CRTC bundles telecom and TV complaints together with new watchdog

OTTAWA – Canadians who’ve gripes about their TV providers will quickly possess a new watchdog to hear their complaints.

The Canadian Radio-television and Telecommunications Commission on Thursday announced it’ll expand the required the Commissioner for Complaints for Telecommunications Services (CCTS) to include cable or satellite disputes.

The CRTC will require all television providers to become members of the CCTS by Sept. 1, 2017.

With the new combined structure, “if a Canadian cannot resolve a complaint with a communications company – regardless if it’s a television service provider, Isp, wireless service provider or telephone service provider – the CCTS will become the only reason for contact for receiving a resolution,” the CRTC said.

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The CCTS, created in 2007 and funded through the telecom industry, already serves as is definitely an independent watchdog on complaints concerning telephone, wireless and Internet services – although not satellite or cable TV services.

With the advent of “bundled” services – combining TV with other telecom products – there appears to be considered a growing need for a “one-stop shop” for customer complaints, the CRTC says.

“Over 80 per cent of television subscribers obtain their television services from the licensed cable or satellite company,” the commission said.

At present, complaints about TV service providers are now being handled by CRTC staff. “Any time there is a big a decision we get a spike in calls,” said a CRTC spokesperson.



Thursday’s announcement is supposed to fill that regulatory gap. The CCTS watchdog already handles a lot more than 10,000 complaints a year, based on the regulator.

“With progressively more Canadians taking advantage of bundled offers including local voice, wireless, Internet and television services offered by exactly the same communications company, ensuring a single reason for contact to cope with their complaints has never been more essential,” CRTC chairman Jean-Pierre Blais said in a statement Thursday.



Even with so-called “skinny” TV packages, which came into effect March 1, CRTC staff have already fielded hundreds of questions or concerns concerning the new $25-per-month basic TV service.

Under the brand new CCTS guidelines, if the watchdog agrees that the TV service provider hasn’t met its obligations to consumers, it can require the provider to pay users by up to $5,000 “for losses related to certain complaints that are in addition to any reimbursements for billing errors.”

The CCTS will use its new authority to make sure TV providers react to direct customer complaints or billing questions.

gisfeld@nationalpost.com

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