If you can’t resolve your issue with your cell phone or TV service provider, an independent organization called the Commission for Complaints for Telecom-television Services (CCTS), may be able to help. With info from the CCTS website, we’re going to explain what you can expect when you submit a complaint to them.
Before you submit your complaint
The CCTS requires certain information in order to process your complaint. Ensure you take the time to review the list of information so you can have your complaint assessed efficiently.
Submitting your complaint
There are several ways to do this, however, the CCTS suggests the fastest method is the interactive questionnaire. If you would prefer a different method, you can explore other ways to submit your complaint and find the option best suited to your needs.
After you submit your complaint…
- Your complaint is reviewed.
The CCTS reviews your complaint to find out if the issue is covered by their laws. Find out what kinds of complaints the CTTS can help with by exploring their website. - Your complaint is accepted.
If the issue is within their mandate, the CCTS accepts your complaint and forwards a copy to the service provider. The CCTS asks the service provider to resolve the issue with you directly and then report back within 30 days. - Your complaint may be informally resolved.
After the service provider responds to your complaint, the CCTS determines if the complaint has been properly resolved. If not, a complaint may be turned over to a CCTS staff member to work with both parties to resolve the dispute. The process is over when the issue is resolved. - Your complaint may be investigated.
Complaints that cannot be resolved through informal resolution are investigated. More info and documentation may be requested. If the CCTS believes the provider fulfilled their obligations, the complaint may be dismissed or rejected. - A recommendation is made.
After the investigation, the CCTS makes a Recommendation for a resolution. For example, they may ask that the service provider corrects a billing error, waives a charge, stops collection activity, or pays for damages or any inconveniences caused. You and the service provider have 20 days to accept or reject the Recommendation. - A decision is made.
If you or the service provider reject the Recommendation, the CCTS requests that you tell them why – in writing – so that the Recommendation can be reconsidered. Once the reasons for the rejection are considered, the CCTS issues a Decision that either maintains the Recommendation or corrects it. If you accept the Decision – it’s binding on the service provider and must be implemented. If you choose to reject the Decision, you can pursue all the usual legal rights and remedies available through the courts.
Where to go with questions
Contact the CCTS directly if you have any questions about the information above. They are open Monday-Friday 9am – 8pm Eastern Time.
Toll-free: 1-888-221-1687
TTY: 1-877-782-2384
Email: response@ccts-cprst.ca
Fax: 1-877-782-2924
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About Consumer Protection BC
We are responsible for regulating specific industries and certain consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use the tools at our disposal to assist you. If we can’t help you directly, we will be happy to provide you with as much information as possible. Depending on your concern, another organization may be the ones to speak to; other times, court or legal assistance may be the best option. Explore our website at www.consumerprotectionbc.ca.
Who does a person complain to about the CCTS ? I complained about my dead slow Decimal point 1 internet speed . Went through the slow CCTS process got shafted told somehow i accepted a NO FIX As IS Internet connection service . What a bunch of total lies from Provider TELUS. Been getting total rotten service for about 8 months now with Telus deliberately turning service off and on 30 times a day. Telus throttling service daily. Yet no fix No Repair.
Hi Gord, thank you for contacting Consumer Protection BC. For provincial organizations, there is an entity called Office of the Ombudsperson and you can make a complaint about the services you have received. Having said that, CCTS is a federal organization and I don’t have any referrals to make a complaint about them. Shopping around for other service providers is the only recommendation I have at the moment – I am sorry that your experience has been difficult with this issue so far.
I hope you found a way to complain about CCTS – they are not useful at all and likely funded by our taxpaying dollars. I think they should be closed down. It seems there are exclusions in the CCTS mandate that the Service providers continually exploit, filing complaints is a complete WASTE of time.
I VOTE TO DEFUND THE CCTS – THEY ARE NOT HELPFUL TO CANADIANS.
The CCTS is refusing to provide protection against well documented reprisals launched by TELUS after a formal written complaint was launched against the company. Now, CCTS Managers are refusing to communicate with me or provide protection. Filing a grievance with the CCTS made the situation exponentially worse. I never thought the process would be this flawed, and punitive. That’s been my experience to date. I regret asking them for help.
The CCTS is a paper tiger. They are funded by the telcos and consequently in their pocket. The only way to complain about the CCTS is to go to the CRTC or have an opposition MP raise this issue in Parliament during Question Period. We live in a time where the government that is supposed to protect us clearly is not.
I filed a complaint with CCTS over Telus. I have never dealt with an agency that was so biased on the side of the provider. Huge mistake. I am going to ask for a review from the CRTC in January and if that does not work I am going to the Court of Appeals. It is the principle of the matter now. CCTS do not appear to have experienced investigators and they do NOT read anything carefully in order to make an informed decision. I am also writing my MP.
CCTS got my issue resolved I am more than happy. Appreciation Is an understatement.
So glad to hear that! Thank you for sharing your positive experience.
I too had a horrible experience with the CCTS. I was quoted one price for a new phone and plan from fido then charged for more when the bill arrived. There is a recording of the call where the agreement was made clearly stating the prices. Chantal Daughterty, the rep from CCTS actually started yelling at me on the phone saying there was nothing she could do. The CCTS is a joke.