Commission for Complaints for Telecom-television Services Inc. (CCTS)
7 October 2026
Paid by the companies it rules on
Provider money, 2023-24: $12,316,385
Not-for-profit corporation, Ottawa · complaints body for telephone, internet and TV providers
The CCTS rules on complaints against telecom providers. In 2023-24 the providers paid it $12,316,385, every dollar of its income except $82,464 in interest. A provider pays for each complaint the CCTS closes.
Dossier
$8,604,110 revenue-based fees from providersaudited financial statements 2023-24, Welch LLP
$3,687,475 complaint-based fees: “recognized as revenue when the complaints are closed”Note 2
$24,800 annual feesStatement of Operations
($252,858) owed by providers, waived by the board on 11 June 2024Note 9
Own words “The CCTS is funded entirely by its Participating Service Providers… All providers pay a fee for each of their customer complaints that we conclude”Annual Report 2023-24 · Governance
Board 3 of 7 directors are Industry Directors; all three sat at the 11 June 2024 meeting that waived the debtAnnual Report 2023-24 · Governance
Budget approved only by “six out of seven affirmatives”: two industry votes block itCRTC Telecom Regulatory Policy 2016-102
$5,000 the most it can order a provider to pay on a complaint; it “shall not make an award that is punitive of the Participating Service Provider”Procedural Code ss. 13.1(c), 13.2(b)
Purpose the federal Order said the body “should be an integral component of a deregulated telecommunications market”CRTC Telecom Regulatory Policy 2016-102
Case COMP-01407916-PF closed for Freedom Mobile on 7 October 2026, signed “CCTS Objection Team”; the objection letter was not given to the customer after three written demands. Procedural Code s. 6.7 requires the reply “with a copy to the Customer”CCTS decision of 7 October 2026 · Procedural Code, May 2023
Fee rules changes to the funding article take effect only with the “unanimous consent” in writing of the Industry DirectorsParticipation Agreement, s. 3.3(b)(i)
50% → 30% share of its budget charged per closed complaint, cut from 2019-20 to 2022-23; the rest is charged by provider revenueaudited financial statements 2019-20 to 2023-24, Year-end fee adjustment note
Industry Directors Bell Canada (Assistant General Counsel), Cogeco (Director, Regulatory Affairs), Competitive Network Operators of Canada (Executive Director)CCTS · Board of Directors, February 2024
$3,644,360 → $12,291,585 revenue-based plus complaint-based fees from providers, 2014-15 to 2023-24audited financial statements
Record Financial statements 2023-24
Record Annual Report 2023-24 · Governance
Record CRTC 2016-102
Record Procedural Code, May 2023