April, 2005 – Canada’s Minister of Industry, whose portfolio includes the telecommunications sector, appoints the Telecommunications Policy Review Panel to conduct a review of Canada’s telecom policy framework and to recommend how it could be modernized to “ensure that Canada has a strong, internationally competitive telecommunications industry that delivers world-class services for the benefit of all Canadians.”

March, 2006 – The Panel delivers its report. It recommends the creation of a telecommunications consumer agency “with authority to resolve complaints from individual and small business retail customers of any telecommunications service provider”. It recommends a “self-funding, independent, industry-established” model, with all service providers required to participate.

April 4, 2007 – The Government of Canada (Governor in Council) orders the creation of an
independent, industry-funded consumer agency, to resolve complaints from individual and
small business retail telecommunications customers, with the details to be approved by the telecommunications regulator, the Canadian Radio-television and Telecommunications Commission (CRTC)

July 10, 2007 – The Commissioner for Complaints for Telecommunications Services (CCTS) is incorporated under federal corporations law as a not-for-profit corporation. As part of this process, CCTS files its operating By-Law which details the operating parameters of the organization.

July 23, 2007 – CCTS begins operations. CCTS retains David McKendry, who formerly served as long-distance ombudsman, as CCTS’ interim Commissioner.

December 20, 2007 – Following public hearings, the CRTC issues Telecom Decision 2007-130, Establishment of an Independent Telecommunications Consumer Agency. In this Decision, the CRTC approves the structure and mandate of CCTS (subject to certain conditions being met). It orders all service providers with annual Canadian telecommunications revenues exceeding $10 million to participate, commencing February 1, 2008.

February 2008 – Two groups of service providers file applications with the CRTC seeking a review of certain aspects of Telecom Decision 2007-130.

May 30, 2008– The CRTC modifies certain provisions of its original Decision. In particular, it determines that mandatory membership of service providers with over $10 million in revenues will remain in place for three years from the date of the original Decision, at which time a new proceeding will be held to review the mandatory membership requirement. Details…

June 6, 2008 – CCTS governance passes to the permanent independent Board of Directors
from the Provisional Board of Directors, which oversaw the “start-up” of CCTS.