Commission for Complaints for Telecom-television Services – Complaints Management System Replacement

The Commission for Complaints for Telecom-television Services (CCTS) is Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge. With the objective of improving service effectiveness, efficiency, and transparency to customers and service providers, CCTS required a modern, collaborative, and automated case management system. 

To meet this need, ITK leveraged the rapid deployment capabilities of the Microsoft stack using Dynamics 365 and the Power Platform to deploy a production ready MVP solution within the first 6 months of this enterprise project. The solution includes a customer facing intake where the public reports complaints; a case management application to automate, collaborate, and track all interactions; and an application and portal for participating telco and television providers to manage and communicate responses and resolutions. Key components include customer profile management; complaint record management; workflow and email integration; dashboards and reports; user and security role administration; and data migration. 

The solution deployed with CCTS streamlines its complaint management processes and enhances its decision-making processes by providing real-time data insights and allowing for faster responses to its clients and customers. These applications also improve operational efficiency, automating manual tasks and timelines, reducing redundancies, and optimizing resource allocation. Additionally, the solution’s ability to track KPIs and SLAs in a robust manner provides clear visibility into performance metrics, enabling proactive adjustments to workload fluctuation and the delivery of exceptional service to Canadian consumers and service providers.

CCTS has published an article and YouTube video articulating their vision for this project and digital transformation: and

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