C. The PSP Portal

What is the PSP Portal?

The PSP Portal provides Participating Service Providers (PSP) with limited access to the CCTS’ complaint handling system. The PSP Portal, accessible to PSPs via a secure link on the CCTS website (“PSP Login”), enables PSPs to receive complaints and to respond to complaints at the pre-investigation (Level 1) and investigations (Level 2) stages of our complaint handling process. PSPs can also use the Portal to manage complaints by monitoring deadlines and assigning complaints to specific employees.

When a response is submitted via the PSP Portal it is automatically uploaded into our system and triggers the next step in the complaint process.

A PSP can also submit updates via the Portal and can review the updates it has submitted at any point during the complaint handling process, as well as information that the CCTS has sent to the PSP via the PSP Portal. However, the PSP will not be able to access our internal complaints system directly. A complaint will remain accessible via the PSP Portal for 120 days after the complaint is closed by the CCTS.

How to communicate with us

When a PSP signs up with the CCTS they are asked to designate an Executive contact and a Single Point of Contact (SPOC). The SPOC can be the Executive contact or another person. The SPOC will be responsible for fielding all complaint handling inquiries from the CCTS including new complaints and requests for additional information.

The PSP Portal is the primary method of contact between the CCTS and the PSP during the complaint handling process. The PSP Instruction modules contain detailed user guides for each level of the complaint handling process and includes detailed instructions about when and how to use the PSP Portal to communicate with the CCTS.

Our system and the PSP Portal have been designed to work together to keep the complaint handling process moving efficiently and to keep the PSP and the customer informed along the way. Failure to use the PSP Portal as required will cause unnecessary delays in the complaint handling process.

How the PSP Portal works with the complaint handling process

The PSP Portal at Level 1

  1. Receiving a New Complaint: Once the complaint has been accepted by the CCTS it will automatically appear on the “Dashboard” in the PSP Portal and include a copy of the complaint form, as well as the PSP’s response due date. Attachments submitted by the customer are not accessible via the PSP Portal. For this reason, a copy of the complaint and any attachments submitted by the customer are also sent to the PSP with the “Notice of Acceptance” via email.
  2. Responding to a Complaint: The PSP will respond to the complaint via the PSP Portal to indicate whether the complaint is resolved, unresolved, or that the PSP is objecting to the complaint.The response submitted via the PSP Portal will automatically trigger the applicable next step in the complaint handling process and an automated notice will be sent to the customer and the PSP along with a copy of all attachments the PSP submitted with its response.
  3. Requesting intervention from the CCTS: The PSP Portal should also be used to request intervention from the CCTS before the PSP can submit its official response to the complaint. Some examples of the types of intervention requests you might submit in the PSP portal include situations where: you have been unable to contact the customer to discuss the complaint, if you believe the customer is being uncooperative in relation to your attempts to resolve the CCTS complaint, if you want to request an extension to submit your response to the complaint, or if you believe that the complainant is not authorized on account.In these circumstances, the complaint will be temporarily placed on hold while the CCTS reviews the request and takes the necessary action(s).
  1. Submitting additional information: The PSP Portal may be used to submit additional information. Refer to module 2 and module 3 for more information.

The PSP Portal at Level 2

When the PSP submits an Unresolved response via the PSP Portal the complaint is automatically escalated to the Investigation stage (Level 2) and a “Notice of Investigation” will be sent by email to the customer and the PSP along with a copy of all attachments the PSP submitted with its response.

All communications between the CCTS and the PSP at Level 2 take place between a dedicated Complaint Resolution Officer and the PSP via email and telephone. The PSP will be able to upload additional information via the PSP Portal but will not be able to respond to investigation inquiries via the PSP Portal at this stage.

Introduction to Using the PSP Portal

How to log in

The PSP Login to the PSP Webpage: https://www.ccts-cprst.ca/psp-login/

The PSP Portal: https://www.ccts-cprst.ca/tsp/ims/

If you are unable to log in, please contact StakeholderRelations@ccts-cprst.ca.  

PSP Management

Provider Profiles

Update contact information or Add/Remove users

Only authorized personnel (i.e., the Executive contact or the SPOC) can make requests to update contact information and add or remove users. PSPs cannot update their contact information or add/remove users via the PSP Portal. These requests must be sent to the CCTS’s Stakeholder Engagement Officer at StakeholderRelations@ccts-cprst.ca. Please include the user’s first and last name, and identify for which brand(s) they should be given access to.

Updating Contact information and authorized personnel

To update contact information, including changes to authorized personnel such as the Executive contact and the SPOC, can fill out the PSP Profile Form and send the completed form to the Stakeholder Engagement Officer at StakeholderRelations@ccts-cprst.ca.

Change user password

A user cannot change their own password. A request to change or reset a password must be sent to the CCTS’ Stakeholder Engagement Officer at StakeholderRelations@ccts-cprst.ca by the designated Executive or SPOC.

Upload Certificate of Revenues

The PSP can upload the Certificate of Revenues (a CCTS Participation Requirement) via the PSP Management section of the portal.

The Dashboard (Home)

N.B. The complaints depicted in the screenshots below are have been altered to include fictional names.

A PSP can manage and respond to their complaints via the “dashboard”. Once a complaint had been accepted by the CCTS it will appear on the PSP’s dashboard under the “Pre-Investigation” tab.

