Review of the CCTS Mandate: Discussion Forum Comments

Canadians shared their views on the mandate and structure of the Commissioner for Complaints for Telecommunications Services (CCTS). The discussion forum was open from November 2-9, 2015.

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Governance - Monday, November 2, 2015 - 14:23

Respectfully, Governance, Compliance, Penalties/Enforcement and Mandate operational By-laws are a joke respective to the Wireless sector of the telecommunications sector-Application, Disconnection form notices, Partial Payments & Bundling, and Disrupted disconnections.
The CRTC made all kinds of promises to provide improved accountability,compliance, and to force Wireless Providers to stop gouging the consumer; however, when the Wireless Code came into effect(parts of it) Dec 2, 2013 consumers were subjected to untold price increases on mobile phones and services to off-set the reduction from 3 yrs to 2 yrs contracts.
Currently the product price manipulation and services bundled packages is a cash cow at the expense of consumers and the CRTC remains on the sidelines-oh! we do not regulate prices in the Wireless Sector.
The Telecommunications landscape in Canada is an embarassment; with Industry Canada, Competition Bureau, CRTC, CCTS, Broadcasting Act, Oh! and yes, Bell Canada Act, and lets not forget the Translantic Regulations-you know thos laws for the cables under the Atlantic. And yes, this is 2015.
Summarily: The currently structured Telecommunications Sector in Canada is an antiquated bureaucracy that serves no one except the oligolopy(Bell, Rogers,Telus) at the expense of the consumer; new technological advances remained handcuffed and unresourced while the oligolopy lawyers fight NETFLIX, and bandwith access is throttled while the consumer pays through the nose for a few bytes.
Respectfully, the CRTC is an ineffective body; history has clearly demonstrated it is forever reactive and never proactive and 90% of the CRTC`s time is wasted reacting to the oligolopy lawyers, while discriminary product/service pricing and offerings in the Wireless Sector is common knowledge to everyone it seems except the CRTC-the Statutes,Acts, and Regulations are so deliniatedly written that even Lawyers find them unfathomable-the multitude of over-laping layers must be removed.
The Canadian consumers and businesses deserve better.

fairness and honesty 15 - Thursday, November 5, 2015 - 22:16

hello, since there seems to be no link to the forum to comment on the ccts i'd like to comment here which it says i can do. yes i've used the ccts to report a complaint against bell cell phone service and i'm not impressed. first of all, my mom is the one with a bell cell phone account and i email for her. the ccts people never gave a name on the phone or online which they should so i know who i'm talking to and one person should be assigned to handle our problem. but every time i or my mom would phone we'd get a different person and once talked to the same person in one day who told her one thong and then told me the exact opposite. this continued for several phone calls until i got terse with the person on the other end who said our complaint had gone to the commissioner. and its been going on three weeks and we've heard nothing from the commisioner. an email to us said there was no deadline which there should be so we get a prompt answer. and the email just was signed "the ccts team". so once again no name.
so the ccts needs to have people who give their names, are assigned a complaint so we only talk to one person who knows the issue and is working on solving it and is accountable to the complainant and the public and a deadline to solve complaints so we're not sitting here waiting for an answer for going on three months now. will we get an answer before the end of the year? i certainly think we should. if necessary then the ctrc needs to hire more commissioners to handle complaints in a more timely manner. and please yes do extend the ccts to cover tv too now that bell has control over a lot of cable tv services. or better yet, do NOT let a single company buy up so much of tv, radio etc services because a monopoly just makes them cocky and dishonest and unaccountable to anyone.
and the issue with bell is my mom called to cancel her account and the person at bell argued with her and then hung up. as did all the others when she tried to call back. then bell sent her a bogus bill with a huge amount to pay and no phone numbers of who they said she called or who called her. we demanded to see the numbers and the bell "investigator" said she "verified" all of them but didnot provide the numbers saying it was a privacy act issue. which is incorrect because i know they HAVE to provide them. bell threatened that my mom would have to pay the $200+ bill even though she only owes about $12. should be easy for the ccts to solve becuz if they look back at my moms bell cell phone bills its pay as you go and she wouldnt have a bill this high especially when she called to cancel her account and bell refused. none of her previous bills were that high as she only used it for emergencies. so very rarely. and she recycled the cell phone at the end of august so obviously she would have no new charges. bell says the supposed proof of her calls are in their computer but who programs the computer? and when they cant provide the phone numbers it proves they have just made up the fake charges and have no evidence of any numbers becuz she didnt call any. thank you.
and got message saying successfully received my comment and my reference number is hello, since there seems to be no link to the forum to comment on the ccts i'd like to comment here which it says i can do. yes i've used the ccts to report a complaint against bell cell phone service and i'm not impressed. first of all, my mom is the one with a bell cell phone account and i email for her. the ccts people never gave a name on the phone or online which they should so i know who i'm talking to and one person should be assigned to handle our problem. but every time i or my mom would phone we'd get a different person and once talked to the same person in one day who told her one thong and then told me the exact opposite. this continued for several phone calls until i got terse with the person on the other end who said our complaint had gone to the commissioner. and its been going on three weeks and we've heard nothing from the commisioner. an email to us said there was no deadline which there should be so we get a prompt answer. and the email just was signed "the ccts team". so once again no name.
so the ccts needs to have people who give their names, are assigned a complaint so we only talk to one person who knows the issue and is working on solving it and is accountable to the complainant and the public and a deadline to solve complaints so we're not sitting here waiting for an answer for going on three months now. will we get an answer before the end of the year? i certainly think we should. if necessary then the ctrc needs to hire more commissioners to handle complaints in a more timely manner. and please yes do extend the ccts to cover tv too now that bell has control over a lot of cable tv services. or better yet, do NOT let a single company buy up so much of tv, radio etc services because a monopoly just makes them cocky and dishonest and unaccountable to anyone.
and the issue with bell is my mom called to cancel her account and the person at bell argued with her and then hung up. as did all the others when she tried to call back. then bell sent her a bogus bill with a huge amount to pay and no phone numbers of who they said she called or who called her. we demanded to see the numbers and the bell "investigator" said she "verified" all of them but didnot provide the numbers saying it was a privacy act issue. which is incorrect because i know they HAVE to provide them. bell threatened that my mom would have to pay the $200+ bill even though she only owes about $12. should be easy for the ccts to solve becuz if they look back at my moms bell cell phone bills its pay as you go and she wouldnt have a bill this high especially when she called to cancel her account and bell refused. none of her previous bills were that high as she only used it for emergencies. so very rarely. and she recycled the cell phone at the end of august so obviously she would have no new charges. bell says the supposed proof of her calls are in their computer but who programs the computer? and when they cant provide the phone numbers it proves they have just made up the fake charges and have no evidence of any numbers becuz she didnt call any. thank you.

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lrspncr - Monday, November 9, 2015 - 10:56

I've used the CCTS when dealing with Virgin Mobile in the past; I find it a valuable check on their assertions and authority. They attempted to claim the issue was resolved before I was comfortable that I wouldn't receive a bill for service on a phone that never left the store and never completed the enrollment process (This was due to a technical issue with the virgin mobile's system). I did, in fact, receive a bill and the issue had to be addressed again. Requiring a provider to confirm that there's a deadlock before referring a case to the CCTS seems to put too much power in the hands of the providers, who will use it to drag out the process until the consumer gives up entirely.

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