Appendix 2 – Reference Chart – Supporting Documentation

General guidance to providing supporting documentation for unresolved complaints, including what to include in a screenshot.

Complaint issue	Questions to Consider	Supporting documentation
Complaint issue	Questions to Consider	Documents that can demonstrate what was supposed to happen; e.g. establish the obligation/commitment	Documents that can demonstrate what happened
No Consent	Did you obtain informed and express consent from the account holder or an authorized user? Did you follow the usual sign-up procedure/activation policy?	Applicable internal policy/procedure (e.g. activation, new customer sign-up, installation, etc.) Contract and related documents, including the applicable service terms Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Call recording(s) Call logs/account notes Chat transcripts
Misleading Information/ Non-disclosure	Was there an obligation, or a reasonable expectation, that you should inform the customer? Did you inform the customer? What exactly did you tell the customer?	Activation policy/procedure Contract and related documents, including the applicable service terms Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Call recording(s) Call logs/account notes Chat transcripts
Contract Dispute/ Breach of Contract/Renewal/Auto-renewal	Did you obtain informed and express consent to the contract, including, if applicable, the renewal/auto-renewal? Did you honour the terms of the contract? Did you breach the terms of the contract? If so, did you have the authority to do so?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Call recording(s) Call logs/account notes Chat transcripts Invoices
Incorrect Monthly Plan Incorrect Monthly Charge Price Increase	What plan/pricing did the customer agree to customer, and what features the customer was informed would be included with the plan? Did you bill the monthly charge correctly? Was there a price increase? If so, what allowed you to change the price, and did you follow the applicable steps in making the change?	Contract and related documents, including the applicable service terms Call recording(s) Call logs/account notes Chat transcripts Plan details Applicable internal policy/procedure Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Call recording(s) Call logs/account notes Chat transcripts Invoices Notice of price increase(s) (if applicable)
Plan Change (incorrect or without consent)	What plan is the customer on, and what features are included with the plan? Did the plan change? If so, what initiated the change? Customer request: Did the customer or an authorized user provide their informed and express consent to the change? Was the change implemented correctly? Company initiated: On what authority? Justify why the change was made.	Contract and related documents, including the applicable service terms Call recording(s) Call logs/account notes Chat transcripts Applicable internal policy/procedure Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Call recording(s) Call logs/account notes Chat transcripts Invoices Notice of change (if applicable)
One-time Charge	Did you obtain informed and express consent from the account holder or an authorized user?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Call recording(s) Call logs/account notes Chat transcripts Transaction records Invoices
Early Cancellation Fee	Did you obtain informed and express consent from the account holder or an authorized user? Was the cancellation fee calculated and billed in accordance with the contract and the applicable service terms?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Call recording(s) Call logs/account notes Chat transcripts Invoices A detailed explanation (i.e., itemized breakdown) of how the cancellation fee was calculated
Usage Dispute (long distance, airtime, data, bandwidth, pay per use, third-party, etc.)	Did the customer incur the usage? Was the customer billed additional usage charges? Was the usage billed at the correct rate? Was the usage capped or throttled?	Contract and related documents, including the applicable service terms, fair usage policy, acceptable use policy, etc. Applicable internal policy/procedure Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Plan details, including features and usage limits Usage details, including raw usage data, i.e., records demonstrating the link between the usage and the customer’s device; e.g. SIM/IMEI/IMSI, modem/router/satellite user ID or MAC address, demarcation point, set top box, etc. Coverage Map (if applicable) Screen capture of usage cap applied Notification and/or consent/double opt-in records Call recording(s) Call logs/account notes Chat transcripts Invoices
Toll Fraud (Voicemail Hacking)	Did the calls originate from the customer’s equipment? Was the customer educated on how to secure their equipment? How does the PSP normally handle allegations of toll fraud/voicemail hacking from customers?	Contract and related documents, including the applicable service terms, maintenance agreement, etc. Applicable internal policy/procedure	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Usage details, including raw usage data, i.e., records demonstrating the link between the usage and the customer’s equipment; e.g. CDR (Call Detail Records), switch records, call logs, etc. All relevant account records, including call recording(s), call logs, account notes, chat transcripts and written correspondence Invoice(s) showing the disputed long-distance charges
Pre-authorized Payment	Did you obtain informed and express consent from the account holder or an authorized user? Did you withdraw the correct amount? Did you withdraw from the correct account?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure	Signed copy of the contract and related documents, or pre-authorized payment registration. If registered at a distance (e.g. online, over the phone, etc.), an electronic copy accompanied by record demonstrating consent and delivery. Payment records Call recording(s) Call logs/account notes Chat transcripts Invoices
Payment Arrangement	Did you agree to a payment arrangement with the customer? What were the terms of the arrangement? Did both parties honour the payment arrangement?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Call recording(s) Call logs/account notes Chat transcripts	Payment records Call recording(s) Call logs/account notes Chat transcripts Invoices Collections notification(s) Electronic copy of payment arrangement made demonstrating consent and delivery
Credit Reporting	Did you obtain informed and express consent from the account holder or an authorized user? Did you follow the usual credit reporting procedure/policy? Was the amount reported an accurate reflection of the customer’s overdue fees?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Payment records Call recording(s) Call logs/account notes Chat transcripts Invoices Collections notification(s)
Credit Deposit	Did you obtain informed and express consent from the account holder or an authorized user? Was the deposit requested in accordance with the contract and the applicable service terms? Was the customer informed of the deposit amount, the reasons for the request, and the conditions under which the deposit would be returned?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Applicable Code of Conduct	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Payment records Call recording(s) Call logs/account notes Chat transcripts Invoices Collections notification(s)
Activation/Installation	Did you obtain informed and express consent from the account holder or an authorized user? Did you follow the usual sign-up procedure/activation policy? Did you follow the usual activation/installation procedure?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Applicable Code of Conduct Coverage map Service availability clause	Signed copy of the contract and related documents, or an electronic copy accompanied by record demonstrating consent and delivery Installation order Call recording(s) Call logs/account notes Chat transcripts Technical reports/Diagnostic tests Shipping records
Porting/Unauthorized or incorrect transfer of service	Did you obtain informed and express consent from the account holder or an authorized user? Did you follow the usual sign-up procedure/activation policy? Did you follow the applicable porting guidelines?	Porting guidelines; e.g. Canadian Portability Wireless Guidelines – CWTA Canadian Local Ordering Guidelines (C-Log) – CRTC Applicable internal policy/procedure Call recording(s) Call logs/account notes Chat transcripts	Call recording(s) Call logs/account notes Chat transcripts Porting request/order Technical reports Diagnostic tests
Intermittent/Inadequate Quality of Service Repair/Warranty	What is the extent of the service issue(s) and what effect did it/they have on the customer’s ability to use the service? Did you resolve the issue(s)? Did you follow the usual troubleshooting procedure/policy? Did you follow the applicable repair procedure? Did you facilitate the applicable warranty?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Applicable Code of Conduct Coverage map/availability clause Applicable warranty, extended warranty, protection plan, etc. Call recording(s) Call logs/account notes Chat transcripts Plan details	Plan details, including features and usage limits Usage details, including raw usage data Invoices Coverage Map (if applicable) Call recording(s) Call logs/account notes Chat transcripts Technical reports and troubleshooting tickets Diagnostic tests Shipping records
Disconnection – PSP Initiated	Did you follow the usual disconnection policy/procedures? Did you comply with the applicable Code of Conduct(s)?	Contract and related documents, including the applicable service terms Applicable internal policy/procedure Applicable Code of Conduct	Call recording(s) Call logs/account notes Chat transcripts Collections records, including suspension/disconnection notices Payment records Invoices
Disconnection – Customer Initiated (i.e., cancellation requests, seasonal/voluntary suspension requests)	What was the requested cancellation or suspension date? Did the cancellation or suspension take place on the requested date? Did you stop billing the customer upon cancellation or provide a prorated refund for cancelled services? Did you follow the usual billing policy/procedures associated with the seasonal/voluntary suspension?	Applicable internal policy/procedure Applicable Code of Conduct or regulation (e.g. Telecom Decision CRTC 2016-171) Call recording(s) Call logs/account notes Chat transcripts	Call recording(s) Call logs/account notes Chat transcripts Invoices

