CCTS Files Comments Regarding the Wireless Code’s Effectiveness

Ottawa, October 4, 2016 – The Commissioner for Complaints for Telecommunications Services (CCTS) has responded to the Canadian Radio-television and Telecommunications Commission’s (CRTC) call for comments regarding the effectiveness of the Wireless Code of Conduct. CCTS has been the Code administrator since the Code was launched in December 2013.

CCTS applies the Code to resolve complaints that it receives from wireless customers, and also tracks and reports publicly on Code violations by wireless service providers. “Our unique experience as both the industry complaint resolution body and Code administrator provides us with insight into the degree to which the rights and responsibilities detailed in the Wireless Code are understood by wireless providers and consumers, as well as the manner in which providers are implementing and applying the Code requirements,” said CCTS Commissioner and CEO Howard Maker. CCTS’ filing provides the CRTC with data and commentary based on its extensive experience administering the Code. “By submitting our comments, we hope to shed light on the Code-related issues we’ve encountered over the years and bring these issues to the attention of the regulator, the industry, and consumers,” said Maker.

The CCTS filing includes comments on the evolution of the wireless market since the Code’s implementation, the content and wording of the Code, consumer awareness of the Code, as well as the Code’s effectiveness and the manner in which it should be reviewed going forward.

CCTS’ comments regarding the Wireless Code of Conduct can be viewed here.


About the Commissioner for Complaints for Telecommunications Services (CCTS)

Since July 2007, CCTS has provided consumers with an independent and impartial mechanism for the resolution of complaints about deregulated local and long distance telephone services, as well as wireless service and internet access. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. Visit our website at

For more information: Commissioner for Complaints for Telecommunications Services,, toll free: 1-855-512-9783