A NEW ERA: CCTS Announces Major Transformation of its Services

Customers will be able to seek resolutions to phone, TV and internet complaints more quickly and effectively than before 


Today, the Commission for Complaints for Telecom-television Services (CCTS) unveils its updated complaint-handling process. Service delivery is at the core of our organization. Our responsive dispute-resolution process offers fair, independent, and timely outcomes that help both consumers and service providers, and builds overall confidence in the telecom and TV sector.  

In 2019, we started on a journey to review the CCTS’ service delivery mechanisms to continuously improve our service effectiveness, efficiency, and transparency to customers and service providers. We undertook a thorough review of our complaint-handling processes, complaint fee model and other business processes, like how we connect and engage with stakeholders. Our review identified opportunities to improve our service delivery through process and technology changes. This is the most significant modernization project in our organization’s 15-year history! Many of these changes came about with thoughtful input from a range of stakeholders, including consumer advocacy groups, service providers, CRTC staff, and our employees.  

 “We have worked tirelessly to make our complaint-handling services more effective, efficient, and transparent for customers and service providers,” said Howard Maker, Commissioner and CEO of the CCTS. “These transformative efforts build on our team’s track record of resolving nearly 9 out of 10 complaints. We remain committed to offering outstanding service, and we are excited to see how these changes improve our services.” 

These changes will enhance our service delivery to customers and service providers. Our complaints process is being streamlined and simplified to get complaints resolved more quickly, and stakeholders will have increased transparency about how we make decisions about complaints. Just as stakeholder input was valuable through our review process, we will continue to engage with stakeholders through the implementation of these changes and welcome all feedback.  

To date, the CCTS has helped resolve over 150,000 complaints fairly and free of charge – with most complaints often 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! 

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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. 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