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 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.