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2021.
OFFICIAL COMPLAINT RESOLUTION The CCTS is an independent organization dedicated to resolving TV and telecom services complaints. If you have not been able to reach a solution directly with your service provider, we may be able to help — and you can expect a fair and impartial complaint resolutionservice.
MID-YEAR REPORT 2020-2021 CCTS may make changes to the terms of this licence from time to time and issue a new version of the licence. Your use of the information will be governed by the terms of the licence in force as of the date you accessed the information. Use of any information indicates your acceptance of the terms below. If you fail to comply with any of them HOW TO FILE A COMPLAINT AGAINST A CELL PHONE COMPANY CURRENT OPPORTUNITIES Senior Project Manager. Job Type: 2-year Term (possibility of extension), Full-time, with benefits. Salary: $90,000-$150,000. At the CCTS, our mandate is to review and resolve telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome. CANADA DIRECT (CD TEL) Deposit and Disconnection Code. Annotated Guide to the Deposit and Disconnection Code. Television Service Provider Code. Internet Code. The CCTS Procedural Code. Reports. Annual andCCTS QUESTIONNAIRE
Interactive questionnaire. If you can’t resolve a complaint with your service provider, use this form to submit your complaint to us. We’ll ask you a series of questions. To help us process your complaint quickly, collect all pertinent documentation, such as copies of bills, proof of payment or relevant correspondence between you andyour
BOARD OF DIRECTORS
Board of Directors. Our Board is structured to provide for the participation of all stakeholders while remaining independent from the telecommunications and television industry. It consists of seven directors who are elected for three-year terms: four Independent Directors, two of whom are nominees of consumer groups. DEPOSIT AND DISCONNECTION CODE In 2011 the Canadian Radio-television and Telecommunications Commission (CRTC) approved a mandatory code of conduct that applies to all home telephone services (residential primary exchange service) in areas where prices are no longer regulated by the CRTC, which means most service areas in Canada. As explained in the CRTC’s detailed regulatory policy, the purpose of the Deposit and CAN PHONE, INTERNET & TV SERVICE PROVIDERS INCREASE THEIR The answer is it depends. Generally speaking, the prices charged by phone, internet and television service providers in Canada are not regulated by Canada’s communications regulator, the CRTC. This means that service providers are generally free to set their own prices for their products and services and can adjust these prices for a varietyof reasons.
CCTS | CUSTOMER COMPLAINT RESOLUTION FOR TELECOM AND TVONLINE COMPLAINT FORMCONSUMERSABOUT CCTSNEWSCODES, STATS & REPORTSCAREERS Increase in Telecom & TV Customer Complaints: Report. 9 out of 10 complaints resolved during pandemic Ottawa (March 29, 2021) – Today, the Commission for Complaints for Telecom-television Services (CCTS) released its 2020-21 Mid-Year Report, showing a 6% . February 28,2021.
OFFICIAL COMPLAINT RESOLUTION The CCTS is an independent organization dedicated to resolving TV and telecom services complaints. If you have not been able to reach a solution directly with your service provider, we may be able to help — and you can expect a fair and impartial complaint resolutionservice.
MID-YEAR REPORT 2020-2021 CCTS may make changes to the terms of this licence from time to time and issue a new version of the licence. Your use of the information will be governed by the terms of the licence in force as of the date you accessed the information. Use of any information indicates your acceptance of the terms below. If you fail to comply with any of them HOW TO FILE A COMPLAINT AGAINST A CELL PHONE COMPANY CURRENT OPPORTUNITIES Senior Project Manager. Job Type: 2-year Term (possibility of extension), Full-time, with benefits. Salary: $90,000-$150,000. At the CCTS, our mandate is to review and resolve telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome. CANADA DIRECT (CD TEL) Deposit and Disconnection Code. Annotated Guide to the Deposit and Disconnection Code. Television Service Provider Code. Internet Code. The CCTS Procedural Code. Reports. Annual andCCTS QUESTIONNAIRE
Interactive questionnaire. If you can’t resolve a complaint with your service provider, use this form to submit your complaint to us. We’ll ask you a series of questions. To help us process your complaint quickly, collect all pertinent documentation, such as copies of bills, proof of payment or relevant correspondence between you andyour
BOARD OF DIRECTORS
Board of Directors. Our Board is structured to provide for the participation of all stakeholders while remaining independent from the telecommunications and television industry. It consists of seven directors who are elected for three-year terms: four Independent Directors, two of whom are nominees of consumer groups. DEPOSIT AND DISCONNECTION CODE In 2011 the Canadian Radio-television and Telecommunications Commission (CRTC) approved a mandatory code of conduct that applies to all home telephone services (residential primary exchange service) in areas where prices are no longer regulated by the CRTC, which means most service areas in Canada. As explained in the CRTC’s detailed regulatory policy, the purpose of the Deposit and CAN PHONE, INTERNET & TV SERVICE PROVIDERS INCREASE THEIR The answer is it depends. Generally speaking, the prices charged by phone, internet and television service providers in Canada are not regulated by Canada’s communications regulator, the CRTC. This means that service providers are generally free to set their own prices for their products and services and can adjust these prices for a varietyof reasons.
