Issues with cell phone, landline, cable, TV, or internet providers are handled by the Commission for Complaints for Telecom-Television Services (CCTS).
What they can help you with
They help you with a wide range of complaints about products and services, billing, contracts, quality of service, delivery and credit reporting activities offered in the telecommunications (telecom) sector, including:
- home phone
- long distance phone services (including prepaid calling cards)
- wireless phone services (including voice, data and text)
- wired and wireless internet access services
- white page directories, directory assistance and operator services
- other unregulated retail telecom services (other than those in our list of exclusions)
They can also help you with a range of complaints about subscription TV services provided by cable, Internet Protocol television (IPTV) and national satellite direct-to-home (DTH) TV service providers. Please note that they can’t help you if you are a small business TV customer.
They can only accept TV complaints only when the facts leading up to the complaint occurred on or after September 1, 2017.
What they can’t help you with
According to their website, here are some of the areas that fall outside of the mandate of the CCTS:
- internet applications or content
- emergency services
- yellow page or business directories
- telemarking or unsolicited messages
- 900 and 976 services
Exceptions to TV services include:
- digital media broadcast undertaking (DMBU) services, which are services generally delivered or accessed over the Internet or delivered using point-to-point technology and received by way of mobile devices
- interactive services and applications provided by TV service providers
- broadcasting content
- journalistic ethics
- accessibility issues, for example, closed captioning and described video
- simultaneous substitution (when a TV distributor temporarily replaces the signal of one TV channel with that of another channel showing the same program at the same time)
There are more exemptions listed on their website. Please note that they can’t help you if you are a small business TV customer. Also, they can’t accept TV complaints about something that occurred before September 1, 2017.
How to submit a complaint
The CCTS has an online complaint handling process. The first step is to attempt to resolve the issue directly with your service provider. If you are unsuccessful, you can submit your complaint directly to them from their website.
To help them process your complaint quickly, collect all pertinent documentation, such as copies of bills, proof of payment or relevant correspondence between you and your service provider before you begin.
Read our consumer tips:
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- Tips if you’re buying a used cell phone
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- The Do Not Call List