Vision

Exceptional complaint resolution that strengthens Canada’s telecommunications and television landscape.

Mission

To provide impartial, fair, and effective complaint resolution services, data, and insights to telecommunications and television consumers and service providers.

Values

Excellence — We are committed to the continuous improvement of our organization through regular self-reflection and professional growth.

Integrity — We hold each other to the highest standards of professionalism and honesty in all aspects of our work.

Resolution-Driven — We are dedicated to resolving complaints through a consistent, thorough, and timely service.

Collaboration — We are committed to listening to and working with consumers, service providers, and our colleagues to achieve shared goals.

Respect — We strive to create an environment in which all perspectives and viewpoints are heard and valued.

Our Operating Principles

Standards that our staff will carry forward in their work as they represent the CCTS and deliver on our mandate.

• Effective — Using appropriate processes for the dispute in question, we deliver fair resolutions in a reasonable time frame.
• Rigorous — We carefully analyze disputes, ensure that we fully understand the positions of the parties, and explain our outcomes clearly and logically.
• Competent — We understand technology issues, act professionally, and show good judgment.
  Unbiased: In keeping with our role as a completely independent arbiter of disputes, we take no side in any dispute.
• Fair — We assess the scale and scope of disputes, apply fair process appropriate to the nature of the dispute, and deliver balanced and reasonable outcomes when required to do so.
• Responsive — We strive to create an environment in which all perspectives and viewpoints are heard and valued.
• Accessible — All consumers, including those with disabilities, can reach us easily and make use of our processes.