Should I complain to the CRTC or the CCTS?

Billing problems, contract disputes, service quality and services you cannot remove from your package go to the CCTS, the independent ombudsman for telecom and TV complaints. Broadcast content goes to the CRTC or the CBSC. Misleading ads go to Ad Standards.

Where do I complain about a loud commercial?

The CRTC. It forwards the complaint to the broadcaster within 10 business days and the broadcaster must respond. Note the channel, date, time and program.

What does the CCTS check before accepting a complaint?

That you raised it with the provider first, that you became aware of the problem within the last 12 months (or up to 18 months, if you raised it with the provider within the first year and you were both still trying to resolve it after that), that it is not also before a body that can award compensation, and that you have not already filed a CCTS complaint about the same issue. If the complaint is not resolved by agreement, the CCTS can investigate and issue Investigation Findings, which can include billing corrections and compensation of up to $5,000. The service is free.

Where to escalate your complaint

Q: Where do I complain about offensive TV content or inaccurate news?

The Canadian Broadcast Standards Council, the industry body for private broadcasters that belong to it (not CBC or Radio-Canada). File in writing with the CBSC directly: it must receive your complaint within 28 days of the broadcast. It forwards the complaint to the broadcaster, and if the response does not satisfy you, a Ruling Request sends it to a panel, which issues a public decision.

These bodies are second-line: they expect you to contact your provider or broadcaster first. If you haven't, do that, note the date and any reference number, then come back.

1. Issue→2. Details→3. Where to file

What's your issue?

Every answer this tool gives, on one page

The wizard asks two questions and sends you to one of four bodies. This is the whole map, for anyone who would rather read it than click it.

Your issue	Where it goes
Billing problemWrong charges, unexpected fees, price increases	CCTS
Contract disputeCancellation issues, early termination fees	CCTS
Service qualityOutages, poor reception, technical problems	CCTS
Can't remove a serviceForced to pay for something you don't want	CCTS
Loud commercialsAds much louder than the program	CRTC
Offensive broadcast contentViolence, sexual content, discriminatory language	CBSC
Inaccurate newsFactual errors, biased reporting	CBSC
Other broadcast contentA different content concern	CBSC
Misleading adFalse claims, deceptive advertising	Ad Standards

CCTS: Commission for Complaints for Telecom-television Services

Independent ombudsman for telecom and TV complaints. Free to use. Providers are legally required to participate and respond.

What happens: Submit online (10 min). CCTS contacts your provider. Most resolved within 30 days. If not, CCTS can investigate and issue Investigation Findings, which can include billing corrections and compensation of up to $5,000.

If it is not resolved by agreement, the CCTS can investigate and issue Investigation Findings, which can include billing corrections and compensation of up to $5,000. The service is free. The intake form runs to 17 pages, and it checks four things before it will take a complaint:

You have raised it with the provider first. A phone call to customer service or a visit to a retail location counts. Note the date and any reference number.
You became aware of the problem within the last 12 months. The CCTS can still take a complaint up to 18 months after, if you raised it with the provider within the first year and you were both still trying to resolve it after the year was up. If you are unsure, the CCTS decides, not us.
The complaint is not also before a body that can award compensation, such as small claims court. Filing with the CRTC, BBB, Privacy Commissioner or Competition Bureau is fine.
You have not already filed a CCTS complaint about the same issue, unless that one was closed and the problem has come back.

Have these ready before you open the form, labelled with the question number the CCTS uses:

Q4The date you became aware of the problem
Q5The date you first contacted the provider about it
Q6Account type: individual or small business
Q8Provider name, from a dropdown of 400+ providers
Q9What you have already done with the provider: dates, who you spoke to, reference numbers, what they said
Q10Whether you are the account holder, authorized on the account, or neither
IssueA one- or two-sentence description of the problem
ResolutionWhat you want as the outcome: refund, credit, service restored, contract cancelled without fee

File with CCTS (opens on their site)

Template: CCTS complaint

I have an issue with my [TV/internet/phone] service from [PROVIDER NAME].

