Commission for Complaints for Telecom-television Services
Review of the closure of 7 October, decided without the complainant’s submissions.
The letter ·
Re: Re: Re: COMP-01407916-PF - Danilo Dzyuban - Objection Accepted CCTS:[number]
Hello,
For the Commissioner and Chief Executive Officer.
On 7 October 2026 the objections team accepted Freedom Mobile's objection under section 10.1 and closed COMP-01407916-PF. I require the Commissioner to set that decision aside and decide the objection again under subparagraph 6.7(a)(i) of the Procedural Code.
THE DECISION WAS MADE WITHOUT MY REPRESENTATIONS.
Subparagraph 6.7(a)(i) has the Commissioner decide an objection after the representations of the Customer. On 6 October 2026 I asked for the copy of the objection that section 6.7 requires Freedom Mobile to give me. I asked for confirmation that the objections team would not decide before it received my representations on it, and I set 15 October 2026 for the answer. The objections team decided the next day. The decision rests on "documentation" from Freedom Mobile that I have never seen. I could not answer a document withheld from me.
THE DECISION LEAVES OUT FREEDOM MOBILE'S OWN INVESTIGATION.
Section 10.1 asks 2 things: that the matter was brought to the provider's attention, and that the provider had a reasonable opportunity to investigate and resolve it. Freedom Mobile's Executive Office wrote to me on 11 and 12 September 2026. On 12 September 2026 it wrote: "I have looked further into your account with Freedom." It set out the port results of 31 July and 29 August 2026 and the state of the account. Freedom Mobile investigated in writing.
On 12 and 13 September 2026 I put 4 requests to that same Executive Office: the porting records for 31 July 2026, the refusal codes, the date and method of any notice that the transfer had been cancelled, and the billing for 31 July to 29 August 2026. Freedom Mobile has answered none of them in 25 days. Section 6.7(c) gives a provider 20 days to answer a complaint.
My representations of 15 September 2026 set this out. The decision of 7 October 2026 does not mention the Executive Office, its 2 emails or the 4 requests.
FREEDOM MOBILE HID THE MATTER UNTIL 12 SEPTEMBER 2026.
Freedom Mobile cancelled the transfer on 31 July 2026 and told me nothing. I learned of the cancellation from its email of 12 September 2026. A customer cannot bring to a provider's attention a decision the provider never disclosed. The decision does not address this.
THE EXTENSION.
The decision states that extensions "are generally processed automatically". Section 19.1 binds the Commissioner's discretion to a test: a change of time must not operate unfairly to the Customer. An extension processed automatically applies no test. Record that the extension of 23 September 2026 was granted without the assessment section 19.1 requires.
WHAT I REQUIRE, BY 19 OCTOBER 2026.
1. The Commissioner's decision setting aside the closure of 7 October 2026 and reopening COMP-01407916-PF.
2. The objection and the documentation Freedom Mobile filed with it, so that I can make representations under subparagraph 6.7(a)(i).
3. If the closure stands, written confirmation that section 10.1 is now met. The matter reached Freedom Mobile's Executive Office on 12 and 13 September 2026, and Freedom Mobile has had 25 days. The CCTS accepts the complaint again as of the date of this letter, with no new Information Required stage. It confirms that a closure under section 10.1 is not a previous determination under paragraph 10.2(a).If 19 October 2026 passes without a decision, the handling of this file goes to the CRTC.
This exchange goes into the public record at https://dzyuban.com/legal/record/
Respectfully,
Danilo Dzyuban
The answer ·
Dear Danilo Dzyuban and Freedom Mobile,
On September 14, 2026, Freedom Mobile objected to Danilo Dzyuban’s complaint further to section 10.1 of the CCTS Procedural Code on the basis that, in Freedom Mobile ‘s view, the customer has not given them the opportunity to resolve the issue.
Pursuant to Section 6.8 of our Procedural Code, we have considered Freedom Mobile’s objection. After a full review of the complaint, we are accepting the objection to the reasons explained below.
The Objection
The provider has shared documentation to demonstrate that the customer didn’t contact them prior to the submission of the complaint.
Our Assessment
We considered the customer’s complaint and the provider’s objection.
The CCTS cannot accept a complaint unless the customer has first informed their service provider of the issue and provided a reasonable opportunity to resolve it.
The customer stated that they contacted the provider through [email]. However, there is no evidence that this email address belongs to the provider or is an authorized customer contact channel, as it does not appear on the provider’s website.
As the Procedural Code requires prior contact with the service provider, the CCTS cannot accept a complaint where the customer has not demonstrated that such contact occurred before the complaint was submitted.
The customer also raised concerns regarding the extension requested by the provider. Under the CCTS Procedural Code, providers may request extensions, which are generally processed automatically. In this case, Freedom requested an extension because the response deadline was approaching and the objection had not yet been determined. Accordingly, the extension was processed in accordance with the Code.
Conclusion
In light of our assessment of the complaint and Freedom Mobile's objection, we have concluded that the complaint doesn’t meet the requirements of the Procedural code.
Therefore, we have proceeded to close the complaint further to section 10.1 of our Procedural Code. The CCTS Procedural Code can be found at: https://www.ccts-cprst.ca/codes-stats-and-reports/procedural-code . If you have any questions or concerns regarding anything contained in this correspondence, please do not hesitate to contact us.
Sincerely,
The answer ·
Dear Danilo Dzyuban,
Thank you for your e-mail dated October 8th, 2026. We have updated your file and informed the CCTS objections team for review.
If you have any questions or concerns regarding your complaint, or anything contained in this email, please do not hesitate to contact us.
Sincerely,