ARCHIVED - Telecom Commission Letter Addressed to Mr. Maker (Commission for Complaints for Telecommunications Services)

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Ottawa, 4 June 2015

File number: 8657-C12-201505505

To: The Commission for Complaints for Telecommunications Services

Subject: Review of the Commissioner for Complaints for Telecommunications Services (CCTS)

Dear Mr. Maker,

Pursuant to paragraph 17 of Review of the Commissioner for Complaints for Telecommunications Services, Broadcasting and Telecom Notice of Consultation CRTC 2015-239, 4 June 2015, attached are requests for information addressed to the CCTS. The CCTS is to file its responses with the Commission by 20 July 2015.

Procedural information 

This letter and all subsequent correspondence form part of a public record.  As set out in Broadcasting and Telecom Information Bulletin 2010-961, Procedures for filing confidential information and requesting its disclosure in Commission proceedings, persons may designate certain information as confidential.  A person claiming confidentiality with respect to information submitted must provide an abridged version of the document involved, accompanied by a detailed rationale to explain why the disclosure of the information is not in the public interest.

All submissions are to be made in accordance with the Canadian Radio-television and Telecommunications Commission Rules of Practice and Procedure, SOR/2010-277.

If you have any questions regarding this letter, please contact Antica Corner at 819-997-1334 or by email at

Yours sincerely,

Nanao Kachi
Director, Social and Consumer Policy
Consumer Affairs and Strategic Policy

c.c.:   Antica Corner, CRTC

  1. ParticipationFootnote 1  and governance
    1. File a copy of the most recent version of the CCTS’s constating documents, in both official languages, including: the CCTS’s letters patent; Participation Agreement; Bylaws; and Procedural Code.
    2. Has the CCTS made any changes to its constating documents since these were last filed with the Commission (on 02 June 2014 for the CCTS Bylaws No. 1 and on 30 April 2010 for the other documents)?  If so, provide a summary of these changes and explain the reason for the change.
    3. Provide an overview of the process by which a new participant joins the CCTS.  As part of this process, does the CCTS provide guidance to a new participant with respect to promotion of the CCTS on the participant’s website, on billing statements, and by customer service representatives?Footnote2
  2. Operations and Code administration
    1. Since the CCTS policy review, the CCTS became the administrator of two new codes: the Deposit and Disconnection Code and the Wireless Code. In the CCTS’s experience, what were the significant operational challenges associated with implementing these codes?
    2. Based on the CCTS’s experience with respect to administering the above-noted codes, identify and discuss the significant operational or implementation issues to consider for future codes to be administered by the CCTS?
    3. In addition to administering industry codes of conduct, the CCTS’s mandate also includes responding to and resolving complaints from consumers, and reporting annually on complaints, including trends in complaints. Is the CCTS currently experiencing any significant challenges associated with its operational activities that support the fulfilment of these aspects of its mandate? If so, how is it addressing these challenges?
  3. Public awareness and promotion
    1. Provide a status update on the CCTS’s public awareness initiatives.
    2. Address whether the CCTS considers that its public awareness campaign has been successful. Explain how you measure the success of the campaign and provide evidence to support your position. Also, address whether you consider that the campaign has had equal results in English and French language markets.
    3. Has the CCTS experienced any significant challenges associated with developing and implementing its public awareness initiatives? If so, how has the CCTS addressed these challenges?


Footnote 1

Due to changes in legislation for charities in 2014, the CCTS now refers to “members” as “participants”.

Return to footnote 1

Footnote 2

In Telecom Regulatory Policy 2011-46, the Commission considered that telecommunications service provider participants in the CCTS should continue to use a variety of communication methods, such as directories, websites, and a standard notation on billing statements, to inform consumers about the CCTS.

Return to footnote 2

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