Overview

Complaint Resolution Function

The Commissioner for Complaints for Telecommunications Services (CCTS) will receive, attempt to facilitate resolution of, and, if necessary, resolve eligible complaints in an accessible, impartial, timely, efficient and informal manner after direct communication between a consumer or small business and a member TSP has proven ineffective.

For Consumers and Small Businesses

A "consumer" is defined as someone who receives telecommunications services for personal use.

A "small business" is a business customer of a member TSP whose most recent monthly bill for all telecommunications services provided by that member TSP was $2,500 or less

Governance and Funding

CCTS is a not-for-profit corporation without share capital under Part II of Canada Corporations Act. The corporation's governance ensures the independence of the Commissioner, CCTS and its board of directors. The board of directors is to be comprised of four independent directors (one of which is nominated by consumer groups) and three industry directors, and must always have a majority of independent directors as well as an independent chair (nominated by the independent directors from among the independent directors). CCTS is funded by its member companies and is not a government agency.

The Canadian Radio-television and Telecommunications Commission (CRTC), in Telecom Decision CRTC 2007-130, approved the structure and mandate of the CCTS, subject to certain conditions being met. Certain of these conditions are currently the subject of review applications to the CRTC.

 Link to Telecom Decision CRTC 2007-130 

Our Procedural Code

Click here to view our Procedural Code.