Account number: [YOUR ACCOUNT NUMBER]

The problem: [WHAT HAPPENED - dates, amounts, specifics]

I contacted [PROVIDER NAME] on [DATE] and they [WHAT THEY SAID/DID]. This didn't resolve the issue.

I'm requesting: [WHAT YOU WANT - refund, credit, service fixed, contract cancelled, etc.]

Include dates, amounts, and any reference numbers from previous calls.

Template: a service you cannot remove from your package

I'm being charged for a service I can't remove from my package.

Provider: [PROVIDER NAME]
Account number: [YOUR ACCOUNT NUMBER]
Service: [name of the bundled service you can't remove]

When I called on [DATE], I was told this service cannot be removed. I don't use it and don't want to pay for it.

Requested resolution:
- Remove this service and reduce my bill, OR
- Explain why I'm required to pay for an unrequested service

This is a known industry issue. Your complaint creates a record.

CRTC: Canadian Radio-television and Telecommunications Commission

Federal regulator for broadcasting. Handles complaints about broadcast content, loud commercials, and regulatory violations.

What happens: Submit online. CRTC forwards to broadcaster within 10 business days. Broadcaster must respond. CRTC may investigate further.

File with CRTC (opens on their site)

Template: CRTC complaint

I'm reporting an issue with broadcast content.

Channel: [CHANNEL NAME]
Date/time: [WHEN IT AIRED]
Program: [SHOW NAME]

What happened: [DESCRIBE SPECIFICALLY WHAT YOU SAW/HEARD]

Why this is a concern: [YOUR REASONING]

Be specific about date, time, and channel so they can pull the recording.

Template: a loud commercial

I'm reporting a commercial that was significantly louder than the program.

Channel: [CHANNEL NAME]
Date/time: [WHEN]
Program: [WHAT YOU WERE WATCHING]
Advertiser: [IF YOU NOTICED]

The volume difference was noticeable enough that I had to adjust my TV.

CRTC has loudness rules. Reports help them track violations.

CBSC: Canadian Broadcast Standards Council

Industry body for private broadcasters. Handles complaints about offensive content, news accuracy, and broadcast standards.

What happens: File in writing with the CBSC directly. It must receive your complaint within 28 days of the broadcast, so do not wait. The CBSC forwards it to the broadcaster for a response. If that response does not satisfy you, send back the Ruling Request form and a panel reviews it and issues a public decision. The CBSC only covers private broadcasters that belong to it, so it does not handle CBC or Radio-Canada programs.

File with CBSC (opens on their site)

Template: CBSC complaint

I'm filing a complaint about content on [STATION/CHANNEL].

Date/time: [WHEN IT AIRED]
Program: [SHOW NAME]

What happened: [DESCRIBE THE CONTENT]

Why this is a concern: [YOUR REASONING]

Include the station name or call letters, the program, and the date and time it aired, so the broadcaster can find the recording. Keep a copy of what you send.

Ad Standards: Ad Standards Canada

Self-regulatory body for advertising. Reviews complaints about misleading, deceptive, or offensive ads across all media.

What happens: Submit online (5 min). If accepted, they contact the advertiser. Council decision usually within 30-45 days.

File with Ad Standards (opens on their site)

Template: Ad Standards complaint

I'm reporting a misleading advertisement.

Advertiser: [COMPANY NAME]
Product: [WHAT THEY'RE SELLING]
Where I saw it: [TV CHANNEL / WEBSITE / ETC]
Date: [WHEN]

The ad claims: [WHAT IT SAYS]

Why it's misleading: [WHAT'S FALSE OR DECEPTIVE]

Screenshot or note the exact claims if possible.

For the longer version, with the one-year deadline, what the CCTS can and cannot order, and provider-specific escalation paths, see where to complain and the CCTS guide.