Ottawa (February 2, 2023) – The Commission for Complaints for Telecom-television Services (CCTS) confirmed today that service provider Net2Web Inc. (Net2Web) has failed to join the telecom complaints-handling organization, contrary to a mandatory order from the Canadian Radio-television and Telecommunications Commission (CRTC) requiring it to do so.
Participating in the CCTS is a regulatory requirement imposed on service providers by the CRTC, the industry regulator. This requirement exists so that the customers of service providers have recourse to the CCTS’ independent complaint-handling mechanisms in the event of a dispute with their provider. When a service provider is not already a participant of the CCTS, there are two circumstances which trigger the CRTC’s regulatory requirement to sign up: when a customer submits a complaint, and when licensed TV service providers are mandated to do so by the CRTC.
The CCTS received an in-scope customer complaint about Net2Web in March 2020. The CCTS informed Net2Web of its regulatory obligation to join the organization and advised that they would refer the matter to the CRTC for enforcement should they not join within 30 days. Despite the CCTS’ repeated attempts to facilitate Net2Web’s participation, Net2Web did not join the CCTS. In June 2020, the CCTS referred the matter to the CRTC for further action.
After launching a public proceeding, the CRTC published a decision on November 28, 2022, stating that Net2Web’s failure to join the CCTS violated the Telecommunications Act. The CRTC ordered Net2Web to join the CCTS within 60 days — by January 27, 2023. Since then, the CCTS has made numerous attempts to facilitate Net2Web’s participation. As of today, Net2Web has not joined the CCTS, and the CCTS has notified the CRTC.
- Read more about the CRTC’s Decision on Net2Web here.
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About the CCTS
The CCTS is Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge. This year, the CCTS celebrates 15 years of helping Canadians. To date, we have handled over 150,000 complaints – most resolved within 30 days.
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