Canada's broadcast and telecommunications regulator gave a vote of confidence to the Commissioner for Complaints for Telecommunications Services Wednesday, noting that the agency is doing a good job serving as an intermediary between customers and the big communications companies.
In making the decision to extend mandate of the CCTS for another five year, the CRTC found that the agency's governance structure and mandate "remain appropriate."
"Following an extensive review, we are satisfied that the CCTS is doing a good job of resolving complaints on behalf of consumers and small businesses," said Leonard Katz, the CRTC's vice-chairman of telecommunications.
"An independent agency like the CCTS is an essential intermediary in a market where competition is growing by the day and the majority of telecommunications services are no longer regulated."
The CRTC also ruled that all telecommunications service providers must become members of the CCTS to ensure that more Canadians are able to benefit from the agency's complaint-resolution services. Previously only companies with annual revenues of more than $10 million were required to join.
The Commission has also asked the agency, which helps resolve disputes between Canadians and their service providers, to include more details in its annual report regarding the types of complaints it receives.
The industry-funded organization handles disagreements such as billing disputes and errors; service delivery; credit management; white pages, directory assistance and operator services; and unauthorized transfer of service.
This, it said, would enable a better assessment of trends, the agency's complaint-resolution activities and the effectiveness of public awareness activities.