Status Report - Complaints Related to Internet Traffic Management Practices (ITMPs)

Information updated as of 30 June 2014

Figure 1: Total retail ITMP complaints received by quarter and by type

The CRTC received 51 ITMP complaints during the past year.

In the following figure, there is no distinction made between ITMP disclosure complaints (those related to whether the Internet service provider (ISP) has disclosed information, on its website or in customer materials, about any ITMPs it uses) and ITMP usage complaints (those related to the effect of ITMPs on customers).

Figure 1 contains four bar graphs. The bar graph on the far left illustrates the total number of complaints received by the CRTC pursuant to Review of Internet traffic management practices, Telecom Regulatory Policy CRTC 2009-657 during Q3 2013. 17 complaints were received. The second bar graph illustrates that 13 complaints were received during Q4 2013. The third bar graph illustrates that 11 complaints received during Q1 2014. The fourth bar graph illustrates that 10 complaints received during Q2 2014.

Activity from April to June 2014:

Active complaints as of 31 March 2014: 4

Total complaints received this quarter: 10

Active complaints as of 30 June 2014: 5

Closed* this quarter: 9

Forwarded to Compliance and Enforcement** this quarter: 0

*Closed complaints include complaints where CRTC staff has determined that the ISP is compliant with the CRTC’s policies, or the ISP has come into compliance subsequent to the complaint, and therefore the complaint is resolved; complaints that have been closed due to insufficient information received from the complainant; and complaints related to practices other than an ISP’s use of ITMPs. 

**The Telecommunications branch may forward a file to the CRTC’s Compliance and Enforcement branch, as outlined in Telecom Information Bulletin 2011-609.

For more information please see How to make a complaint about Internet service.