CRTC Releases Decision on CCTS Five-Year Review

Ottawa, March17, 2016 – The Commissioner for Complaints for Telecommunications Services (CCTS) acknowledges the release this morning by the Canadian Radio-television and Telecommunications Commission’s (CRTC) of the decision in the proceeding it held last fall to review the structure and mandate of CCTS.

The decision is highlighted by the extension of CCTS’ mandate effective September 2017 to include complaints about television services provided by cable, internet protocol (IPTV) and satellite providers, at the same time as CCTS will also begin to administer the CRTC’s TV Service Provider Code of Conduct. The decision also features a requirement for the continued participation of all Canadian telecom service providers in CCTS.

“We appreciate the time taken by the CRTC to consider the submissions of CCTS, consumers, consumer advocacy groups and telecom service providers,” said CCTS Commissioner Howard Maker. “We all share the objective of making CCTS the best possible dispute-resolution provider that it can be. The addition to the mandate of complaints about TV services will provide Canadian consumers with single window access for problem-solving. This is an important accomplishment given that so many Canadians receive their telecom and TV services from the same provider, often bundled together.”

In its decision, the CRTC reconfirms that CCTS “…provides a valuable service to Canadian consumers” and it anticipates that CCTS will continue to do so. CCTS will analyze this lengthy and detailed decision in order to determine the appropriate next steps. “We are pleased to have the continuing opportunity to assist Canadian consumers, as well as the support of our stakeholders,” said Maker.


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 To schedule an interview with the Commissioner, or for more information, please contact us at: Commissioner for Complaints for Telecommunications Services Email: Toll free: 1-855-512-9783 Twitter: @ccts_cprst Facebook: Commissioner for Complaints for Telecommunications Services