A new report shows that many Canadian telecom and TV providers are still falling short when it comes to telling customers about the free help available through the Commission for Complaints for Telecom-television Services (CCTS). This data was revealed in the 2024 Compliance Report Cards released by the CCTS on Tuesday.
According to the 2024 report, 28% of audited telecom and TV providers had no information about the CCTS on their websites. Among those with a website search feature, nearly half failed to return any results when customers searched for “CCTS.” Despite being notified, five companies—iTeraTEL, Caztel, Netfox, Securenet, and TeleMart—remained non-compliant.
Essentially, the CCTS helps Canadians resolve complaints about phone, internet, and TV services if they can’t fix the problem with their provider directly. But customers can’t make a complaint if they aren’t informed about their options. Why would telecoms want CCTS escalation right?
“Canadians with unresolved phone, TV, or internet service complaints should be made aware of the CCTS by their providers,” said Janet Lo, Assistant Commissioner for Legal, Regulatory and Stakeholder Affairs at the CCTS, in a statement to iPhone in Canada. “Providers have a responsibility to inform customers about the CCTS on their websites, customer bills, and through their escalation processes. This year’s report cards show some progress on website information, but customers are still telling us that they are not being informed by their providers.”
The report also flagged several other issues. In one case, a provider threatened to cancel a customer’s bill credit after they filed a complaint with the CCTS, which obviously is a big no-no. The CCTS stepped in, and the provider backed down. Also, nine providers failed to follow through on complaint resolutions they had previously agreed to, but all cases were resolved after the CCTS intervened. On the financial side, 74% of providers submitted the required financial information, and all were expected to pay their CCTS fees on time.
“Effective and efficient complaint handling benefits everyone involved — customers, service providers, and the CCTS,” explained Lo. “Many providers are willing to work with the CCTS to better understand and resolve issues. It is essential that customers have access to a fair process and receive support from the CCTS when their telecom or TV concerns remain unresolved.”
Back in April, the CCTS released its mid-year report, proclaiming Telus topped the list of most complained-about providers, accounting for nearly 20% of all complaints filed
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