EasyVoice Telecom Inc. in breach of obligations to customers and industry ombuds
Ottawa (March 4, 2026) – The Commission for Complaints for Telecom-television Services (CCTS) has terminated the participation of service provider EasyVoice Telecom Inc. (EasyVoice) for depriving six customers of remedies required by the CCTS in six investigations. The termination of participation puts EasyVoice in violation of the Canadian Radio-television and Telecommunications Commission’s (CRTC) regulatory requirement to participate in the CCTS. As a result, EasyVoice customers with unresolved issues no longer have access to CCTS’ independent complaint handling process.
The CCTS is making this information public to fully inform current and prospective customers of EasyVoice’s breach of its customer responsibilities and its failure to comply with regulatory obligations.
About the service provider and the compliance issues
EasyVoice is an Ontario-based service provider that offers long-distance calling and home phone services. EasyVoice customers complained about issues such as loss of service, cancellation requests being ignored, and being billed after cancelling or when no service was being delivered. The CCTS issued findings after investigations into six customer complaints, and required that EasyVoice provide remedies to each customer. EasyVoice was unresponsive to the CCTS’s repeated attempts to contact them. The CCTS investigations required EasyVoice to fix the problems, such as honouring the customer cancellation and refunding customers for improper charges. These EasyVoice customers confirmed they did not receive their required remedies. Participating service providers must implement remedies prescribed by the CCTS.
“Our goal is to ensure that all service providers play by the rules, so that customer problems are promptly and fairly addressed. By failing to do so, EasyVoice has effectively denied its customers the right to benefit from the CCTS’ free and independent complaint-resolution process.” said Janet Lo, Assistant Commissioner, Legal, Regulatory & Stakeholder Affairs. “We have made several efforts to communicate and work with EasyVoice to resolve these issues. EasyVoice has not resolved them, leaving us with no choice but to terminate its participation in the CCTS and refer it to the CRTC for further action.”
About the Commission for Complaints for Telecom-television Services (CCTS)
The CCTS is Canada’s national, independent organization that helps resolve disputes between telecom and TV service providers and their customers. It works to ensure providers meet their obligations and to resolve complaints fairly and efficiently, in accordance with industry rules set by the CRTC. The CCTS has industry-wide participation, working with over 400 service providers. Since its inception in 2007, the CCTS has terminated the participation of 7 providers for non-compliance. The CCTS offers impartial, effective, and free complaint resolution services to consumers. Telecom and TV customers who are unable to resolve a dispute with their service provider can find more information or file a complaint at ccts-cprst.ca.
Media contact
Nasha Brownridge, Director, Communications and Stakeholder Affairs, Communications@ccts-cprst.ca
Start a Live Chat