As a TV service ombudsman, we can help consumers (but not small business TV customers) with a range of television complaints, and how to file complaints about cable companies 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 and filing a complaint about television company (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

How to file a complaint about cable companies and 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