We listen. We help. Annual Report 2011-12 www.ccts-cprst.ca
[email protected] 1-888-221-1687 CCTS Annual Report 2011-12 Contents Message from the Chair of the 2 Participating Service Providers 20 Board of Directors, Mary Gusella Signing Up Service Providers Message from the Commissioner, Howard Maker 3 Working with Service Providers to Improve Who We Are & What We Do: Our Mandate 4 Process and Resolve Complaints Our Complaints Process: How it Works 5 Penalizing Customers for Complaints to CCTS The Year in Review – Highlights of 2011-12 6 List of Participating Service Providers Dealing with Customer Complaints Customer Survey 23 Deposit and Disconnection Code What Customers Said About CCTS A National Wireless Code What Customers Said About Service Provider Public Awareness Update “Public Awareness” Activities 2011-12 Complaints 8 Who We Are 27 2011-12 Operational Statistics Report Our Board of Directors Summary of Leading Complaint Issues Our Team Summary of Issues Raised in Complaints Statistics 30 Topics + Trends 12 Definitions Billing Detailed Analysis of Issues Raised in Complaints Case Study #1 – Phantom Service Analysis of Closed Complaints Case Study #2 – But it’s all in my bill… Compensation Analysis Case Study #3 – Why didn’t you just tell me?! Out-of-Mandate Complaints Contract Disputes Contact Centre Activities Case Study #4 – Contract? What contract? Complaints by Service Provider Case Study #5 – Where did it say that? Complaints by Province Case Study #6 – I didn’t ask you to Contact Us 47 make that change Service Delivery