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June 17th, 2015

CCTS to undergo public review

CCTS to undergo public review

Structure, funding, and television code all up for discussion

Ottawa – Earlier this month, the Canadian Radio-television and Telecommunications Commission (CRTC) announced a regular review of the Commissioner for Complaints for Telecommunications Service’s (CCTS) structure and mandate, a public process that may result in CCTS’s administration of a television code of conduct.

In the CRTC’s June 4 notice, the organization notes that many Canadians purchase television services from the same companies that sell them phone, wireless, and Internet services. It makes sense, the Commission said, to expand CCTS’s mandate to include a Television Service Provider Code of Conduct.

The review will also collect public and stakeholder feedback into the nature and quality of CCTS’s services, the public’s awareness of the organization, telco membership in CCTS, and other issues that relate to its mandate, activities, structure, and funding.
The review is organized around a series of discussion points, with the administration of a television code high on the list. Noting that 99 per cent of Canadian households subscribe to phone services, 85 per cent to television, and 70 per cent to high speed internet, the CRTC wants to discuss whether CCTS services meet the needs of consumers and whether it effectively gathers consumer feedback. Telecom customers who’ve filed complaints to CCTS are asked to weigh in on their experiences.

Public awareness of CCTS is also a big component. The Commission wants to discuss a host of communications strategies, including target audiences and delivery methods.

From there, the review branches into participation requirements for service providers. Currently, participation is mandatory, but that requirement expires on December 20, 2015. The CRTC wants to discuss whether that model should be renewed.

The review will round itself out with a discussion of CCTS’s structure and funding model. Are people satisfied with the organization’s board of directors, its makeup, voting structure, and suitability in the event of an expanded mandate? And what about funding? Is the CCTS model appropriate? Should it be changed if the organization is tasked with a television code?

The CRTC has asked CCTS and some carriers to respond to information requests by July 20, 2015. A public hearing will begin on November 3, with a wrap-up date no later than November 6. Parties interested in making interventions during the hearing are required to apply for status by August 4. Reply comments are to be filed by August 20. The hearing will take place in Gatineau, and there will also be an online discussion forum open from November 3 to November 9.

About the Commissioner for Complaints for Telecommunications Services (CCTS)
Since July 2007, CCTS has provided consumers with an independent and impartial mechanism for the resolution of complaints about deregulated local and long distance telephone services, as well as wireless service and internet access. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. Visit our website at

To schedule an interview with the Commissioner, or for more information, please contact:

Paul Carlucci – Communications Officer
Commissioner for Complaints for Telecommunications Services (CCTS)
Toll free: 1-855-512-9783
Twitter: @ccts_cprst
Facebook: Commissioner for Complaints for Telecommunications Services