Canada has three separate organizations that handle broadcasting-related complaints, and filing with the wrong one is the single most common mistake consumers make. Each organization has a distinct mandate, and understanding the differences saves you time and frustration.
The CRTC: The Regulator
The Canadian Radio-television and Telecommunications Commission is the federal regulator. It sets the rules, grants licences, and enforces compliance. The CRTC handles complaints about the broadcasting system itself — content standards, licence condition violations, Canadian content requirements, accessibility, and loud commercials.
File with the CRTC when your issue is about what's being broadcast or whether a broadcaster is meeting its regulatory obligations.
The CRTC does not resolve individual billing disputes or service quality issues. It uses complaints to track patterns, inform policy decisions, and build the compliance record that matters at licence renewal time. Your individual complaint may not result in a direct resolution for you, but it contributes to the regulatory record.
The CCTS: The Consumer Dispute Resolver
The Commission for Complaints for Telecom-television Services is an independent organization that resolves individual consumer complaints about television, internet, and phone services. If your problem is with your bill, your contract, your service quality, or your equipment, the CCTS is almost certainly the right place.
The CCTS has real teeth. It can recommend billing corrections, refunds of up to $5,000, and changes to your account. If the service provider doesn't comply with a CCTS decision, the matter gets referred to the CRTC for enforcement. All major Canadian TV service providers are required to participate in the CCTS.
File with the CCTS when your issue is about how your provider is treating you as a customer — billing, service, contracts, or disputes.
The CBSC: The Industry Self-Regulator
The Canadian Broadcast Standards Council is a voluntary, industry-run body that handles complaints about content on member stations. Think of it as broadcasters policing themselves. Its mandate covers things like offensive content, portrayal of minorities, news accuracy, and violence or sexual content.
The key word is "member." Not all broadcasters participate in the CBSC, and it has no jurisdiction over non-members. Check the CBSC website to confirm whether the broadcaster you're complaining about is a member.
For content complaints about CBSC members, file with the CBSC first. If you're not satisfied with the outcome, or if the broadcaster isn't a CBSC member, you can escalate to the CRTC.
Quick Decision Guide
"I'm being charged for something I didn't order." → CCTS
"My cable bill went up without notice." → CCTS
"I saw something offensive on TV." → CBSC (if the broadcaster is a member), otherwise CRTC
"The commercials are way louder than the show." → CRTC
"I can't get closed captioning to work." → CRTC
"My internet keeps dropping." → CCTS
"I think a channel isn't showing enough Canadian content." → CRTC
"I want to cancel but they're charging me a fee." → CCTS
"I can't remove a channel from my package." → CCTS
For the full step-by-step filing process for any of these organizations, see our complete complaint guide.
Canadians for Broadcast Accountability monitors broadcaster compliance and helps Canadians navigate the CRTC process. Learn more about what we do or join our email list for updates.