Complaints that appear on the “Pre-Investigation” tab of the PSP’s dashboard include all complaints at the Handling stage (level 1) of our complaint handling process. If the complaint is escalated to Investigations (level 2), it will be moved to the “Investigation” tab.

If a complaint is resolved or closed at the handling or investigations stages (level 1 or 2), it will be moved to the “Concluded” tab. Complaints closed to triage (level 0) will be removed from the dashboard. PSPs have 120 calendar days to access a closed complaint from the Concluded tab. After 120 days, the complaint will be removed from the dashboard and archived.

The Dashboard Explained

Incident Number

This is the complaint number. Click on the complaint number to view and respond to the complaint.

N.B. A complaint number that ends in a letter indicates that the complaint is part of an “associated” complaint. This means that the customer has filed the complaint against 2 or more service providers.

Customer

The name of the complainant, i.e., the person (or small business) who filed the complaint. If the complainant is not the account holder, the account holder’s name will be listed in the complaint.

PSP

The name of the Participating Service Provider against whom the complaint has been filed. A PSP’s dashboard will only show the complaints filed against that PSP.

Language

The language (English or French) that the customer has indicated they would prefer to communicate in within the context of the CCTS complaint. PSPs should endeavour to use the customer’s preferred language when communicating with the customer and the CCTS.

Business

This indicates the type of customer that the customer self-identified themselves as. A customer who identified themselves as an individual customer, they will be listed as a “Consumer”. If the customer identified as a small business customer, they will be listed as a “Small Business”.

Status & Reason

The status is an indicator of what the complaint is doing. The reason explains why the complaint is in a particular status. For example, if the status is “Pending PSP Resolution” and the reason is “IN-scope complaint”, this means that we are waiting for the PSP to submit a response to an in-scope complaint that has been accepted. If the status is “Pending Analysis” and the reason is “PSP indicates complaint is unresolved” this means that the complaint has escalated to investigations (level 2) because the PSP indicated that the complaint is unresolved, and we are now waiting for a CRO to start the investigation; this status will change to “Active Analysis” when a CRO begins working on the complaint but the reason will not change.

PSP Owner

The name of the PSP user who the complaint has been assigned to. Complaints can be assigned to a specific user by the Executive or the SPOC only. To assign a complaint to a specific PSP user, select their name from the drop-down menu in the “PSP Owner” column:

PSP Report Due Date

The date that the PSP must submit its response. Click on the header “PSP Report Due Date” to sort the complaints from oldest to newest or newest to oldest due date.

View and respond to the complaint

Details

The Details tab provides you with an overview of key information including PSP due dates and the complaint details. Here is an explanation of what you’ll find in the details tab:

Submit Date

The date and time that the customer submitted the complaint to the CCTS. This date is particularly relevant when there is a question of if the customer submitted the complaint within the limitation period outlined in our Procedural Code.

Response Due Date

The date by which the PSP must submit its response to the complaint (“day 30”).

Owner

The PSP user to whom the complaint has been assigned by the Executive contact or the SPOC.

Objection Availability

The date by which the PSP can submit an objection to the complaint. For more information about objections, please refer to PSP Objections module.

Client Name

The name of the complainant (i.e., the “customer”; the person who filed the complaint).

Email

The customer’s preferred email address. Use this email address to contact the customer about the CCTS complaint.

Complaint From

The type of customer (e.g. consumer or small business).

Account Name

The name of the account holder.

Day #

The customer’s daytime contact number.

Account Address

The service address.

Legacy #

The account number.

Company/Client

The small business name.

Source

The method by which the customer submitted their complaint. N.B. “Webform” refers to the CCTS’ online complaint form (“Interactive Questionnaire”).

Language

The customer’s preferred language.

Billing Address

The customer’s mailing address.

Nature of Incident and Breaches

Part of our role at the CCTS is to provide customers and the telecom and television industry with helpful information about the complaints we receive.

The CCTS is also responsible for the administration of the CRTC’s Wireless Code of Conduct, Deposit and Disconnection Code, Television Service Provider Code and Internet Code. We are responsible for tracking and monitoring and compliance issues related to these codes of conduct as well as key CCTS Participation Requirements such as the CCTS’ Procedural Code and the CCTS’ Public Awareness Plan.

We use the List of Incident Natures to track the core issue(s) raised in the complaints we receive so that we can monitor trending issues and to fulfill reporting requirements mandated by the CRTC. We use the List of Breaches to track code of conduct and CCTS Participation compliance-related breaches.

We continuously reevaluate these lists as more information becomes available and we audit the lists after the complaint has been closed to ensure accuracy of our reporting.

PSPs should NOT attempt to interpret the complaint based on this lists and PSPs should NOT rely on the lists when assessing a complaint.

Details

The Details box contains the complaint details. PSPs can download a PDF version of the complaint by selecting the “(English or French) Report” PDF icon in the top right-hand corner of the Respond to Incident screen.

Respond to Complaint

PSPs should respond to the complaint via the “Respond to Complaint” tab. Refer to module 2 for more information about how to respond to the complaint.

View PSP Portal Updates and View Attachments

PSPs can review previous portal entries, including notes and attachments, by PSP users from the “View PSP Portal Updates” tab. All updates entered by the PSP will also appear in the CCTS’ internal complaint system. The same attachments are accessible via the “View Attachments” tab, as well as attachments uploaded by the customer via our online complaint form.

In all other cases, PSPs must refer to the acceptance email to access attachments and additional information submitted by the customer, including complaints received by email, mail, and fax.