the Commission for Complaints for Telecom-television Services (CCTS) has released its annual report, shedding light on how well Canadian service providers are meeting their obligations in three key areas: Public Awareness, Procedural Code, and Financial Requirements for the year 2024.
Understanding Public Awareness Compliance
To keep Canadians informed about the CCTS's role and responsibilities, all participating Service Providers (PSPs) must follow the organization's Public Awareness Plan. This plan is crucial to ensure that consumers know their rights and how to access services offered by the CCTS.
As part of their participation requirements, PSPs must actively promote awareness of the CCTS. They do this through various methods such as displaying information on their websites, directly informing customers about CCTS services, including references in billing statements, and listing details in published directories like “white pages.”
The CCTS conducted two rounds of audits from January 1 to December 31 in 2024. A total of 65 providers were reviewed during these audits. The first round took place in January and included 19 randomly chosen PSPs that had not been audited before along with two previously non-compliant ones. The second audit occurred in September and involved a review of 44 PSPs; this group included those with the highest number of complaints from last year as well as randomly selected providers.
The results showed that out of all participants audited, 21 were fully compliant with CCTS standards. Some notable compliant providers include:
- Bell
- Chatr (Rogers)
- Cogeco
- Comwave
- EBox
- Fizz (Quebecor)
- freedom Mobile (Quebecor)
- Lucky Mobile (Bell)
- Public Mobile (Telus)
- Shaw
- Telus
- TekSavvy
- Xplore
A further breakdown revealed that another 26 participants were partially compliant due to website issues while a concerning group of 18 did not comply at all by failing to provide any information regarding the CCTS on their sites. Notably, all non-compliant providers belonged to smaller companies. After addressing these issues post-audit collaboration between the commission and service providers resulted in an increase where now only five remain non-compliant.
Navigating Procedural Code Compliance Issues
< p>The CCTS keeps a close watch on how PSPs handle complaints according to its Procedural Code throughout each complaint process. This oversight aims at ensuring customers receive prompt resolutions when they face issues with service.
How PSPs need to comply with CCTS complaints process.
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A review period from August 1, 2024 until January 31,2025 revealed several violations related to complaint handling protocols among nine different PSPs who failed either implementing required solutions or following up on examination findings after being contacted by customers through formal channels like the CCTS itself . In one alarming case ,a provider even threatened a customer after they lodged a complaint which was resolved thanks largely due intervention efforts made by representatives working within this organization .
Catching up With Financial Requirements Compliance
< p >The autonomous nature allows it operate without charging Canadians anything directly but relies instead upon cost recovery funding model supported entirely via contributions made by participating telecom companies themselves . To maintain effective operations ,the commission requires these firms meet two essential criteria : disclosing relevant financial data alongside timely payment fees associated specifically towards maintaining ongoing support provided through them .< / p >< p >Failure compliance could lead serious consequences including termination agreements resulting exclusion future participation altogether escalating matters further potentially involving Canadian Radio - television Telecommunications Commission(CRTC). In fact ,in recent reports indicated staggering figure where approximately82 out299serviceproviders(27%)didnotfulfillobligationsofprovidingfinancialinformationrequiredbyCCTSthemselves.< / p >
< p >For more insights into what exactly goes down atCCTSandhowitworks,youcanvisititswebsiteatwww.cctscprst.ca or reach out toll-free number availableat1-888-221-1687.< / p >
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