MONTREAL – Most telecom customers don’t know that if their service provider fails to address a complaint to their satisfaction, they may ask the Commissioner for Complaints for Telecommunications Services (CCTS) for help.
To coincide with the CRTC hearing on CCTS, the consumer group Option Consommateurs has released a research report called Do I have the right number? Customer Service at Telecommunications which recommends that the CCTS be given more power and greater publicity.
“Presently, consumers have no idea where to complain once they are convinced that they cannot get any satisfaction from their providers’ customer services”, said the report’s author, Geneviève Grenier, in a statement. “At this stage, complainants are ready to admit defeat as they have never been told by customer services about their providers’ in-house complaints service. More importantly, consumers do not know that they can contact the CCTS.”
The CCTS is a private, not-for-profit corporation incorporated under federal legislation. All service providers with annual Canadian telecom revenues greater than $10 million participate in CCTS and provide its funding, as mandated by the CRTC.
