Particle.news
Download on the App Store
3 ARTICLES
·
last mo.

One in Three Canadian Telecom Providers Comply With CCTS Public Awareness Rules

Progress in website search compliance has emerged alongside ongoing lapses in implementing ordered remedies

Image
Canada’s telecom and television complaints watchdog is once again urging providers to better inform their customers about its services, as it says just under one-third were fully compliant with requirements of the organization's public awareness plan last year. A person uses a cellphone in Ottawa, Monday, July 18, 2022. THE CANADIAN PRESS/Sean Kilpatrick

Overview

  • The Commission for Complaints for Telecom-Television Services audited 65 providers in 2024 and found only 32% fully met requirements to inform customers about its services
  • Audits revealed 43% of provider websites with search functions failed to return results for the CCTS, down from 52% in 2023
  • Between August 1, 2024, and January 31, 2025, the watchdog handled 11,909 customer grievances, marking a 12% increase from the previous year
  • Wireless service issues accounted for around half of the complaints, followed by internet problems at just over one-quarter of cases
  • The CCTS flagged nine instances where providers did not implement agreed or ordered remedies and then worked with them to secure customer resolutions