Television
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