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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

TV intermittent service

Published on 07/02/2026

Ce rapport présente nos conclusions concernant le problème suivant soulevé par la personne qui a déposé la plainte :

  1. La plainte de la personne porte sur le …

Internet intermittent service

Published on 07/02/2026

Ce rapport présente nos conclusions ainsi que les mesures correctives prescrites concernant le problème suivant soulevé par la personne qui a déposé la plainte :

  1. La plainte …

TV, Home Phone Credit not received

Published on 07/02/2026

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

  1. The customer’s complaint is that the service provider did not apply promised credit(s), …

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.