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

Compliance with Contract terms and commitments (but not the contract terms themselves)

• cable company complaints regarding whether there is a contract, what is included in a contract or how the contract should be interpreted
• television service disputes about whether the provider’s conduct meets its contractual obligations
• misunderstandings about the particulars of a contract or term
• missed installation dates
• missed technician appointments for repairs

Television billing disputes and errors (but not the price of the service itself)

• having agreed to one price and subsequently being charged more
• being overcharged due to either a billing system error or a price that is different than advertised
• being billed for per-use services which they claim they did not use
• being billed past the requested cancellation date

Television Service Delivery

• TV/receiver periodically cutting out
• channels not working
• internet cutting off while the TV is turned on
• cable TV, IPTV, or DTV service issues

Credit Management

• security deposits
• payment arrangements
• collections treatment of accounts

 

Exclusions

Exclusions from our television mandate include:

• 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 (including streaming services like Netflix, Disney +, Crave, etc.)
• interactive services and applications provided by TV service providers
• broadcasting content
• journalistic ethics
• accessibility issues, for example 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)
• equipment
• inside wiring
• pricing of products or services
• rights of way
• plant, including (without limitation), poles, towers conduits, trenches and other support structures
• claims of false and misleading advertising
• privacy issues

 

The Television Service Provider Code of Conduct

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