-compliance with our complaint-handling process and service provider obligations to promote awareness about the CCTS.
- We terminated the participation of InnSys Inc. for failing to comply with a number of mandatory CCTS requirements and referred it to the CRTC for further action.
- As a result of collaborative efforts with the CRTC, we reinstated ICA Microsystems Inc. as a PSP once the business corrected its non-compliance with the CCTS.
- We appeared before the Standing Senate Committee on Transport and Communications studying Bill C-288. The bill would require internet service providers to give consumers more transparent and accurate information about broadband services. We offered insights into our mandate and how we help customers with complaints about internet speed, quality of service and disclosure issues. We also spoke about the number and types of complaints we receive about these issues.