Ottawa (August 31, 2023) – The Commission for Complaints for Telecom-television Services (CCTS) is pleased to reinstate ICA Microsystems Inc (ICA) as a Participating Service Provider (PSP), following its expulsion in April 2023 due to non-compliance with mandatory participation requirements. ICA has fixed the outstanding issues, specifically by demonstrating that it fully implemented CCTS’ Decision by refunding the small business customer and cancelling improperly invoiced charges, updating its website to include required information about the CCTS and paying its outstanding fees to the CCTS.
ICA’s readmission to the CCTS comes as a result of collaborative efforts with the Canadian Radio-television and Telecommunications Commission (CRTC), after the CCTS referred the matter to the CRTC. The CCTS’ compliance program strives to promote service provider compliance with its rules, as is expected by the CRTC, the industry regulator. The CCTS’ rules allow it to investigate complaints efficiently and effectively. These rules also ensure that consumers receive any required remedies that result from the complaint-handling processes. Upholding the customer’s right to redress stands as a key pillar of consumer protection for telecommunications consumers.
The CRTC requires all Canadian telecom and licensed residential TV service providers to participate in the CCTS. The expulsion of any participating service provider from the CCTS puts it in violation of the CRTC’s mandatory participation requirement.
“We are glad to see that ICA complied with its obligation to refund the customer for charges that we determined to be improper,” said Janet Lo, Assistant Commissioner, Legal, Regulatory & Stakeholder Affairs at the CCTS. “This case underscores the importance of service provider participation in an ombudsman program like ours, which offers a free, independent dispute resolution for telecom consumers in Canada. Consumers in Canada can feel reassured knowing that when we tell a provider what it needs to do to fix an issue, the service provider must implement these remedies.”
As ICA has rejoined the CCTS, its customers can now access recourse and submit complaints to our free, independent, and impartial complaint handling services.
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. Telecommunication and television service providers that offer services within the mandate of the CCTS must participate. The CCTS has industry-wide participation, with over 400 service provider participants.
To date, CCTS has handled over 150,000 complaints – most resolved within 30 days. Customers are encouraged to reach out to us for help if they are unable to resolve a dispute with their service provider. Let’s talk solutions!
Contact
Mathieu Pierre Dagonas, communications@ccts-cprst.ca
Director, Communications and Stakeholder Affairs
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