OFFICIAL COMPLAINT RESOLUTION The CCTS is an independent organization dedicated to resolving TV and telecom services complaints. If you have not been able to reach a solution directly with your service provider, we may be able to help — and you can expect a fair and impartial complaint resolutionservice.
CONTACT US - CCTS
For general inquiries You can contact us to discuss your complaint or to ask us a question. Our offices are open from Monday to Friday, 9 am-8 pm Eastern Time. (Our office will close at 5 pm during the pandemic) Toll-free: 1-888-221-1687 TTY: 1-877-782-2384 (temporarily out-of-service as physical offices are closed) Email: response@ccts-cprst.ca Fax: 1-877-782-2924 Mail: P.O. Box 56067 -Minto
WHO WE ARE - CCTS
Commissioner Howard Maker was appointed Canada’s first Commissioner for the Commission for Complaints for Telecom-television Services in August 2008. He is a graduate of the University of Toronto and Osgoode Hall Law School, and was called to the Ontario Bar in 1985. In addition to many years of legal and regulatory experience, Howard brings to the role his specialized expertise inCCTS BY-LAW
Commission for Complaints for Telecom-television Services INC. / Commission des plaintes relatives aux services de télécom-télévision inc. BY-LAW NO. 1 (Amended and Restated effective January 29, 2020) INTERPRETATION Definitions. In these By-laws, unless the context otherwise requires: “Act” means the Canada Not-for-profit Corporations Act, S.C. 2009, c. 23 and any actthat may be
CCTS QUESTIONNAIRE
Interactive questionnaire. If you can’t resolve a complaint with your service provider, use this form to submit your complaint to us. We’ll ask you a series of questions. To help us process your complaint quickly, collect all pertinent documentation, such as copies of bills, proof of payment or relevant correspondence between you andyour
GOVERNMENT AND REGULATORY Canadian Radio-television and Telecommunications Commission (CRTC) The CRTC regulates Canada’s telecommunications and broadcasting systems. Its mandate is to ensure that both the telecommunications and broadcasting systems serve the interests of Canadians. The CRTC accepts complaints about regulated telecommunications services provided by CCTS’ Participating ServiceFAQ - CCTS
The CRTC, Canada’s telecom and broadcasting regulator, requires all telecom providers and most TV providers to participate in the CCTS and to provide its funding. Industry funding is typical for ombudsman-type organizations such as ours, both in Canada and around the world.INTERNET COMPLAINTS
In July 2019 the Canadian Radio-television and Telecommunications Commission (CRTC) created the Internet Code, a mandatory code of conduct that applies to large Internet service providers (including all of their brands and affiliates that provide Internet services) and to all retail fixed Internet access services (including, cable, fibre, DSL, fixed wireless, and satellite services). FOR EACH “RING YOUR OWN DEVICE” (YOD) LINE HE WOULD BE Howard Maker, Commissioner 613-688‐4760 | 1‐877‐782‐2924 | howard.maker@ccts-cprst.ca February 18, 2021 Rogers Communications 855York Mills Road
QUESTIONNAIRE DE LA CPRST Interactive questionnaire. If you can’t resolve a complaint with your service provider, use this form to submit your complaint to us. We’ll ask you a series of questions. To help us process your complaint quickly, collect all pertinent documentation, such as copies of bills, proof of payment or relevant correspondence between you andyour
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WIRELESS CUSTOMER UNABLE TO MAKE CALLS WHILE TRAVELLINGCase Study
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FIND OUT HOW MANY COMPLAINTS CANADIANS FILED SO FAR THIS YEAR. 2020-21 Mid-Year ReportView report
OVER 14 YEARS OF EXPERIENCE RESOLVING CONSUMER COMPLAINTS ABOUT TELECOM AND TV SERVICES IN CANADA WIRELESS CUSTOMER UNABLE TO MAKE CALLS WHILE TRAVELLINGCase Study
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FIND OUT HOW MANY COMPLAINTS CANADIANS FILED SO FAR THIS YEAR. 2020-21 Mid-Year ReportView report
OVER 14 YEARS OF EXPERIENCE RESOLVING CONSUMER COMPLAINTS ABOUT TELECOM AND TV SERVICES IN CANADA WIRELESS CUSTOMER UNABLE TO MAKE CALLS WHILE TRAVELLINGCase Study
