CCTS Hearing day one: Participation should be mandatory, trigger-based system needs to be changed

By Perry Hoffman

GATINEAU - The mandate review for the Commissioner for Complaints for Telecommunication Services (CCTS) kicked off on Tuesday with the body arguing that voluntary participation would make it much more difficult to resolve complaints – and that some consumers could find themselves on the short end of the complaints process.In addition, the trigger-based system of participation is unruly and hasn’t proven effective in forcing telecom service providers (TSPs) to join the CCTS.Josée Thibault, assistant CCTS commissioner, noted “there is a real risk that many providers would withdraw from CCTS, creating a situation in which some customers are entitled to recourse...