Canada’s Commission for Complaints for Telecom-Television Services (CCTS) has released its latest compliance report cards, revealing that many telecom and TV service providers are still falling short in keeping customers informed about their right to seek help with unresolved service issues. According to the 2024 audit, only 32% of the 65 providers reviewed were fully compliant with public awareness requirements, a figure that has barely improved from previous years.
While most providers included some mention of the CCTS on their websites, the watchdog found that the information was often difficult to find or not clearly presented. Four in ten providers had partial compliance issues, and 28% had no CCTS information at all—numbers that have remained largely unchanged over the past four years. The CCTS works directly with non-compliant companies to address these gaps and, in more serious or repeated cases, can publicly name offenders or even recommend expulsion from membership, which could lead to regulatory penalties.
The CCTS also noted that 43% of audited provider websites with a search function failed to return results for “CCTS,” though this was an improvement from 52% the previous year. All providers previously flagged for repeated non-compliance with this requirement had corrected the issue by 2024.
Beyond compliance, the CCTS reported a continued rise in customer complaints. Between August 1, 2024, and January 31, 2025, the commission handled nearly 12,000 complaints—a 12% increase from the same period a year earlier. Wireless service issues made up about half of all grievances, with internet problems following closely behind. During this period, there were nine confirmed instances where providers failed to implement agreed-upon or mandated resolutions, but the CCTS intervened to ensure customers received the remedies they were owed.
The CCTS and the Canadian Radio-television and Telecommunications Commission (CRTC) continue to remind providers of their obligation to inform customers about the CCTS’s free and impartial dispute resolution services. As Janet Lo, CCTS Assistant Commissioner, emphasized, “Providers have a responsibility to inform customers about the CCTS on their websites, customer bills, and in their escalation processes. This year’s report cards show some progress on website information, but customers are still telling us that they are not being informed by their providers”.
The CCTS’s annual report cards serve as a call to action for providers to improve transparency and ensure Canadians know where to turn when service issues arise.
