Cable problems : Problèmes de télédistribution : quels recours individuels pour les consommateurs canadiens? : rapport final du projet présenté au Bureau de la consommation d'Industrie Canada

Jean-Pierre Blais, CRTC Chairman1 Despite the rise of over-the-top television services, the cable and satellite television (hereinafter “cable”) industry is flourishing and far from disappearing in the short term in Canada, one of 10 countries where the percentage of pay television subscriptions is the highest in the world2. [...] Throughout the report, we will discuss the results of a telephone survey conducted to learn about the reasons that lead consumers to make complaints about a problem with a cable operator, consumers’ knowledge of the various complaint-resolution services, and their satisfaction with those services. [...] Table 3 Subjects of Complaints to CCTS 2012-201313 The CCTS, in its submission as part of the CRTC’s Let’s Talk TV consultation, provided some data on complaints received about broadcasting services: CCTS analyzed all of the in-scope telecommunications complaints that reached the Investigation level in the first three quarters of 2013-14, and in which a broadcasting issue was also raised. [...] To the 659 respondents who subscribe to a pay television service, price and the lack of flexibility top the list of dissatisfactions. [...] Among the problems classified in the Others category, respondents mentioned, in particular: price changes during the term of a contract (6.4%), changes in the choice of channels during the term of a contract (3.0%), service changes during the term of a contract (2.5%) and cancellation fees (2.2%).