Skip to Content
PSP Login
Contact us
Français
Search
Search
Skip to Content
Home
About CCTS
What We Do
A Short History
Leadership Team
Mission, Vision and Values
Governance
2024-2029 Strategic Plan
Regulatory and Corporate History
Structure and Funding
Board of Directors
CCTS By-law
Careers
Careers at the CCTS
Current Opportunities
Consumers
Telecom and TV Complaints
Online Complaint Form
Complaint Resolution Process Explained
Information We Need to Help You
Methods of Submitting a Complaint
How we can help
Internet
Wireless and Phone
Television
Accessibility
Accessibility Plan
CCTS Integrated Accessibility Policy
Resources and Help
Consumer Organizations
Frequently asked questions
Industry
Participating Service Providers
Non-Compliant Providers
Participating Service Provider Compliance
Developing Public Awareness of the CCTS
2016 Public Awareness Survey
Industry Associations
News
Codes, Stats & Reports
Tracking CRTC Code Breaches
Investigation Findings Library
Wireless Code
Annotated Guide to the Wireless Code
Deposit and Disconnection Code
Annotated Guide to the Deposit and Disconnection Code
Television Service Provider Code
Internet Code
The CCTS Procedural Code
Annotated Guide to the Procedural Code
Reports
Annual and Mid-Year Reports
Performance Standards
Performance Report
Compliance Report Cards
PSP Login
Contact Us
Search:
Search
Stakeholder Relations
Home
Stakeholder Relations
Complaint Handling
1. Introduction to Complaint Handling
1. Introduction to Complaint Handling
A. Our Complaint Handling Process explained
1. CCTS’ Customer Relations
1.1 Triage & Handling
1.2 Assessment (Triage)
1.3 Complaint Accepted (Handling)
2. Investigations
2.1 Informal Resolution
2.2 Investigation
2.3 Recommendation
2.4 Decision
B. Participation and Cooperation Expectations
What you can expect from us
What we expect from Participating Service Providers (PSPs)
What we expect from complainants (“the customer”)
C. The PSP Portal
What is the PSP Portal?
How to communicate with us
How the PSP Portal works with the complaint handling process
Introduction to Using the PSP Portal
Instruction Modules
Complaint Handling
1. Introduction to Complaint Handling
2. Handling (Level 1)
3. Investigations (Level 2)
Appendix 1 – Checklist – Unresolved Response
Appendix 2 – Reference Chart – Supporting Documentation
Case Studies
Start a Live Chat
Start a Live Chat