CRTC Wants You to Complain About Telecom Complaints — Again

The Canadian Radio-television and Telecommunications Commission (CRTC) is once again asking Canadians for feedback—this time on when and how telecom and TV providers should tell customers about the Commission for Complaints for Telecom-television Services (CCTS).

The move is meant to make it easier for people with unresolved issues, like billing mistakes or contract disputes, to find help sooner. Comments are open until November 17, 2025.

But here comes yet another consultation that likely won’t fix much. The CRTC has held multiple rounds of public feedback over the years while customer complaints about poor service and long waits for resolution continue to pile up.

“We want to help Canadians resolve their complaints faster. To do that, they need to know about the CCTS. Through this consultation, the CRTC is considering stronger requirements on when and how service providers tell their customers about the CCTS,” said CRTC chairperson and CEO Vicky Eatrides on Friday.

The CRTC says its research shows only two percent of people with unresolved complaints found out about the CCTS from their provider, despite rules already requiring companies to inform customers. The CCTS is an independent organization that helps resolve problems between consumers and their internet, wireless, or TV service providers, using consumer protection codes like the Internet Code, Wireless Code, and TV Service Provider Code.

The regulator also plans to hold another consultation to merge these codes into one simpler rulebook. Canadians can take part in the current consultation by filling out an online form, writing to the CRTC’s Secretary General in Gatineau, sending a fax (yes, fax) to 819-994-0218, or submitting a sign language video link through the online form. Indigenous peoples and organizations can email the CRTC’s Indigenous Relations Team at er*****@*****gc.ca for help submitting their comments.