The CCTS received an unprecedented volume of complaints in 2025-26. Here are three early findings and practical steps consumers should take before filing a complaint.
The CCTS facing a rapid rise in demand for complaint resolution services
The CCTS saw a rapid increase in the number of complaints received, accepted, and resolved in 2025-26. Our upcoming Annual Report will provide a fuller picture of issues raised by customers, provider breakdowns, and trends affecting phone, internet and TV services.
The following table shows the rise in complaint volume that the CCTS is facing:
79% more than the previous year
74%more than the previous year
for all complaints concluded
What the increase in complaint volume means
This increase reflects unprecedented demand for our impartial, effective and free complaint-resolution services. The CCTS continues to accept complaints and help consumers and participating service providers resolve them. While we continue to resolve most complaints early in our process, complaints requiring conciliation or investigation are taking longer than usual because of the significant increase in volume. As demand continues to increase, processing times may remain longer than usual. Our staff remain committed to resolving complaints as quickly as possible, and we sincerely appreciate everyone’s patience and understanding.
Before you file a complaint
You must start by giving your service provider a reasonable opportunity to address the problem. This is both required before submitting a complaint to the CCTS and is often the quickest way to resolve an issue. Here are some tips to help you work with your provider to resolve your concerns:
- Explain the problem clearly and what you would like the provider to do.
- Keep copies of bills, contracts, chat transcripts, emails and reference numbers.
- Record the dates of your contacts and the names or employee numbers of representatives.
- Participate in reasonable resolution steps or efforts, including troubleshooting, future appointments, waiting for credits to appear on bills etc.
- If the issue remains unresolved and falls within the CCTS mandate, you can submit a complaint to us.
Read our tips for working with your service provider.
Additional resources for consumers
The full 2025-26 Annual Report will be published on January 13, 2027.
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