No. Although we may consider a provider’s policies or operating practices during the investigation of a complaint, the CCTS cannot direct a provider to change such policy or practice.
Example 1: A customer is asking that their service provider change the way their contract is worded for more clarity. Although we may consider whether the service provider failed in its obligation towards the customer with respect to the details of the contract, we cannot request that the service provider change the way the plan is written on the contract.
Example 2: A customer that considers the pricing of their service to be unreasonable and is asking that the service provider change the price of their service. Again, the CCTS cannot request that the service provider lower its price for a service provided.