Chair’s message

As Board Chair, I am proud to present the 2024–25 Annual Report. This publication presents a comprehensive look at the complaints we receive, supports service providers in better understanding their customers’ challenges, and offers meaningful insights to inform the development of regulatory policy in the future.

The 2024–25 Annual Report shares the story of CCTS’s telecom and TV complaint activity over the past year. It highlights the important work that extends beyond resolving individual complaints. This year, the CCTS team shared insights from our complaint-handling work to inform the Canadian Radio-television and Telecommunications Commission’s consultations on making it easier for consumers to choose telecom services that offer clearer and more transparent pricing and service information. This included consultations about broadband labels and amendments to the Wireless Code and the Internet Code. The CCTS also continued to strengthen engagement with stakeholders through public awareness initiatives and ongoing collaboration with industry, consumer, and accessibility groups. These collective efforts help ensure that our services remain responsive, inclusive, and effective for everyone who needs them.

I assumed the role of Chair in October 2024 at a pivotal time for the CCTS — one defined by a strengthened commitment to our strategic direction following the launch of a new five-year strategic plan. This period also signalled a leadership change for the organization. I am grateful for the support and encouragement of Catherine Boivie, the outgoing Chair, as I transitioned into this position. Catherine has been an integral part of the CCTS for many years, providing leadership and guidance for the organization through both challenging and rewarding times.

On behalf of the entire Board, I extend our deepest thanks to our founding Commissioner and CEO, Howard Maker, who announced in fall 2024 that he was stepping away from his role at the end of 2025 after 17 years of dedicated leadership. Under Howard’s guidance, the CCTS grew from a small startup with a handful of staff, into a respected national organization known for delivering fair, impartial, and accessible complaint resolution services. Howard’s lasting legacy will be his commitment to building strong, collaborative relationships with stakeholders and achieving meaningful results — an impact that will benefit the CCTS long into the future.

The Board’s Independent Committee invested a significant amount of time and effort into the selection process for a new Commissioner and CEO to succeed Howard. It is with great pleasure that I welcome Josée Bidal Thibault who became the CCTS’ new Commissioner and CEO on January 1, 2026. Josée has 17 years of executive leadership experience, including as the CCTS’ Assistant Commissioner, and she has been instrumental in shaping the CCTS since inception. The Board looks forward to working closely with her to continue strengthening the CCTS as a reliable and accessible service for customers of telecom and TV services in Canada. That means staying grounded in our values, investing in the systems and teams that support our work, and pursuing improvements that benefit both consumers and service providers.

We also saw changes at the Board table this year. In June 2025, Ruby Barber, LL.B. retired from the Board as Incumbent Local Exchange Carriers (ILEC) Industry Director. I thank Ruby for her thoughtful contributions and commitment to good governance. At the same time, we are pleased to welcome Molly Samuelson, LL.B. as newly elected ILEC Industry Director. Molly’s insights and experience will add great value to the work ahead.

As the CCTS navigates this period of change, the Board is confident not only in the organization’s direction but in the strength and dedication of its leadership team to carry our vision forward with purpose and impact. Our focus on the priorities set out in the CCTS strategic plan remain clear: deliver excellent service, create value for all stakeholders, and ensure the organization continues to be effective, resilient, and forward-looking.

Thank you to our staff, leadership, stakeholders, and fellow Board members for your continued commitment to this important work.

Sincerely,

Trish Kiley
Chair of the Board, CCTS