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RESPONDING TO THE COVID-19 PANDEMIC We are always here to assist our customers during these difficult times. Learn more about how we're operating during this period.Learn More
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FOR CONSUMERS
Everything you need to submit a complaint, learn about our complaint resolution process for telecom & TV services, our Procedural Code, past Decisions and case studies.Learn More
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CODES, STATS & REPORTS We investigate complaints using industry codes of conduct and the complaint processes set out in our Procedural Code. We report on our activities and provide in-depth analysis and industry trends.Learn More
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HOW TO SUBMIT A COMPLAINT If you cannot resolve a problem with your service provider, here’s how to submit a complaint with us. 1. TELL US ABOUT YOUR PROBLEM.__ __
2. BE PREPARED TO WORK WITH US AND YOUR SERVICE PROVIDER.__ __
3. USE OUR SECURE INTERACTIVE QUESTIONNAIRE TO SUBMIT YOUR COMPLAINT.Let's get started
100% FREE
Our complaint resolution service for the telecom and TV industry is completely free to all consumers. 89% RESOLUTION RATE IN 2019-20 Almost 9 out of 10 telecom and TV complaints are resolved in a satisfactory manner. 400+ PARTICIPATING SERVICE PROVIDERS Most Canadian telecom and TV service providers are required to participate in our complaint resolution process. 130,000+ COMPLAINTS HANDLED Over the past 14 years we have helped consumers deal with over 130,000complaints.
“Very happy that this service is available. I am 100% certain that my complaint would not have been resolved had it not been for an independent third party such as the CCTS!” Internet Customer, ManitobaIN THE NEWS
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March 29, 2021
Increase in Telecom & TV Customer Complaints: Report 9 out of 10 complaints resolved during pandemic Ottawa (March 29, 2021) – Today, the Commission for Complaints for Telecom-television Services (CCTS) released its 2020-21 Mid-Year Report, showing a 6% …__
February 28, 2021
Service Providers that joined the CCTS in February 2021 The CCTS is pleased to announce that Big Wifi Inc., Tikatel and ZNET.CA are now Participating Service Providers. Customers who have not been able to resolve a dispute directly with …__
January 31, 2021
Service Providers that joined the CCTS in January 2021 The CCTS is pleased to announce that CitéNet Internet, China Creek Internet Services LTD, Neotech, TNEXT Communication Inc. and Mektel Inc. are now Participating Service Providers. Customers who have not…
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December 31, 2020
Service Providers that joined the CCTS in December 2020 The CCTS is pleased to announce that Lakeland Networks is now a Participating Service Provider. Customers who have not been able to resolve a dispute directly with this service provider …See All News
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* Home
* About CCTS
* Overview
* Who we are
* A short history
* Mandate
* Telecommunications mandate * TV complaint mandate * Exclusions from our mandate * Participating Service Providers * Non-compliant providers * Compliance monitoring * Mission, vision and values* Governance
* 2019-2022 Strategic Plan * Regulatory and corporate history * Structure and funding * Board of Directors* CCTS By-law
* Developing Public Awareness of the CCTS * 2016 public awareness survey* Consumers
* Complaints
* File a complaint
* Complaint resolution process explained * Information we need to help you * Methods of submitting a complaint* Decisions
* Case Studies
* FAQ
* Accessibility
* Resources
* Government and regulatory * Consumer organizations* Other
* News
* Codes, Stats & Reports * Tracking Code Breaches* Wireless Code
* Annotated Guide to the Wireless Code * Deposit and Disconnection Code * Annotated Guide to the Deposit and Disconnection Code * Television Service Provider Code* Internet Code
* The CCTS Procedural Code* Reports
* Annual and Mid-Year Reports * Performance standards * Performance Report * 2019 Compliance Monitoring Report* Careers
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