If your phone, internet or TV provider will not fix a problem, you are not stuck. The Commission for Complaints for Telecom-television Services (CCTS) is the independent body for these disputes, and using it is free for consumers.
Step 1: Try Your Provider First
The CCTS expects you to try to resolve the issue with your provider before coming to it. Complain in writing (email or the provider's complaint form), say what went wrong, what you want, and keep dates, reference numbers and copies of bills and contracts.
Step 2: Check That the CCTS Covers It
- Telephone: home phone, wireless, Internet and VoIP, for individuals and small businesses.
- Television (individuals): cable, IPTV and satellite.
Typical cases include billing errors, contract disputes, unexpected charges and service that was not delivered as promised.
Step 3: File the Online Complaint
The CCTS strongly recommends its online complaint form. Gather your account details, the timeline, what you already tried and the outcome you want before you start. Complaint resolution is free for consumers across Canada.
Prefer to talk? Call the CCTS toll-free at 1-888-221-1687 (TTY 1-844-713-3010), Monday to Friday, 9 a.m. to 5 p.m. Eastern.
What the CCTS Does With Your Complaint
- Reviews the complaint to confirm it is within its mandate.
- Asks your provider to try again to resolve it with you directly.
- Helps you and the provider reach a resolution you both accept.
- If it stays unresolved, investigates whether the provider reasonably followed the terms of your service.
- Can recommend a resolution: correcting errors, an explanation, an apology or compensation of up to $5,000. If both parties do not accept the recommendation, it can issue a binding decision.
Exceptions and Other Regulators
- Northwestel Internet: if you cannot resolve it with Northwestel, you contact the CRTC instead.
- Broadcasting content complaints (programming, not billing) go to the CRTC.
More background: Telecom Complaint Guide and Telecom Complaints Rising in 2026.
Draft your complaint to your provider (and the CCTS) in minutes.
Draft It With Asya →Frequently Asked
Does it cost anything to use the CCTS?
No. Complaint resolution is free for consumers across Canada.
Do I have to contact my provider first?
Yes. The CCTS says you should first try to resolve the issue with your provider.
Is the CCTS decision binding?
The CCTS can recommend a resolution. If both parties do not accept it, the CCTS can issue a binding decision.
Can small businesses use it?
Yes, for telephone services (home phone, wireless, Internet, VoIP). TV complaints are for individuals.
What is the CCTS phone number?
Call the Commission for Complaints for Telecom-television Services toll-free at 1-888-221-1687 (TTY 1-844-713-3010), Monday to Friday, 9 a.m. to 5 p.m. Eastern. You can also file online at ccts-cprst.ca.
How do I dispute a billing error with TELUS, Rogers or Bell?
Call or chat with the provider, or use its online account, and ask for an itemized review of the charge you think is wrong. Note the date, the agent's name and any reference number. If the first agent can't fix it, ask to escalate to a supervisor or the customer relations team. Keep paying the undisputed part of the bill. If the provider doesn't resolve it, file a free complaint with the CCTS.
Sources & Verification
Figures and contacts in this article come from official sources:
- CRTC: Commission for Complaints for Telecom-television Services (CCTS)
- CCTS: Make a complaint
- CRTC: How to make a broadcasting complaint
General information, not legal advice. Details and deadlines can change, so confirm with the agency before acting. Learn more about how ComplaintCA verifies information on our About page.