Who We Are
We invite you to learn more about the individuals who bring their expertise and experience to CCTS. Please click on one of the following links to learn more:
Commissioner and CCTS Staff
Howard Maker was appointed Canada’s first Commissioner for Complaints for Telecommunications Services (CCTS) in August 2008.
Howard is a graduate of the University of Toronto and Osgoode Hall Law School, and was called to the Ontario Bar in 1985. In addition to many years of legal and regulatory experience, Howard brings to the role his specialized expertise in investigations and complaint-handling. He conducted investigations and managed investigators at the Law Society of Upper Canada, and thereafter was appointed the Director of Investigations at the College of Physicians and Surgeons of Ontario.
Howard subsequently joined the Ombudsman for Banking Services and Investments, where as Senior Deputy Ombudsman he conducted investigations and led the division of the organization responsible for investigating investment complaints.
At CCTS, Howard’s early focus has been on process redesign and improvement, public and stakeholder awareness, and otherwise building and entrenching the infrastructure of a new and growing organization.
CCTS employees bring diverse backgrounds and experience to their work. They have worked with consumer associations and regulators, and in the telecommunications industry and as lawyers.
Board of Directors
Our Board is structured to provide for the participation of all stakeholders while remaining independent from the telecommunications industry. It consists of seven directors:
- Four Independent Directors, two of whom are nominees of consumer groups; and,
- Three Industry Directors, one each to represent the Incumbent Local Exchange Carriers (ILECs), the Cable Companies, and the Other Participating Service Providers.
The Independent Directors are intended to represent a diversity of experience and interests, being individuals known and respected on a regional and national basis and representative of the Canadian population, including gender, linguistic, minority and geographic representation.
Marie Bernard-Meunier (Chair)
A career diplomat, Marie served in Ottawa as Assistant Deputy Minister for Global Issues and abroad as Canada’s Ambassador to UNESCO, to the Netherlands and to Germany. She left the Foreign Service in 2005 and has since published extensively on various public policy issues. She currently serves on the Boards of many public institutions, including the Audit Committee of the Canadian Space Agency. She holds a Master’s Degree in Political Science from the Université de Montréal.
Jacques C.P. Bellemare
Jacques graduated in Engineering Physics at École Polytechnique in Montreal (1961) and later obtained an MBA from Laval University in Quebec (1973).
In the private sector, he has worked in telephony with Bell Canada, in Cable TV with Cablevision Nationale (acquired by Videotron), in consulting with Raymond, Chabot, Martin, Paré, and in regulation with Teleglobe Canada after its privatization.
Since 1994, with his own firm STEM Consultants Inc, he offers independent expertise in economic regulation of public utility companies, mostly in the energy sector.
In the public sector, from 1982 to 1988, Jacques served as a Member of the Quebec Public Service Board then assuming regulatory jurisdiction over certain telephone companies located in Quebec, including Quebec-Telephone and Telebec.
Dr. Catherine Aczel Boivie is a widely respected executive with over 30 years of experience in the leadership of advancing the value of information technology as a business and education enabler. Catherine is the Executive in Residence at the Beedie School of Business at Simon Fraser University. Prior executive roles includes: CEO and Chair Canadian Women in Technology (CanWIT), CEO Inventure Solutions and Senior Vice President of Information Technology/Facility Management for Vancity Credit Union; Senior Vice President of Information Technology and Chief Information Officer at Pacific Blue Cross and Canadian Automobile Association of British Columbia.
Catherine is also an experienced board member serving on several boards, including those of Insurance Corporation of B.C. (ICBC), the Burnaby Board of Trade, MedicAlert Canada, Real Estate Board of Greater Vancouver and Artsclub theatre. Catherine has a strong understanding of board governance and oversight and received the ICD.D designation from the Institute of Corporate Directors.
She holds a BMath degree from University of Waterloo, MEd and PhD from University of Toronto and is a well-known speaker at conferences in North America, Europe and China as well as an active blogger and author.
Marina Pavlović is an Assistant Professor at the University of Ottawa’s Faculty of Law, Common Law Section, where she is a member of the Center for Law, Technology, and Society and the International Law Group. Marina has research and teaching experience in consumer protection, telecommunications, law & technology policy, and dispute resolution. She holds a law degree from the University of Belgrade (Serbia) and a LLM in Law & Technology from the University of Ottawa.
The Industry Directors represent each of the ILEC, Cableco and Other Participating Service Provider categories. The current appointed Industry Directors are Ruby Barber (ILEC), Dennis Béland (Cableco) and Jill Schatz (Other).
Ruby is Assistant General Counsel, Legal & Regulatory Affairs, at Bell Canada and is based in Ottawa. She joined Bell in 1997 and has a broad range of legal and regulatory experience with telecom issues. Most recently she was responsible for Bell Canada’s consumer legal team which on a day-to-day basis addresses legal issues impacting Bell’s customers, including the Wireless Code of Conduct. Previously, she supported the Mergers & Acquisitions team at Bell as Assistant General Counsel, M&A.
Prior to joining Bell, Ruby was an associate at Fasken Martineau in Toronto practising corporate and securities law. She is a graduate of Queen’s University (Honours Politics) and Osgoode Hall Law School and was called to the Bar in Ontario in 1991.
Dennis is Vice-President, Regulatory Affairs, Telecommunications, Quebecor Media Inc. Dennis has a Bachelor’s Degree in Engineering and Management and a Master’s Degree in Public Policy from the John F. Kennedy School of Government at Harvard University. He is a Member of the Board of Directors of the Canadian LNP Consortium Inc., the Canadian Numbering Administration Consortium Inc. and a former Member of the Board of Directors of the Canadian Wireless Telecommunications Association.
Jill joined Primus Canada in 2008 as General Counsel and VP Law and has overall responsibility for the legal requirements of the company. She has extensive in-house experience in various public and private corporations and has held senior legal, corporate secretarial and executive roles in the IT and Telecommunications industries since 2000 with Momentum Advanced Solutions Inc. (formerly OnX Enterprise Solutions Inc.) and Cybersurf Corp. Prior to 2000 she held in-house positions with ICI Canada Inc. (formerly C-I-L Inc.) and TransCanada PipeLines Limited. Jill holds a Juris Doctorate (J.D.) and MBA (Finance Major), both from the University of Toronto as well as a Masters in Law (International Trade & Competition Law) from Osgoode Hall Law School.
To view the complete list of our participating telecommunications service providers (TSPs), please click below. You can choose to visit the websites of our participating TSPs, or you may select one from the list to make a complaint about a particular provider.
To make a complaint, use our Online Complaint Form!
It’s fast, easy and helps to ensure that we have all of the information we need to help you resolve your complaint.
You can also contact us to discuss your complaint or to ask us a question. Our offices are open from Monday to Friday, 9-8pm Eastern Time.
P.O. Box 56067 - Minto Place RO