The CCTS releases new five-year Strategic Plan and charts path forward

Ottawa (September 4, 2024) – The Commission for Complaints for Telecom-television Services (CCTS) has released its new 2024-2029 Strategic Plan, setting the direction for how the organization will approach its work over the next five years to enhance service delivery and build stronger relationships with stakeholders.

“This new five-year plan is a roadmap for the CCTS to continue delivering exceptional complaint resolution that strengthens Canada’s telecommunications and television landscape,” states Howard Maker, Commissioner and CEO of the CCTS.

The development of the new plan involved broad stakeholder consultation which generated valuable input from consumer and accessibility groups, service providers, the CRTC and our own staff. The new strategic plan identifies several key principles that the CCTS will use to guide its work, and refreshes the organization’s vision, mission, and values. “We are re-affirming our commitment to being focused on providing unbiased, fair, and responsive complaint resolution services that are accessible for all consumers,” states Mr. Maker.

The plan builds on the progress made over the past several years in three overarching priorities:

  • Service Excellence: delivering reliable, efficient, and high-quality complaint resolution services
  • Organizational Effectiveness: strengthening and securing organizational capacity, structure, and resilience
  • Stakeholder Value: fostering collaborative and value-driven relationships with stakeholders

“Looking ahead, the plan sets the stage to further strengthen our organization, support our people, and improve how the CCTS works with consumers and telecom and TV industry service providers to resolve complaints,” concludes Mr. Maker.

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 handled over 175,000 complaints. Remarkably, 9 out of 10 customers find a satisfactory resolution through our service, often within 20 days of filing a complaint.

Media Contact: Mathieu Pierre Dagonas, Director, Communications and Stakeholder Affairs, communications@ccts-cprst.ca