Year at a glance

Key events

• We advanced our five-year strategic plan (2024–29) by delivering tangible progress across all three priority areas: service excellence, stakeholder value, and organizational effectiveness.
• We met or exceeded most of our complaint-handling target performance standards, despite a significant volume of accepted complaints last year and a continued, though smaller, increase this year. We:
  • accepted over 95% of complaints within three business days
  • concluded 85% of all complaints within 60 days
  • continued to focus on improving the efficiency of the investigation stage, which remains more time sensitive and accounts for around 5% of all concluded complaints
• We continued to refine our complaint-handling process and technology, and sought opportunities to better serve our stakeholders.
• In October 2024, we launched our Investigation Findings Library to promote greater transparency about the way we deal with complaints, the issues they raise and our decision-making process. Since then, we have published nearly 100 new findings and received positive feedback.
• We continued to expand our public awareness activities, reaching more consumers across Canada through media relations, radio, digital campaigns, and social media. This year, we added podcast advertising. Our awareness work led to greater media coverage, higher website traffic, and a broader reach across Canada. These efforts helped telecom and TV customers better understand who we are and how to access our services when needed.
• We made progress on accessibility, one of our key operating principles. We consult annually with accessibility groups to gather feedback about the accessibility of our services. We published an updated Multi-Year Accessibility Plan and Integrated Accessibility Policy. We monitored and assessed our website’s compliance with Web Content Accessibility Guidelines to provide a more inclusive digital presence for all website visitors. This work includes manual and automated scans of our web pages to identify and remove barriers that could negatively impact the user experience. We made accessibility improvements to our online customer complaint form, in response to stakeholder feedback and our website scanning work.
• In November 2024, the Canadian Radio-television and Telecommunications Commission (CRTC) reminded providers about their responsibility to inform customers about the CCTS and stated its view that Canadians are not being made aware of the CCTS effectively. The CRTC also reminded providers about the importance of the CRTC’s consumer protection codes and began launching consultations to build on these protections.
• Over the past year, we offered input on several CRTC regulatory proceedings about making pricing and service information clearer and more transparent for customers. We shared insights from our complaint-handling and Code administration perspectives. These contributions reflect our ongoing efforts to use insights from complaints to improve the system for everyone and to help inform broader policy change.
• We met with 15 consumer advocacy groups and accessibility organizations to deepen our stakeholder relationships. Their insights help us identify barriers in service accessibility and complaint resolution and inform our awareness efforts in this area.
• We continued to support and engage service providers to ensure they understand our complaint-handling process, technology requirements, and compliance requirements.
• We welcomed 14 new Participating Service Providers (PSPs) to the CCTS. We also terminated the participation of 15 service providers that went out of business or no longer provided in-scope telecom services.
• Our teams continued to engage with PSPs about the steps they need to take to remain in good standing with the CCTS, including cooperating in the complaint-handling process, informing their customers about the CCTS, and paying their CCTS fees. We worked with non-compliant PSPs to rectify outstanding non-compliance, particularly with provider obligations to promote awareness of the CCTS to their customers.