Information updated as of 31 December 2013
Figure 1: Total retail ITMP complaints received by quarter and by type
The CRTC received 53 ITMP complaints during the past year.
ITMP disclosure complaints are those related to whether the Internet service provider (ISP) has disclosed information, on its website or in customer materials, about any ITMPs it uses.
ITMP usage complaints are those related to the effect of ITMPs on customers.
Active complaints as of 30 September 2013: 22
Total complaints received this quarter: 13
Active complaints as of 31 December 2013: 19
Closed* this quarter: 16
Forwarded to the CCTS this quarter: 0Forwarded 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.