Who we are and what we do
Annual Report
August 1, 2024 – July 31, 2025
Our mandate
The Commission for Complaints for Telecom-television Services (CCTS) is Canada’s national ombuds for the telecommunications and television sectors. We are an independent, not-for-profit organization. We help resolve customer complaints about wireless, internet, TV, and phone services — fairly and free of charge.
The CCTS works with over 400 service provider brands across Canada. Customers can turn to the CCTS for help when they are unable to resolve issues directly with their provider.
Since 2007, we have resolved more than 200,000 complaints from individual customers and small businesses. Most complaints are resolved at the early stages of our process where customers and providers work together to try to find a solution.
We have the authority to address a wide range of issues about billing, contract disputes, and service delivery. We can require service providers to:
- correct billing errors
- issue refunds or credits
- waive fees or charges when they are not valid under the customer’s contract or applicable codes
- apply discounts or promotions when they were promised but not honoured
- update or correct credit reports if incorrect information was sent to a credit bureau
- restore service suspensions or cancellations that were done in error
The complaint data we collect and share offers insights about current and emerging issues. Our transparent reporting is intended to foster industry-wide customer service enhancements, highlighting areas for improvement and encouraging positive industry change.
“I was very impressed with the prompt and excellent service from the CCTS. My rights were upheld, and my complaint was handled efficiently. I received the remedy that I needed. Thank you very much for your excellent service!”
Our complaint-handling process
When customers have a problem, they must try to sort it out first with their provider. If that doesn’t work, they can file a complaint with us.
Our first step is to check if we can help with the issue raised in a complaint. When an issue falls within our mandate, we work to resolve it quickly. This often happens at the early stages of our complaint process by facilitating fair agreements between the two sides.
Visit Complaint Resolution Process Explained on our website for more details.
Our vision, mission, and values
In 2024, we launched a new five-year strategic plan to enhance complaint handling, improve service delivery, and strengthen 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.
Values: Excellence, integrity, resolution-driven, collaboration, and respect. We are committed to delivering accessible, unbiased, and effective dispute resolution for consumers across Canada.