Broadband, mobile & home phone
How to file a CCTS complaint in Canada
The free telecom dispute body can order credits and corrections. Here is the 14-day rule, the evidence it expects and how to frame your case.
2 Nov 2026 6 min read
Canada · Broadband & mobile
Broadband & mobile complaints in Canada
Internet, mobile and landline providers are among the most-complained-about essential services. Here is who to call, what to say, and how to escalate when the call centre stalls.
- Providers
- 3
- Regulators
- 4
- Guides
- 3
Country rule
The CCTS is free and independent; provincial boards handle energy and water.
Compare
3 Broadband & mobile providers
Escalation
Who to escalate to
Only escalate after giving the provider a chance to fix the issue and keeping a record of dates, reference numbers and evidence.
CCTS
Commission for Complaints for Telecom-television Services
The Commission for Complaints for Telecom-television Services is Canada's independent dispute-resolution body for phone, int…
Complaint route
CRTC
Canadian Radio-television and Telecommunications Commission
The Canadian Radio-television and Telecommunications Commission is the federal regulator for telecom and broadcasting in Canada.…
Complaint route
OO
Ombudsman Ontario
Ombudsman Ontario is an independent office that reviews complaints about Ontario government services and public sector bodies. It…
Complaint route
BCO
BC Ombudsperson
The BC Ombudsperson is an independent office that reviews complaints about British Columbia public bodies. It covers provincial g…
Complaint route
Common questions
Broadband & mobile complaints in Canada
What is the CCTS and how much does it cost?
The Commission for Complaints for Telecom-television Services is a free, independent dispute-resolution body. It handles complaints about phone, internet and TV services that the provider has not resolved.
Do I have to wait before contacting the CCTS?
There is no fixed waiting period. The CCTS expects you to give the provider a reasonable opportunity to understand and resolve the issue first. If the provider refuses, stalls or closes the complaint without a resolution, you can file. After the CCTS refers the complaint, the provider usually has 20 days to respond.
How long does a CCTS complaint take?
The CCTS reviews the file after you file, then gives the provider about 20 days to respond. Simple cases can settle in weeks; a formal decision can take a few months. Respond quickly to requests for information and keep the portal updated.
Playbooks
Guides worth reading first
How to write a complaint letter that gets a response
A one-page structure that works with telecom, energy and water providers in every market — plus the mistakes that get letters ignored.
2 Nov 2026 6 min read
Missed appointments: what you can claim in the US, UK, Canada and Australia
A no-show engineer is more than an inconvenience. Here is how compensation works in each market.
2 Nov 2026 6 min read