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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.
- Any
attempt by a regulated company to retaliate against a complainant through its
regulated activities will be subject to CRTC review
and investigation and, where appropriate, remedial action will be taken.
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
CBSC
P.O. Box 3265, Station D
Ottawa, Ontario K1P 6H8
Tel: (613) 233-4607
Tel (toll-free): 1-866-696-4718
Fax: (613) 233-4826
E-mail: complaints@cbsc.ca
Internet:
www.cbsc.ca |
Advertising Standards Canada
Toronto
175 Bloor Street East, South Tower, Suite 1801
Toronto, Ontario M4W 3R8
Tel: (416) 961-6311
Fax: (416) 961-7904
E-mail:
info@adstandards.com
Internet:
www.adstandards.com |
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Montreal
2015 Peel Street, Suite 915
Montréal, Quebec H3A 1T8
Tel: (514) 931-8060
Fax: (514) 931-2797
E-mail: info@adstandards.com
Internet:
www.adstandards.com |
CRTC Contact Information
Telephone 1-877-249-2782 (toll-free)
TDD line 1-877-909-2782 (toll-free)
Central Office
Les Terrasses de la Chaudière
Central Building
1 Promenade du Portage
Hull, Quebec
Tel: (819) 997-0313
Fax: (819) 994-0218
TDD: (819) 994-0423 |
Mailing Address
CRTC
Ottawa, Ontario
Canada
K1A 0N2 |
in Nova Scotia
Metropolitan Place
99 Wyse Road, Suite 1410
Dartmouth, Nova Scotia
B3A 4S5
Tel: (902) 426-7997
Fax: (902) 426-2721
TDD: (902) 426-6997 |
in Quebec
205 Viger Avenue West
Suite 504
Montréal, Quebec H2Z 1G2
Tel: (514) 283-6607 |
in Manitoba
275 Portage Avenue, Suite 1810
Winnipeg, Manitoba R3B 2B3
Tel: (204) 983-6306
Fax: (204) 983-6317
TDD: (204) 983-8274 |
in British Columbia
580 Hornby Street, Suite 530
Vancouver, B.C. V6C 3B6
Tel: (604) 666-2111
Fax: (604) 666-8322
TDD: (604) 666-0778 |
in Ontario
55 St. Clair Avenue East
Suite 624
Toronto, Ontario M4T 1M2
Tel: (416) 952-9096 |
in Saskatchewan
Cornwall Professional Building
2125 11th Avenue, Suite 103
Regina, Saskatchewan S4P 3X3
Tel: (306) 780-3422 |
in Alberta
10405 Jasper Avenue, Suite 520
Edmonton, Alberta T5J 3N4
Tel: (780) 495-3224 |
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Date Modified: 2007-05-07
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