CCTS releases 2019-20 Annual Report

CCTS records a 19% decrease in complaints


Ottawa (November 30, 2020) – Today, the Commission for Complaints for Telecom-television Services (CCTS) released its 2019-20 annual report, showing an overall 19% decrease in consumer complaints between August 1, 2019 and July 31, 2020.

Report highlights:

  • Consumers filed 15,868 complaints
  • CCTS continues to successfully resolve nearly 9 out of 10 complaints
  • Complaint frequency by service (highest to lowest): wireless, internet, television, local phone
  • Most common complaints: Billing followed by disclosure issues
  • Wireless Code breaches increased 16% this year

The CCTS began administering the CRTC-issued Internet Code in January 2020. The new Code was designed to make it easier for customers to understand service contracts, plan prices and promotions.

“In spite of challenges presented by the COVID-19 pandemic, I am proud to report that the CCTS dispute resolution process has continued uninterrupted” said Howard Maker, CCTS’ Commissioner and CEO.  “We continue to be a voice for consumers and offer trusted advice to service providers to facilitate ongoing improvements in accountability and transparency for Canadians.”

While it’s too early to know the full impact of the pandemic on consumer complaints, we know the vast majority of Canadians are working from home and as a result, the CCTS is seeing an increase of complaints about the quality of home internet services between March and July 2020.

Customers who are unable to resolve an issue directly with their wireless, internet, TV or phone service provider can file their complaint online for free at