Canadian Telecom Providers Failing to Inform Customers About Complaint Resolution Process

Canada's telecom and TV complaints watchdog, the CCTS, found that 32% of providers audited in 2024 were fully compliant with public awareness requirements. Most providers had some information about the CCTS on their websites, but issues arose in how and where the information was presented. The CCTS engages with non-compliant providers to rectify issues, and may expel companies from membership in severe cases. The watchdog handled 11,909 customer complaints between August 2024 and January 2025, a 12% increase from the same period in 2023.

Canada’s telecom and television complaints watchdog, the Commission for Complaints for Telecom-Television Services (CCTS), has released its annual compliance report cards, highlighting persistent challenges in providers' adherence to public awareness requirements. According to the report, only 32% of the 65 providers audited in 2024 were fully compliant with the organization's public awareness obligations [1].

The CCTS found that while most providers had some information about the watchdog on their websites, issues arose in how and where the information was presented. Four-in-10 providers had "some" compliance issues, and 28% lacked any level of compliance, which is roughly in line with the results from the previous four years. The CCTS engages with non-compliant providers to rectify these issues and may expel companies from membership in severe cases [1].

In more severe cases, such as a provider refusing to implement a resolution ordered by the watchdog following a complaint, the CCTS could consider expelling the company from its membership. This would prompt the Canadian Radio-television and Telecommunications Commission to get involved, potentially leading to financial penalties [1].

The report also noted that 43% of audited provider websites with a search function did not return search results for the CCTS, down from 52% the prior year. All service providers previously flagged for repeated non-compliance with the search function requirement had rectified the issue by 2024 [1].

In addition to compliance issues, the CCTS handled 11,909 customer complaints between August 2024 and January 2025, a 12% increase from the same period in 2023. Wireless service issues represented around half of all complaints submitted, followed by internet issues, which accounted for just over one-quarter of total grievances [1].

The CCTS's Assistant Commissioner for Legal, Regulatory and Stakeholder Affairs, Janet Lo, stated, "Canadians with unresolved phone, TV, or internet service complaints should be made aware about the CCTS by their providers. Providers have a responsibility to inform customers about the CCTS on their websites, customer bills, and in their escalation processes" [1].

References:
[1] https://www.coastreporter.net/the-mix/telecom-complaints-watchdog-highlights-compliance-issues-in-annual-report-cards-10820358