Ottawa (October 10, 2024) – In recognition of Ombuds Day, which celebrates ombuds services and their work to resolve complaints in a fair and impartial manner, the Commission for Complaints for Telecom-television Services (CCTS) is pleased to announce a new initiative: the launch of the Investigation Findings Library. This resource offers dozens of anonymized complaint decisions that demonstrate how the CCTS handles complaints through formal investigations.
“Transparency is at the heart of what we do,” says Howard Maker, Commissioner and CEO of the CCTS. “As Canada’s independent ombuds service for the telecom and TV industry, we are excited to provide this tool to enhance visibility into our complaint-handling and decision-making processes.”
The CCTS investigates and prepares an Investigation Finding when a complaint cannot be resolved to the mutual satisfaction of the customer and the service provider. Individual facts, circumstances, and issues of a complaint are investigated and summarized in a written Finding. Investigation Findings contain the analysis and assessment of the complaint, plus any remedies that may be required to address the issue.
The Investigation Finding Library contains curated reports of complaints where resolution between the customer and service provider was not possible, highlighting how the CCTS approaches its investigations. The library is easy to use, with search features to help users find relevant information quickly. The Investigation Findings Library initiative reflects the CCTS’ ongoing commitment to transparency and fairness in our work. More Findings will be added regularly to this online database starting in the fall 2024. Visitors are encouraged to learn more at: https://bil.ccts-cprst.ca/
About Ombuds Day
The word “ombudsman” is Scandinavian and means “representative” or “proxy”. Ombuds Day (the second Thursday of October) is an internationally recognized day dedicated to celebrating all ombuds services – both public and private sector – who work to resolve complaints in a confidential, impartial and independent manner. While each ombuds office has a different mandate, they all share a common purpose: they advocate for the principles of fairness and equity. Ombuds Day serves as an additional opportunity to educate and raise awareness among the public about the ombuds profession including the roles ombuds services play, the services offered, and the value provided.
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 190,000 complaints. Remarkably, 9 out of 10 customers find a satisfactory resolution through our service, and most of those within 20 days of filing a complaint.
Media contact:
Glen Ashworth, Manager, Communications
communications@ccts-cprst.ca