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

  1. 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. 

  2. 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.
  3. 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.
  4. 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.
  5. 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.
  6. 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 dev.consumerprotectionbc.ca.

Photo used for this blog post by Becca Tapert on Unsplash