OTTAWA — The Commission for Complaints for Telecom-television Services (CCTS) today released its new Annotated Guide to the Procedural Code (AGPC), which helps consumers and participating service providers understand how the CCTS interprets and applies its procedural code.
The CCTS Procedural Code is the framework for how the CCTS accepts, investigates and resolves complaints made by telecom and television customers against service providers. All telecom service providers and large, licensed television service providers, and their related exempt (i.e., unlicensed) television service providers, are required to participate in the CCTS.
As a condition of participation in the CCTS, these service providers agree to abide to, and be bound by, the CCTS Procedural Code. The CCTS reports on participating service providers’ compliance with their obligations, including the requirement to abide by the Procedural Code, in its annual Compliance Monitoring Report.
“The Procedural Code is the key document that sets out our approach to handling complaints, how we determine if a complaint has merit, and is the source of obligations for customers and service providers who engage in our processes,” said Janet Lo, assistant commissioner of legal, regulatory and stakeholder affairs for the CCTS, in a press release. “We have created this annotated guide to provide enhanced transparency about our approach and expectations, so both service providers and customers can gain insight into how we handle complaints. We hope that it will be useful to help parties better navigate the CCTS’ processes.”
The annotated guide follows the format of the Procedural Code, with a section-by-section discussion and case examples intended to illustrate the CCTS’s approach to issues raised by each section of the Procedural Code.
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