Commissioner for Complaints for Telecommunications Services Issues First Annual Report

    OTTAWA, Oct. 29 /CNW Telbec/ - On behalf of the Chair of the Board of
Directors, Canada's Commissioner for Complaints for Telecommunications
Services (CCTS) Howard Maker is pleased to announce the release of the
agency's first annual report.
    "In its first year, CCTS was contacted over 6,000 times and the majority
of complaints filed with CCTS have already been settled to the mutual
satisfaction of the parties," Commissioner Maker noted. Of the 2,226
complaints received, 65% were resolved between the Telecommunications Service
Provider (TSP) and the customer after CCTS became involved. "CCTS has had a
very good record of clearing those cases," Maker added, "helping ordinary
Canadians and small businesses resolve their problems in a thorough, impartial
and expeditious manner." Commissioner Howard Maker assumed his duties in
August of 2008.
    CCTS provides consumers with an independent mechanism for complaints
about local and long distance telephone services, as well as wireless and
internet access. "It's a first for consumers, who can now be compensated for
their losses and inconvenience," said Maker.
    CCTS' mandate covers many of the services that TSPs offer their
customers. The mandate focuses on deregulated local and long distance
telephone, wireless telephone and internet access services. This includes
billing errors, compliance with contract terms and commitments, service
delivery, credit management and collections issues.
    The report provides important background information on the creation of
CCTS and fully describes the agency's mandate. The report also breaks down the
types of complaints received by the Commissioner from customers of each member
company. "Transparency is key to our effectiveness," noted Maker.
    "We do have the authority to resolve disputes, but we hope it doesn't
have to come to that," concluded Mr. Maker, stressing the fact that the agency
works with both parties to find a solution. CCTS receives complaints,
investigates, and recommends a resolution. If that recommendation is rejected
by one of the parties, the Commissioner will make a formal Decision. That
Decision is binding on the TSP, but not on the customer.

    About the Commissioner for Complaints for Telecommunications Services:

    CCTS is an independent, industry-funded consumer agency, with a mandate
to resolve complaints from individual and small business retail
telecommunications customers.

For further information:

For further information: For more information:
Or contact: Emily Pearce, Temple Scott Associates,, (613)
241-4000 ext. 243

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