CCTS Updates Annotated Guide to CRTC Wireless Code

Ottawa, September 22, 2016 – The Commissioner for Complaints for Telecommunications Services (CCTS) today issued an updated annotation of the Canadian Radio-television and Telecommunications Commission’s (CRTC) Wireless Code of Conduct.

At the request of the CRTC, CCTS has been administering the Wireless Code since it came into effect in December 2013. This means that CCTS applies the Code to resolve complaints it receives from wireless customers, and in so doing interprets provisions of the Code that are unclear.  CCTS also tracks and reports on violations of the Code. In conjunction with the CRTC’s recent launch of a proceeding to review the Code, CCTS released its most up-to-date version of the Guide to the public.

“At CCTS, we take our role as Code administrator very seriously” said CCTS Commissioner Howard Maker.  “We know that the industry, consumers, and the regulator are all interested in what we are seeing when it comes to complaints that raise Code-related issues.” Not only does the updated Guide serve to further increase transparency, it also allows all wireless service providers and their customers to gain a better understanding of CCTS’ approach.

Included in the revised Guide is an explanation of CCTS’ role as Code administrator, updated annotations, and additional case summaries. Readers will also be able to more easily identify case summaries with confirmed breaches and those without. CCTS will continue to update the annotation from time to time to ensure that current issues and trends are made known to consumers, providers, and the regulator.

The updated annotation 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