Fact sheet

How to file a Broadcasting Complaint

What's the first step?

• Many complaints can be resolved by dealing directly with the broadcaster, cable company, satellite service or other service provider.
• If you are not satisfied with the way your complaint is handled, you may want to contact the Canadian Broadcast Standards Council, the self-regulatory council for private radio and television stations.

How can I file a complaint with the CRTC?

• Complaints should be in writing (letter, fax or electronically) to give the CRTC a concrete, accurate statement of the problem.
• Complaints can be made by telephone, but must be followed by a written confirmation.
• Send letters to the Secretary General, CRTC, Ottawa, Ontario K1A 0N2 or to the nearest CRTC office.
• Fax a letter to (819) 994-0218.
• Use the CRTC's complaints and inquiries on-line form to send it electronically.

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What kind of information does the CRTC need to pursue my complaint?

• Your full name along with an email or postal address, depending on how you want to be contacted.
• Brief description of the problem and/or your concerns.
• Identify the radio or television station involved by name or call sign and location.
• Provide the date, time and name of any program or advertisement that prompted you to write.
• Identify cable companies involved by name and location.
• Identify satellite or other wireless distribution services involved by name and your location (i.e. town or city and province).

Can I file a complaint any time?

• The CRTC supervises the Canadian broadcasting system and requires broadcasters to comply with its regulations.  However, the CRTC is not a board of censors and it does not have the authority to tell broadcasters what they can broadcast, nor can it act pre-emptively before a program has been aired.
• If you're concerned about a program or an advertisement, the CRTC must receive your complaint within four weeks of the broadcast. After 28 days, broadcasters are no longer required to hold their tapes and without them, it is possible that neither the CRTC nor the broadcaster may be able to address your concerns.
• With any complaint, it is best to contact the CRTC as soon as possible.

Tapes of Programs

• The CRTC obtains programming tapes for its own use. It does not request tapes or transcripts of broadcast programs on behalf of third parties.
• Some broadcasters will offer to provide tapes for a fee; they are not obliged to provide tapes or transcripts to the public.
• Individuals should deal directly with broadcasters to obtain tapes of programs and failing that, they may have recourse through the courts.

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Anonymous Complaints

• The CRTC does not pursue anonymous complaints. You must provide your full name and an email or postal address where you can be contacted.
• Broadcasters, cable companies and other service providers have the right to know the allegations against them, the identity of the complainant and the right of reply.
• Complainants should feel free to contact the CRTC without fear of reprisal from the regulated company involved in the complaint.

Complaints and Privacy

• To pursue a complaint, the CRTC requires your full name and an address where you can be contacted.
• The CRTC places all correspondence related to certain types of complaints on a publicly-accessible file.
• Under Canada's Privacy Act, you may refuse to have your correspondence placed on a publicly-accessible file. This should be indicated in your complaint.
• The CRTC may not be able to pursue complaints that are not placed on a publicly-accessible file.

What happens to a complaint?

Initially, it is reviewed by the CRTC's Client Services. It may be investigated and answered by Client Services or it may be referred to:

• the CRTC's Broadcasting or Legal Directorates for further investigation;
• the Canadian Broadcast Standards Council (CBSC) for resolution. As a first step, the CBSC will ask the company involved to address your concerns.
• the company involved for direct resolution, with no follow-up action by the CRTC; or
• the company involved with a request that it respond to your concerns within three weeks, with a copy to the CRTC. The CRTC will review your concerns and the company's response in light of its policies and regulations to determine if follow-up action is necessary. If further regulatory action is not required, the CRTC may not contact you again.

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How long will it take to process my complaint?

• You should receive a response from the CRTC within 10 working days, even if it is just to let you know that your complaint has been referred to the company involved or to the CBSC.
• The time required to finally resolve a complaint will vary, depending on its complexity.

What happens if a broadcaster, cable company or satellite service doesn't answer my complaint?

• Complaints from individuals requiring follow-up by the CRTC are placed on the company's publicly-accessible file three weeks after the CRTC responds to the complainants. The three weeks allows complainants to exercise their rights under the Privacy Act.
• If the company has not responded within three weeks, the CRTC will send it a written reminder.
• If your complaint alleges a breach of the Broadcasting Act, CRTC policies or regulations or a Condition of Licence, the CRTC will continue to pursue your complaint with the company involved.
• The CRTC will raise all unanswered complaints with the company at the time of licence renewal.

Do I have any other recourse?

• Complainants not satisfied with the response to a complaint handled by CRTC staff or by the CBSC may formally request that the CRTC review the complete file and issue a CRTC determination.
• The CRTC pursues complaints to the extent of its powers under the Broadcasting Act. This does not preclude anyone from reiterating or elaborating on concerns as part of the licence renewal process.

Contact Information

CRTC Contact Information

Telephone 1-877-249-2782 (toll-free)
TDD line 1-877-909-2782 (toll-free)

Date Modified: 2006-06-29

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