Canadian consumers can now file unresolved TV service complaints with the CCTS

Ottawa (August 30, 2017) – As of September 1, the mandate of the Commission for Complaints for Telecom-television Services (CCTS) is expanding to give consumers recourse for complaints about subscription TV services.  CCTS has been helping Canadians resolve their complaints about wireless, internet and home phone services since 2007.

Customers unable to resolve a dispute directly with their service provider will be able to file a complaint with the CCTS, provided  that the issue being complained about occurred after September 1, the date that most TV service providers are required to begin participating in the CCTS.

In addition, the CCTS will administer the CRTC’s TV Service Provider Code, which also takes effect on September 1.  The Code provides consumers with various rights in connection with their TV service subscriptions.

The CCTS dispute handling process is impartial and free of charge for consumers. Complaints can be filed online using an interactive questionnaire.

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“The expansion of our mandate to include TV services gives consumers recourse to an independent and impartial dispute-resolution mechanism that did not previously exist.  Given the large number of Canadians that subscribe to a telecom service and a TV service, often in a bundle from the same provider, this makes very good sense,” said CCTS Commissioner, Howard Maker. “The TV Service Provider Code will also set some minimum standards on which consumers can rely in the purchase and delivery of subscription TV service. This is a big step forward for consumers.”

About the CCTS

We are Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. Let’s talk solutions! www.ccts-cprst.ca

Contact

Monette Gauvreau, Communications Officer

Office: 613-688-3283 | Toll free: 1-855-512-9783 | communication@ccts-cprst.ca

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