TV mandate

Effective September 1, 2017, we can help consumers (but not small business TV customers) with a range of complaints about subscription TV services provided by cable, Internet Protocol television (IPTV) and national satellite direct-to-home (DTH) TV service providers.

We can accept TV complaints only when the facts leading up to the complaint occurred on or after September 1, 2017.

The CRTC Television Service Provider Code (TVSP Code) is administered by the CCTS. 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
  • offer Canadians with disabilities a 30-day trial period

 

Exclusions

For information about the services and issues we cannot help you with, visit the Exclusions page.

Is my TV service provider required to join the CCTS?

The CRTC decides which TV service providers must join CCTS, and when.  Below is a table which identifies the TV providers which must join the CCTS, and the date by which they must do so.  You can file a complaint with the CCTS about any of them, provided that the problem causing the complaint occurred after the date the service provider is required to join the CCTS.

TVSP / Brand Date required to join CCTS
872580 Ontario Inc. 01/10/2017
Access Communications 01/09/2017
Amtelecom LP 01/09/2017
Atop TV 01/09/2017
Beanfield Technologies Inc. 01/09/2018
Bell Fibe 01/09/2017
Bell Fibe (Ontario) 01/09/2017
Bell Fibe (Maritime) 01/09/2018
Bell Fibe (Quebec) 01/09/2017
Bell FibreOP 01/09/2018
Bell MTS 01/09/2017
Bell Satellite TV 01/11/2017
Cablevision 01/09/2017
CipherTV 01/09/2017
Cogeco Connexion Inc. (Ontario) 01/09/2017
Cogeco Connexion Inc. (Québec) 01/09/2017
ColbaNet Telecom Inc. 20/09/2017
Compton Communications 01/09/2017
Comwave 01/09/2021
Eastlink 01/09/2017
Kincardine Group 01/09/2017
K-Right Communications Inc. 01/09/2017
Mascan Cable 01/09/2017
maxTV™ 01/09/2017
Northwestel Inc. 01/09/2017
Omega Cable 01/09/2017
Optik TV 01/09/2017
People’s Tel LP 01/09/2017
Persona Communications Inc. 01/09/2017
Raftview 01/09/2019
Rangtel 15/04/2019
Rogers 01/09/2017
Shaw Cable 01/09/2017
Shaw Direct 01/11/2017
Source Cable 01/09/2017
Télébec 01/09/2017
TELUS Pik TV 01/09/2017
TELUS Satellite TV 01/09/2017
Ukee Cable 01/09/2017
Vidéotron s.e.n.c. 01/09/2017
Vmedia 01/09/2017
YourLink BC 01/09/2017
Zazeen 01/09/2019