As Canada’s national ombuds for the telecommunications and television sectors, we can help you resolve a complaint related to TV products and services in Canada.  

Who can submit a complaint 

You can submit a television complaint to the CCTS if you are an individual customer of a cable, Internet Protocol television (IPTV), or national satellite direct-to-home (DTH) TV service provider in Canada.  

We cannot accept TV complaints from small business consumers. 

What types of TV service complaints does the CCTS accept 

Breach of contract terms and commitments 

• Disputes about whether there is a contract, what is included in the contract or how the contract should be interpreted 

• Disputes about whether your service provider’s conduct meets its contractual obligations 

• Your service provider did not clearly disclose the terms of the contract 

Television billing disputes and errors 

• Agreeing on a price with your service provider, but getting billed for more   

• Being overcharged as the result of a billing system error  

• Being charged a price that is different than advertised or agreed-to  

• Being billed past the requested cancellation date 

We cannot address complaints about the price of TV products or services. 

Service delivery and installation issues 

• Service quality issues, including unreasonable interruptions, channels not working, or complete loss of service  

• Issues with the installation, repair or disconnection of a service  

• Requests to cancel your service 

Credit management 

• Security deposits were mishandled or not returned 

• Disputes about payment arrangements with the service provider 

• Improper collections treatment or credit bureau reporting for your account 

Accessibility 

We can help you with some, but not all, accessibility-related complaints.  

The CRTC Wireless Code, Television Service Provider Code, and Internet Code require two kinds of accessibility accommodations: 

• An extended trial period for individuals with disabilities 

• Contracts and related documents must be provided in an accessible format upon request 

We can help with complaints that are related to these two CRCT code requirements.  

Most issues about a service provider’s failure to accommodate a customer’s accessibility requests are outside of our mandate. For example, we cannot help with complaints about: 

• Customer service, or your service provider’s indifference to a disability 

• Accessibility-related accommodation issue (for example, if described video is not available, or there are store accessibility issues) 

• Policies and procedures (for example, your service provider did not honour an accessibility policy or practice)     

At the request of the CRTC and members of the accessibility community, we do track when customers raise out-of-mandate accessibility issues about their service providers. We also refer these issues to the CRTC, which may have the authority to address them. 

Exclusions 

There are some TV service issues we can’t help you resolve.  

We do not accept complaints about: 

• Digital media broadcast undertaking (DMBU) services, which are services generally delivered or accessed over the Internet or delivered using point-to-point technology and received by way of mobile devices 

• Interactive services and applications provided by TV service providers 

• Broadcasting content 

• Journalistic ethics 

• Accessibility issues, such as closed captioning and described video 

• Simultaneous substitution (when a TV distributor temporarily replaces the signal of one TV channel with that of another channel showing the same program at the same time) 

• Customer-owned equipment or wiring 

• Pricing of products or services 

• Infrastructure issues, such as rights of way, plant, pole, or towers 

• Claims of false and misleading advertising 

• Privacy issues 

Applicable Codes 

The Television Service Provider Code of Conduct 

The CRTC Television Service Provider Code (TVSP Code) is administered by the CCTS. This mandatory code applies to all licensed TV service providers and their brands and affiliates.  Highlights include requirements for TV service providers to: 

• Provide customers with their written agreement and related documents in plain language 

• Ensure that prices, additional charges and the duration of promotional offers set out in the written agreement are clear 

• Provide customers with a time frame and information on any potential charges regarding service calls for installations and repairs 

• Give 30 days’ notice to customers in the event of a change in price of channels, bundles of channels or rental equipment 

Ready to submit a complaint? 

If you’ve already tried to resolve an issue with your service provider but were unsuccessful, you can submit a complaint with the CCTS.