N.B. This table is non-exhaustive.

What to include in a screenshot?

In general, supporting documentation must include unique identifiers linking the document or screenshot to the account holder and the account listed in the CCTS complaint. Additional information may be required depending on the nature of the complaint. For example:

Call logs/account notes/Chat Transcripts/Collection Notes

Must include unique account identifiers along with the date(s)
Must be complete – the PSP should always provide a copy of snapshot of the entire log/note/record, not just a clip of the relevant piece
Where the Company’s policy is to redact proprietary information for privacy reasons, it should be noted that for the purposes of the CCTS complaint, the customer and the PSP have agreed to share all relevant information with the CCTS, and that details such as the customer’s account number and associated unique identifiers (e.g. phone number, SIM/IMEI numbers, user ID, MAC address, etc.) is information that the customer already has access to, and that the CCTS has been authorized to get access to for the purposes of resolving the complaint. This information should not be redacted unless the PSP can demonstrate that doing so is justified, further to section 15 of the CCTS Procedural Code. This means that documentation that the customer ought to already have had access to, such as contracts, invoices, and written correspondence between the customer and the PSP, should not be redacted.
Ideally, the PSP should include an overview of the available records; e.g. In response to a customer’s claim that a promise was made over the telephone in June 2019, PSP should provide available records for all contacts in June 2019.
For accounts with multiple users, the record(s) should include a unique identifier for the relevant user(s) (e.g. phone number, name of the caller, email address, etc.)

Usage records

Raw usage data to link the disputed usage to user/device/equipment and SIM(Wireless)
Itemized usage records
Data caps
Usage alerts
3^rd party charges – consent/double opt-in records

Repair/Diagnostics

Speed tests
Dropped call reports
Work orders
Technical reports
Warranty / Extended warranty claims

Invoices, Contracts and related documents

Provide a full copy of the document. Avoid providing a screenshot of a section of the invoice, contract, or related documents.
Include an explanation of the relevant section(s) of the document