Commission for Complaints for Telecom-television Services
Dismiss the provider’s objection under section 10.1 and keep the file open.
The letter ·
Re: CCTS COMP-01407916-PF - Danilo Dzyuban - Objection CCTS:[number]
Hello,
Freedom Mobile objects under section 10.1, which requires that the Customer "has previously brought the matter to the attention of the Participating Service Provider" and that the provider "has been afforded a reasonable opportunity to investigate and resolve the matter". Both limbs are answered on this file.
Freedom Mobile cancelled the transfer of my number on 31 July 2026 and told me nothing. I learned of that cancellation on 12 September 2026, from Freedom Mobile's own email in this complaint, 6 weeks after it happened and a month after I filed. Until that date I believed the number had moved to Public Mobile on 31 July 2026, and I directed my complaints there. A customer cannot bring to a provider's attention a decision the provider never disclosed to him.
I wrote to Freedom Mobile on 25 August 2026 at [email] about this number. The letter was delivered and never answered. Freedom Mobile now states that this is not its support address. The Freedom Mobile contact page lists telephone, live chat, WhatsApp and Apple Messages. It lists no email address. I do not use voice calls, which is on this file. A provider that offers no written channel cannot argue that the customer failed to approach it in writing.
Freedom Mobile has investigated this matter. Its Executive Office wrote to me on 11 September 2026 and again on 12 September 2026, setting out its porting records, the result of the request of 31 July 2026, and the state of the account. It resolved nothing: no report on the porting failure, no compensation. The opportunity section 10.1 protects was taken and used.
I did not open a separate file against Freedom Mobile. The CCTS did, after I answered its Information Required letter of 25 August 2026.
Dismiss the objection and keep COMP-01407916-PF open. Send me the Objection Letter referenced in your email of 14 September 2026. It did not arrive with the message.
Respectfully,
Danilo Dzyuban
Ottawa, Ontario [postal code]
The answer ·
Dear Danilo Dzyuban,
Your service provider has objected to the CCTS accepting your complaint. Freedom Mobile believes that we did not have the authority to accept the complaint under our Procedural Code<https://www.ccts-cprst.ca/codes-stats-and-reports/procedural-code/>;.
The details, as described by Freedom Mobile:
Please refer to attached Objection Letter for details. Freedom Mobile is objecting to complaint 01407916-PF as per ‘Section 10.1: The PSP was not provided a reasonable opportunity to address the issue prior to the complaint being submitted to CCTS’.
No action is required from you. We will review your provider's objection and your complaint to re-evaluate whether we can continue to handle the complaint.
We may contact you for further information.
Once we have completed our assessment, we will contact you and your provider to explain the outcome in writing.
For more information about our mandate, please see About the CCTS.
Sincerely,