Canada’s telecom ombudsman just gave a bunch of wireless, internet, phone and TV providers a failing grade, and the results aren’t great for Canadian consumers. The Commission for Complaints for Telecom-television Services (CCTS) released its 2025 compliance report cards today, and they paint a pretty clear picture: a lot of providers are making it harder than it needs to be for customers to find help when something goes wrong.
The CCTS audited 37 service provider websites, focusing on the ones that racked up the most complaints during its 2024-25 reporting year. Half of those sites with a search function failed to return anything useful when customers searched for complaint-related keywords. Even worse, 65% of audited websites didn’t clearly label or make it easy to find CCTS information at all.
On top of that, half of the top 24 providers had multiple complaint pages on their websites, but only one of those pages actually mentioned the CCTS, leaving customers going in circles trying to figure out where to get help.
“As a national industry ombuds service, the CCTS engages in auditing activities to verify how well telecom and TV service providers across Canada are playing by the rules,” said Josée Bidal Thibault, CCTS Commissioner and CEO, in a statement to iPhone in Canada. “The latest report cards cover several key areas, such as service provider compliance with properly informing their customers about the availability of CCTS’ free and impartial complaint-handling service.”
Most providers fixed their issues after the CCTS flagged them, but four didn’t bother responding or making any changes at all: Netfox Communications, Poynt360, Telemart, and TNext.
Things got more serious with Easy Voice Telecom, which was formally kicked out of the CCTS after failing to implement six Investigation Findings. That termination isn’t just a slap on the wrist. It puts Easy Voice in violation of CRTC requirements, and the CCTS has now referred the company to the regulator.
On the financial side, only 73% of participating service providers disclosed the required financial information to the CCTS between 2018 and 2025, information the organization needs to keep its free complaint resolution service running.
“The CCTS shares audit results with each audited service provider, and works with them to address any issues of non-compliance,” said Ms. Bidal Thibault. “We regularly engage with wireless, internet, phone and TV service providers to educate them about their obligations.”
None of Canada’s major carriers or their subsidiaries made any of the non-compliance lists. No Bell, Rogers, Telus, Koodo, Fido, Virgin, Lucky, or Freedom Mobile anywhere in sight. The companies flagged are almost entirely small regional ISPs, independent VoIP providers, and niche operators that most Canadians have never heard of.
One somewhat recognizable name is KnowRoaming, the Canadian travel SIM service, which appears on the financial disclosure list under its parent company Telna Inc. Telemart also shows up twice, once for failing to fix website issues and again for missing financial disclosures.
Here are all the non-compliant companies broken into categories:
Failed to fix website issues after being notified (4 companies)
Terminated and referred to the CRTC
Failed to provide required financial information (93 companies)
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