How to Complain to the CRTC About Your TV Service

Are you being billed too much? Is programming changing and you weren’t aware of it? Here’s how to fight back.

On September 1st, the Canadian Radio-Television and Telecommunications Commission (CRTC) started accepting complaints from Canadians related to their subscription TV services.

The new step adds to your ability as a consumer in Canada to complain to the CRTC about the content provided by your TV or radio broadcaster, the coverage on CBC news or its journalistic practices, your mobile or home phone service, or your Internet service.

Any complaints you make are backed by what’s known as the TV Service Provider Code (TVSP Code).

What does the code stipulate? Basically it says that service providers need to communicate with customers in plain language that’s easy to understand. Special offers and promotions must be easy to interpret, and people with disabilities must be offered a trial period of a minimum of 30 days , so they can see if the service meets their needs.

Any changes in programming must also be clear for the consumer 30 days before they occur, and any service outages must be explained by the service provider.

Do you feel like you’re not getting the TV service you should be? Here’s how to make a complaint to the CRTC:

1) Go Online

You can file a complaint about your TV service by visiting the webpage of the Commission for Complaints for Telecom-Television Services (CCTS). Simply click on the red ‘Submit a Complaint’ button and take 15 minutes to fill in the online form.

2) Fax in Your Complaint

If taking the time to file your complaint online isn’t an option, you can complete this PDF form and fax it in to the CCTS.

3) Mail It In

You can also mail in your form to:

P.O. Box 56067 – Minto Place RO
Ottawa, ON
K1R 7Z1

4) Phone in Your Complaint

If you need to communicate verbally to make your complaint, you can phone it in with the required information in hand at 1-888-221-1687.

5) Use Accessible Services

For additional accessibility you can use the CCTS TTY service at 1-877-782-2384, or ask to communicate via vide relay service (VRS). Trained customer service agents are on-hand to provide information and take complaints.

 

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