The Canadian Radio-television and Telecommunications Commission today announced that Canadians will be able to turn to the Commissioner for Complaints for Telecommunications Services (CCTS) for help in resolving issues about their television service providers. All licensed television service providers will have to become members of the CCTS by September 1, 2024.
The CRTC had previously announced that the CCTS would administer the new Television Service Provider Code when it comes into effect. This Code will help Canadians make more informed choices about their television service providers and resolve disputes in a fair and effective manner.
The CRTC has also confirmed the continued participation of Telecommunications Service Providers as members of the CCTS.
As a result, if a Canadian cannot resolve a complaint with a communications service provider – regardless if it is a television service provider, Internet service provider, wireless service provider or telephone service provider – the CCTS will become the single point of contact for obtaining a resolution.
The CCTS is required to promote its services and measure its public awareness activities, ensure that its services and website are accessible to all Canadians, improve the transparency of its operations and monitor the compliance of service providers with their obligations as participants.
The CCTS is an independent organization that currently helps customers of communications service providers to resolve complaints. The organization handles over 10,000 complaints each year. It can require communications service providers to provide customers compensation in addition to any amount to be refunded to correct a billing error.