Who We Are
The Commission for Complaints for Telecom-television Services (CCTS) is Canada’s telecommunications and television ombuds. We are an independent, not-for-profit organization that helps resolve disputes between customers and their providers.
We’re Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge.
As Canada’s telecom and TV ombuds, our job is to help you resolve issues with your wireless, internet, phone and TV services. We can help with issues about billing, contract disputes, service delivery and more. Since 2007, we have resolved over 200,000 complaints from telecom and TV customers across Canada.
If your service provider hasn’t followed industry rules, we can direct them to:
- Correct billing errors
- Issue refunds or credits
- Waive fees or charges that aren’t valid
- Apply discounts or promotions that they promised you
- Update or correct credit reports if they sent incorrect information to a credit bureau
- Restore service if they suspend or cancel it without a valid reason
Our mission is to provide impartial, fair and effective complaint resolution services, data, and insights to telecom and TV consumers and service providers. Our service is free for consumers and available anywhere in Canada.
About us
The CCTS was created in 2007 as an independent, not-for-profit agency to resolve telecom customer complaints. Since then, our organization and mandate have grown with the increasing need for fair, free and impartial consumer complaint resolution.
- We administer four industry codes, which help consumers understand their rights and responsibilities in a service contract, and establish minimum standards for service providers.
- We work with customers across Canada and over 400 service provider brands to help resolve complaints related to wireless, internet, phone and TV services.
- We have resolved over 200,000 customer complaints and deliver three reports every year that describe our activities, highlight our key accomplishments, and provide statistics on the complaints we receive.
Did you know? The CCTS was established by the Canadian Radio-television and Telecommunications Commission (CRTC), by order of the federal government. We were created to serve as an independent body to resolve complaints from telecom consumers, but also to identify and report on issues and trends. We share the data and insights we gather with government, regulators and the industry – informing regulations and policies that build a better future for telecom and TV services in Canada.
Leadership
Our Commissioner and CEO – Josée Bidal Thibault
Josée Bidal Thibault is the Commissioner and Chief Executive Officer of the CCTS. A founding executive, Josée has been instrumental in shaping the CCTS’ strategic direction, operational maturity, and organizational culture since its inception.
Josée has 17 years of executive leadership and brings deep operational expertise, strong stakeholder relationships with consumer groups and service providers, and a strategic vision for the future of the CCTS. She has consistently driven transformative initiatives aimed at improving service delivery, increasing operational effectiveness, and delivering value by aligning the organization with the evolving needs of its stakeholders. Josée was previously the Assistant Commissioner at the CCTS and held that role between 2008-2025. Prior to joining the CCTS, Josée worked with the regulatory law team at a telecommunications service provider, focusing on compliance with regulatory and privacy obligations.
Josée holds an MBA from the Sprott School of Business at Carleton University, a B.A. (Honours) in Law, and is a Certified Human Resources Professional (CHRP). She brings a particular interest in organizational behaviour and governance, and is known for her collaborative leadership style, strategic foresight, and ability to drive positive change in complex environments.
Assistant Commissioner – Janet Lo
Janet Lo is the Assistant Commissioner, Legal, Regulatory & Stakeholder Affairs at the CCTS. As a member of the CCTS’ executive team, she helps shape the organization’s strategic direction, advance stakeholder initiatives, and innovate service delivery. Under her leadership, Janet’s teams provide legal and regulatory guidance on matters such as the regulator’s Codes of Conduct, oversee compliance activities, and spearhead CCTS’ public facing communications, including public awareness activities and consumer insight and trends reporting.
Janet works closely with regulators, industry participants, and other stakeholders to drive improvements across the telecom landscape.
Janet holds a LL.B. (Law & Technology specialization) from the University of Ottawa Technology program, and a B.Ed. from the University of Alberta. She brings extensive experience in consumer and competition law, intellectual property, privacy, and administrative law. Prior to joining the CCTS in 2021, she held several leadership roles over 13 years, such as leading government relations, regulatory and legal team at a telecommunications service provider; providing policy advice on legislative and regulatory initiatives in the banking industry; and representing public interest groups on consumer protection issues across regulated industries.
Board of Directors
The CCTS is governed by an elected Board of Directors, who represent the Canadian population, consumer groups, and the telecoms and TV industries.
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