How to File a CRTC Complaint
A step-by-step guide to making your voice heard with Canada's broadcasting regulator.
What the CRTC Handles
The Canadian Radio-television and Telecommunications Commission (CRTC) regulates broadcasting and telecommunications in Canada. They handle complaints about:
- Television and radio broadcasters
- Cable, satellite, and IPTV providers
- Internet service providers
- Phone and wireless services
- Unsolicited telecommunications (spam calls, texts)
Note: For billing disputes with your provider, you may want to start with the Commission for Complaints for Telecom-television Services (CCTS), which handles individual consumer complaints.
Step-by-Step Process
Contact Your Provider First
Before filing with the CRTC, attempt to resolve the issue directly with your broadcaster or service provider. Document the date, who you spoke with, and the response. This shows you've made a good-faith effort.
Gather Your Information
Before filing, collect:
- Your account number (if applicable)
- Dates and times of the incidents
- Names of the broadcaster, channel, or service
- Documentation of your complaint to the provider
- Any relevant screenshots, bills, or recordings
File Your Complaint Online
The easiest way to file is through the CRTC's online complaint form. You'll need to select the type of complaint and provide details about your issue.
Write a Clear Description
When describing your complaint:
- Be specific about what happened
- Include dates, times, and channel/service names
- Explain how it violates regulations (if you know)
- State what resolution you're seeking
- Keep it factual - avoid emotional language
Submit and Track
After submitting, you'll receive a confirmation number. Keep this for your records. The CRTC will review your complaint and may contact you for additional information.
What Happens After You File
The CRTC reviews all complaints but doesn't resolve individual disputes like a court would. Instead, they:
- Track patterns: Multiple complaints about the same issue can trigger investigations or policy changes
- Inform licence renewals: Complaints become part of a broadcaster's record when their licence is reviewed
- Enforce regulations: Serious or repeated violations can result in penalties or licence conditions
Even if you don't get an immediate resolution, your complaint matters. It creates an official record and contributes to the CRTC's understanding of industry practices.
Tips for Effective Complaints
- Reference specific CRTC regulations if you can - it shows you understand the rules
- Keep copies of everything you submit
- Be patient - regulatory processes take time
- Encourage others with similar issues to file their own complaints