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About this library

An Investigation Finding Report (Findings) is a written report of the CCTS’ formal analysis and assessment of a complaint. The majority of the complaints we handle are resolved to the mutual satisfaction between the customer and service provider; however, some complaints are a little more complicated. Where a complaint cannot be resolved, we complete an investigation and issue our Findings.

We base our Findings on the information and documents the customer and service provider give to us. These Findings explain whether the service provider met their obligations to the customer.

If the provider did not meet their obligations, the Findings explain what the provider must do to fix the issue. If the provider and the customer both accept the Findings the provider must promptly implement the fixes.

More information about the CCTS’ complaint-handling process.

Reader notes

  • The CCTS publishes select Findings for illustrative purposes only.
  • The name and identity of customers and service providers, as well as the amount of compensation received by the customer, are removed from the published Findings.
  • Although the CCTS strives for consistency in its handling of complaints, Findings are issued on a case-by-case basis and the CCTS is not required to follow its previous Findings when issuing new Findings.
  • The CCTS began issuing Investigation Finding Reports on May 23, 2023. Read more information on our website.

New reports

Wireless Breach of contract

Published on 01/15/2025

This report documents our findings for the following issue raised by the customer:

  1. The customer’s complaint is that the service provider made an error or took …

Wireless Incorrect charge

Published on 01/15/2025

This report documents our findings for the following issue raised by the customer:

  1. The customer’s complaint is that the service provider billed the customer incorrectly for …

Wireless Intermittent Service

Published on 01/15/2025

This report documents our findings for the following issue raised by the customer:

  1. The customer’s complaint is that they experienced intermittent service delivery issues.

Please note that …

Additional resources

  • For trends, and/or aggregate complaint data, please visit our most recent Annual Report.
  • To check whether your telecom or TV service provider participates in the CCTS’ service, click here.