How to File a CRTC Complaint
A step-by-step guide to making your voice heard with Canada's broadcasting regulator.
As a Canadian consumer, you have the right to complain when broadcasters and service providers don't meet their obligations. This guide explains when and how to file a complaint, and what you can expect from the process.
Which Organization Should You Contact?
Different organizations handle different types of complaints. Choosing the right one ensures your issue gets to people who can actually address it.
CRTC (Canadian Radio-television and Telecommunications Commission)
The broadcasting regulator. Contact them for:
- Content issues (offensive material, accuracy concerns)
- Licence condition violations
- Canadian content requirements
- Accessibility issues
- Loud commercials
- Systemic or regulatory concerns
CCTS (Commission for Complaints for Telecom-television Services)
Handles individual consumer disputes with service providers. Contact them for:
- Billing disputes and incorrect charges
- Contract issues and cancellation problems
- Service quality problems
- Equipment issues
- Credit and collection disputes
CBSC (Canadian Broadcast Standards Council)
Industry self-regulatory body for content standards. Contact them for:
- Offensive or inappropriate content on member stations
- Violence or sexual content concerns
- Portrayal of minorities or stereotypes
- News accuracy and fairness
Note: Only covers member broadcasters. Check their website to confirm membership.
Other Organizations
- Advertising Standards Canada: For misleading or deceptive advertising content
- Competition Bureau: For false or misleading business claims
- Provincial consumer protection offices: For general consumer rights issues
Common Types of Broadcasting Complaints
The CRTC receives thousands of complaints each year. Here are some of the most common issues Canadians raise:
- Loud commercials: The CRTC has rules requiring commercials to be broadcast at similar volume to adjacent programming. This is one of the most frequent complaints.
- Offensive content: Violence, sexual content, or discriminatory material that you believe violates broadcasting standards.
- Canadian content: Concerns that broadcasters aren't meeting their Canadian content requirements.
- Accessibility: Lack of closed captioning, described video, or other accessibility features.
- Licence violations: When broadcasters don't meet conditions set out in their licences.
- Unsolicited calls: Violations of the National Do Not Call List or unwanted telemarketing.
Step-by-Step Process
Contact Your Provider First
Before filing with the CRTC, attempt to resolve the issue directly with your broadcaster or service provider. Document the date, who you spoke with, and the response. This shows you've made a good-faith effort.
Gather Your Information
Before filing, collect:
- Your account number (if applicable)
- Dates and times of the incidents
- Names of the broadcaster, channel, or service
- Documentation of your complaint to the provider
- Any relevant screenshots, bills, or recordings
File Your Complaint Online
The easiest way to file is through the CRTC's online complaint form. You'll need to select the type of complaint and provide details about your issue.
Write a Clear Description
When describing your complaint:
- Be specific about what happened
- Include dates, times, and channel/service names
- Explain how it violates regulations (if you know)
- State what resolution you're seeking
- Keep it factual - avoid emotional language
Submit and Track
After submitting, you'll receive a confirmation number. Keep this for your records. The CRTC will review your complaint and may contact you for additional information.
What to Expect After Filing
Timeline
- Within 10 business days: The CRTC acknowledges your complaint and assigns a file number
- Forwarded to broadcaster: Your complaint is sent to the broadcaster or provider, who has an opportunity to respond
- Weeks to months: Full resolution can take weeks or even months depending on the complexity of the issue
Privacy Considerations
Be aware that your name and complaint details will be shared with the broadcaster. They have the right to know who complained and to respond. If you have serious privacy concerns, you can request protections under the Privacy Act, though this may limit the CRTC's ability to fully pursue your complaint.
How the CRTC Uses Complaints
The CRTC doesn't resolve individual disputes like a court would. Instead, they use complaints to:
- Track patterns: Multiple complaints about the same issue can trigger investigations or policy changes
- Inform licence renewals: Complaints become part of a broadcaster's record when their licence is reviewed
- Enforce regulations: Serious or repeated violations can result in penalties or licence conditions
Even if you don't get an immediate resolution, your complaint matters. It creates an official record and contributes to the CRTC's understanding of industry practices.
Tips for Effective Complaints
- Reference specific CRTC regulations if you can - it shows you understand the rules
- Keep copies of everything you submit
- Be patient - regulatory processes take time
- Encourage others with similar issues to file their own complaints
Frequently Asked Questions
How long does a CRTC complaint take?
The CRTC typically acknowledges complaints within 10 business days and forwards them to the broadcaster. Full resolution can take weeks to months depending on the complexity of the issue and whether it requires investigation.
What's the difference between CRTC and CCTS complaints?
The CRTC handles broadcasting content and regulatory issues - things like loud commercials, offensive content, or licence violations. The CCTS handles billing disputes, contract issues, and service quality problems with your TV service provider. If you're having trouble getting a refund or cancelling service, start with the CCTS. If you're concerned about what's being broadcast, contact the CRTC.
Is my name shared with the broadcaster?
Yes. Broadcasters have the right to know who filed a complaint and to respond. This is part of procedural fairness. You can request privacy protections under the Privacy Act, but this may limit the CRTC's ability to pursue your complaint effectively.
Can I complain about loud TV commercials?
Yes. The CRTC has rules requiring commercials to be broadcast at similar volume to adjacent programming. This is actually one of the most common complaints they receive. Document when the loud commercial aired and on what channel, then file your complaint. It helps to contact your provider first.
Do I have to file within a certain time?
For content complaints, file within 4 weeks of broadcast. This is important because broadcasters are only required to keep recordings for 4 weeks. If you wait longer, the evidence may no longer be available.
What happens if my complaint is successful?
Depending on the issue, the CRTC may require the broadcaster to address the problem, note it in their compliance record, or in serious cases, take enforcement action. Complaints also become part of the record when broadcasters apply to renew their licences.
Related Resources
- How to Intervene in CRTC Hearings - Go beyond complaints and influence policy decisions
- All Resources - Browse all CBA guides and tools