Canada's Commissioner for Complaints for Telecommunications Services (CCTS) just released an annual report stating that his office resolved 90 percent of telecom complaints received within the past year.

Commissioner Howard Maker reported a significant increase in consumer complaints about roaming problems and telecom credit reporting. Complaints about roaming increased 240 percent over the previous year's levels, and complaints about telecom credit reporting increased 165 percent.

Maker expressed concern about the industry's handling of consumer credit reporting. "Customers who’ve had their accounts inappropriately referred to a collection agency face very real consequences, potentially impacting them in many ways," he said.

Despite increases in complaints regarding roaming and credit reporting, the industry successfully addressed some problems from previous years. CCTS reported that complaints about premium text messages had decreased by 98 percent.

Overall, CCTS handled over 14,000 customer complaints this year and resolved 70 percent of those complaints within 40 days. Total complaints received by CCTS increased by 26 percent over the prior year's levels. "Both consumers and providers have shown themselves willing to work together to achieve fair and reasonable solutions," Maker said.

CCTS works as an intermediary between telecom providers and consumers in the same way that the Better Business Bureau mediates between American businesses and consumers. Currently, 240 providers work with CCTS to resolve consumer complaints.

When CCTS receives a complaint, the organization evaluates the issue to see whether the problem falls within its mandate. If it does, then CCTS send a letter to the provider asking for a resolution to be delivered within 30 days.

When CCTS receives the company's response, it evaluates the resolution to see whether the company has resolved the complaint to the customer's satisfaction. If a consumer complains about a company that isn't a CCTS member, then the company is required to join CCTS within five days of hearing about the complaint.