Telecoms, experts weigh in on improving customer awareness of CCTS

Interventions have poured in on the CRTC’s consultation on improving awareness about the Commission for Complaints for Telecom-Television Services (CCTS). Currently, consumers must make their differences known to the telecom service providers (TSPs) directly, and the Canadian Telecommunication Association (CTA) supports the status quo. “The current notification framework reflects that principle by requiring customers to be informed about the CCTS once a complaint reaches the second level of escalation, therefore preserving the opportunity to resolve a complaint,” the group states in its filing. “As CTA explained in its proposal, the record does not establish that this framework is failing or that earlier notification is necessary.” It worries that call centre staff are not equipped to handle all of the obligations which would arise if earlier notification were mandated. “CTA therefore submits that the commission should retain the existing notification framework,” the intervention continues. “The commission should not impose new obligations merely because alternative approaches can be conceived.” Taking a more pro-consumer approach was a filing from a triad from the University of Ottawa law department. Marina Pavlović, an associate professor at the faculty and a former member of the Broadcasting and Telecommunications Legislative Review Panel, was joined by second-year students Samuel Bierbrier and Maya Wu. Their comments are their own and not aligned with the school. “The effectiveness of any amendments to the Consumer Protection Codes should accordingly be assessed from the perspective of an ordinary consumer moving through the complaint process,” the trio write. After looking at the procedures in other jurisdictions, the law group noted regulators had shortened the period after which people may go to the scheme; offered prescriptions on the form and placement of notices; and removed the notification requirement from the TSP. None have selected general public awareness as the route to follow, the intervention stated. Pavlović, Bierbrier and Wu advocate for a fixed period of one month from the initial complaint to inform the customer of the CCTS’ existence. That notice should be easily readable and logged in the complaint record. “A time-based trigger is important because some complaints may remain active without reaching a formal decision,” they offer. “The consumer may be transferred between representatives, await a promised response, provide additional information, or remain in an investigation process.” The countdown should begin when the customer makes the complaint, not when the TSP creates the internal complaint ticket. Telus Corp. referred to itself and its competitors as communications service providers (CSPs). It decried the notion of allowing customers to approach the CCTS before the provider has had a chance to resolve the dispute. The western telecom recommends maintaining existing CSP notification obligations to consumers who complain; eliminating some general awareness activities like CCTS promotion at conferences; and directing the CCTS to implement a clear, neutral and robust assessment of complaint acceptance. Telus commissioned a poll on the complaint process and found that 80 per cent of respondents strongly or somewhat agreed that TSPs should be the first line of attack before moving on to the CCTS. The company is concerned that a flood of new complaints will drive up the operating costs of the CCTS. Since the complaints commission is funded by the telecom and broadcasting industries, those costs will be passed on to the consumers through higher prices. The firm no longer endorses the idea of a minimum time period for clients to work with the CSPs before heading off to the CCTS. Some observers felt that could take up to six weeks. Pavlović, Bierbrier and Wu say a six-week delay could try the patience of frustrated customers. This goes against the spirit of the CRTC announcement of the consultation. Telus is worried the burden of proof falls too heavily on the CSPs. This can result in a carrier being asked to prove a negative, an impossibility. It also accuses the CCTS of applying penalties for inconvenience, a direct contravention of the prohibition of punitive damages. The company notes the last comprehensive review of the complaints commission was a decade ago. Technological advances mean the CRTC should initiate a new look at the CCTS. For its part, the CCTS points out the proceeding is quite narrow. In its intervention, the complaints commission avers that when and how participating service providers inform consumers about the CCTS is the only issue up for discussion. “Should the commission decide that new notification rules are necessary, the CCTS asks the commission to clarify key terms and expectations, including what constitutes a complaint, when an offered solution is required, how any new requirement interacts with the CCTS’ reasonable opportunity assessment, and which providers, services, and customer types are subject to the requirement,” the filing states. A survey of customers whose complaints had been resolved shows that, in 2024-25, 93 per cent of respondents said their service provider had not given them information about the CCTS. More than 40 per cent reported they had tried to work with their carrier for two months before escalating to the complaints commission. The CCTS estimates that if complaint volume goes up 10 per cent under new guidelines, labour costs would increase by about $190,000. The Public Interest Advocacy Centre (PIAC) criticized some telecoms for filing abridged information with the CRTC. “PIAC submits that without sufficiently informative public versions, consumer groups like ours and other interested parties and consumers face difficulty comparing providers’ escalation practices, examining the basis for their compliance assurances, and assessing whether notification occurs on a timely basis to assist consumers with unresolved complaints,” the Ottawa-based group wrote. The Independent Telecommunications Providers Association (ITPA) asserted that current regulations already provide enough customer awareness and the system is working well. It urges the CCTS to expand public outreach efforts, including social media. The group feels submissions by PIAC and other groups impose a heavy administrative burden on telecoms. Big telcos may be able to handle the proposed changes but smaller outlets represented by ITPA could not. Iristel Inc. noted it informs all its clients on their invoices about the complaint commission. It says if the CRTC wishes to impose a deadline about informing consumers, it should be no less than three weeks. Notifications should be done by email, rather than snail mail, the competitive carrier suggests. Eastlink, a division of Bragg Communications Inc., said it also lists the CCTS on monthly invoices. It generally endorsed the CTA filing. BCE Inc.’s Bell Canada, Rogers Communications Inc. and Saskatchewan Telecommunications Holding Corp. (Sasktel) submitted brief interventions backing the CTA submission. ppark@thewirereport.ca

Telecoms, experts weigh in on improving customer awareness of CCTS

Regulatory |
By Paul Park
|November 2, 2026

Unlock all the Canadian telecom, broadcasting and digital media news you need.

FREE TRIAL

SUBSCRIBE

Inside The Wire Report

Information

Hill Times Publishing

Get in Touch With Us

Telecoms, experts weigh in on improving customer awareness of CCTS

Regulatory | By Paul Park |November 2, 2026

Unlock all the Canadian telecom, broadcasting and digital media news you need.

FREE TRIAL

SUBSCRIBE

Big tech sent a wish list to U.S. trade negotiators. Here are the Canadian policies they want scrapped

Rogers, OneSoccer dispute settled in Rogers’ favour

Q&A: Keith Jansa outlines a blueprint for Canada to achieve digital sovereignty

Related Stories

Q&A: CCTS head wants TV, wireless customers to feel less pain

CRTC extends deadlines for CCTS proceeding

UPDATED: No jurisdiction to investigate network migration, CCTS says

Rogers receives twice as many complaints as other service providers: CCTS

Reuse & Permissions

Inside The Wire Report

Information

Hill Times Publishing

Get in Touch With Us

Regulatory |
By Paul Park
|November 2, 2026