The CCTS Terminates Participation of InnSys Inc. for Non-Compliance

InnSys Inc. in breach of obligations to customers and ombudsman  

Ottawa (November 15, 2023) – The Commission for Complaints for Telecom-television Services (CCTS) has terminated the participation of service provider InnSys Inc. (“InnSys”) for failing to comply with a number of mandatory requirements. The termination by the CCTS puts InnSys in violation of the Canadian Radio-television and Telecommunications Commission’s (CRTC) regulatory requirement to participate in the CCTS, which gives customers the right to recourse when they have a dispute with their telecommunications or TV service provider.

The CCTS publicizes this information to ensure that consumers have relevant information when choosing service providers.

Overview: InnSys is an Ontario-based service provider that offers internet and phone services. The telecom company  has a history of not participating in good faith with the CCTS’ complaint-handling processes by failing to respond to the customer complaint or to CCTS’ requests for information. In addition, InnSys is in breach of its obligation to include information about the CCTS on its website to ensure its customers are aware of their option to use the CCTS’ third-party complaint-handling services. InnSys also failed to pay CCTS fees over several years, despite multiple attempts from the CCTS to collect. The CCTS has attempted to engage InnSys to address these long-standing compliance issues several times since 2018, but InnSys continues to not respond to the CCTS, demonstrating its refusal to participate.

“Our goal is to ensure that all service providers play by the rules, so that the issues that customers experience are promptly and fairly addressed.” said Janet Lo, Assistant Commissioner, Legal, Regulatory & Stakeholder Affairs. “We have made efforts over several years to communicate with InnSys and work with it to resolve these issues. InnSys has not only failed to address its non-compliance, but it has failed to respond to the CCTS at all, leaving us with no choice but to terminate its participation in the CCTS and refer it to the CRTC for further action. Consequently, InnSys’ customers are denied the right to benefit from the CCTS’ free complaint-resolution process.”

The termination of InnSys’ participation in the CCTS puts it in violation of the CRTC’s mandatory participation requirement. As required, CCTS has referred this matter to the CRTC for further action.

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. 

To date, CCTS has handled over 150,000 complaints – most 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! 

Mathieu Pierre Dagonas,
Director, Communications and Stakeholder Affairs