ISED Telecom Policy Direction

Ottawa (February 17, 2023) – On February 13, 2023, the Government of Canada finalized its telecommunications policy direction to the Canadian Radio-television and Telecommunications Commission (CRTC), placing consumer rights at the forefront of future CRTC decisions. The policy direction directs the CRTC to enhance consumer rights in a number of areas, including strengthening the Commission for Complaints for Telecom-television Services’ (CCTS) ability to fulfill its mandate.

The CCTS acknowledges the new policy direction, which supports strengthening the role and mandate of the CCTS. The new direction confirms the importance of consumers’ right to redress and affirms the important role that the CCTS plays for telecommunications consumers.

Since its inception, the CCTS has helped consumers and service providers resolve over 150,000 complaints, resolving 9 out of 10 cases within 30 days, free of charge. These results are a testament to our commitment to provide efficient and effective dispute resolution services. In addition, the CCTS has a robust compliance program that monitors and promotes service provider compliance with our rules and participation requirements.  The CCTS undertakes various activities to promote public awareness of the CCTS’ services, including outreach campaigns, consultations with civil society and consumer groups, annual reports, and requiring participating service providers to make their customers aware of the CCTS through various activities.

The CCTS remains committed to working with stakeholders to promote a fair telecommunications market that protects and empowers consumers. The CCTS will continue to enhance our complaint-handling process, compliance efforts and public awareness initiatives to reinforce our mission of helping consumers and service providers resolve disputes.

The CCTS is committed to our ongoing efforts to help telecom and television service providers meet the communications needs of consumers.

Note: In July 2022, the CCTS submitted comments to the Government of Canada’s consultation on the proposed Policy Direction, which can be found here.

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.

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!


Mathieu Pierre Dagonas,
Director, Communications and Stakeholder Affairs