Canadians Can File TV Disputes with the CCTS Starting Sept. 1


This Friday marks the launch of the Television Service Provider Code in Canada, which will let Canadians file TV service complaints with the Commission for Complaints for Telecom-television Services (CCTS). The latter will carry out the Code, which was created “to help Canadians make informed choices about their television service provider and resolve disputes in a fair and effective manner,” explains the CRTC.


TV providers will be required to do the following as of September 1, 2017, according to the CRTC:

  • Provide customers with a Critical Information Summary and a copy of the agreement which includes a list of channels or packages they subscribe to, their monthly charges for services, the commitment period and how to file complaints.
  • Clearly set out the duration of promotional offers, the regular price once any discounts end, and any obligations placed on a consumer if they accept the offer, such as a minimum commitment period.
  • Provide customers with a timeframe and information on any potential charges regarding service calls for installations and repairs.
  • Give thirty days’ notice to consumers in the event of a change in price of channels, bundles of channels or rental equipment.

Judith A. LaRocque, Chairperson and Chief Executive Officer of the CRTC, said in a press release, “Canadians will be more empowered in their relationships with television service providers. Starting September 1, they will have access to information about their packages in a clear and easy-to-understand format.”

Last year, the CRTC authorized the CCTS to handle TV service provider complaints, on top of handling disputes with internet, phone and wireless providers, unifying what the organization handles when it comes to complaints.

The CCTS is an independent organization, with powers to resolve issues related to billing, service delivery, contract terms and credit management, plus can also require providers to compensate customers, on top of amounts related to billing errors.

Let us know if you’ll be filing any TV complaints with the CCTS, starting this Friday.


  • Bill___A

    I am thinking to file a complaint about Shaw Cable’s excessive self promotion on many or all channels which they do to a point where they are negatively affecting the quality of the channel. Some of their employees allege that Shaw pays for the ads and they are carried on all feeds (Like Telus Optik, etc.) but I have found this to be not true. Although many of Shaw’s ads are tasteful, one should not have to endure hundreds of them each and every day.
    It is indeed odd that we pay a company to deliver channels to us, and then they compromise the quality of the product by excessively advertising to us to buy something which we have already purchased from them….

  • Tony Scicchitano

    Wake me when they can help me get HBO without a TV subscription.

  • nando

    You watch commercials? Haven’t seen one in years.

  • erth

    they have this thing now, a DVR. try it. you will never watch a commercial again. the only thing i watch live is sports.

  • Amtoine Grant

    Isn’t that what HBO Now is?

  • Biggy204

    There’s the “illegal” Android TV’s just install 1 app and boom free HBO no payed subscriptions or anything ???? but it is Supposedly illegal hence why Amazon can’t even sell their own Fire TV/Sticks in Canada.

  • Rob Raymond

    You need to subscribe to a TV provider in order to get it.

  • Rob Raymond

    I tried to submit a complaint about it and came back with the attached message.