Canada: CBC News Network — Marketplace

20260816 03:30 UTC · 00:31:07 · 422 transcript segments · GDELT Visual Explorer · plain-text transcript · Event Map

Marketplace puts the country's top telecom companies to the test after hearing from so many about poor customer service. We speak with call centre insiders who say a lack of training, job outsourcing and sales pressures are contributing to the decline in service.

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Transcript

Original Broadcaster Captioning (Enhanced). Treat it as a searchable index of what was broadcast, not a quotation record.

00:01:44[tense music playing]
00:01:49[indistinct chatter]
00:01:57of a violent criminal network
00:01:59responsible for home invasions and robberies.
00:02:03[Ioanna] Over in neighbouring Peel region,
00:02:05the alarming jump in jewelry store robberies
00:02:07and home invasions prompted police
00:02:09to create a task force called Project Night Train.
00:02:13Police announced the results of the crackdown this past Ju.
00:02:17We have identified 13 individuals
00:02:19responsible for these crimes.
00:02:24[Ioanna] We met with Inspector Sean Brennan and the team behind Project Night Train
00:02:28in Mississauga.
00:02:29They gave us a behind-the-sces breakdown of the investigatio.
00:02:32Many of the suspects, they sa, are just kids.
00:02:35You know, we've never seen the prevalence
00:02:37of young persons committing crimes at these levels ever.
00:02:41It's disturbing when
00:02:44we are talking a three-year average here in central robbery for the Region of Peel,
00:02:47and 40% of our offenders are young persons.
00:02:50Escalation of violence is the worst we've seen in this office by far.
00:02:54And over property and stuff too. You are scarring these people for life.
00:02:58So six of the 13 arrested being Young people...
00:03:02it's not just a problem that we're having case specific,
00:03:05for us it's kind of a trend region-wide, GTA-wide.
00:03:09Something we're trying to obviously get ahead of,
00:03:12figuring out the recruitment process.
00:03:15[Ioanna] What's emerging, police say is minors
00:03:17being approached by adults.
00:03:19Is there a master who's kind of
00:03:22controlling the show, or how is this happening? [Shoniker] It seems like
00:03:25there's a network on social media.
00:03:26It's usually young people at risk are met
00:03:29by somebody who we would call the organizer.
00:03:33They exchange phone numbers, they create these group chats
00:03:36and when they're ready to go do-- identify a target,
00:03:39they'll put it out on the group chat to who's up to doing them.
00:03:43They call it a mission. They'll organize a spot to meet.
00:03:46So in essence these people, the offenders getting together,
00:03:49may have never met each other before. [Ioanna] Nine? [Shoniker] There's nine of them.
00:03:53[Ioanna] Breaking the glass in the middle of the day. [Shoniker] Yep. [Ioanna] Detective Justin Shoniker
00:03:57shows us one of the most dramatic robberies Project Night Train investigated.
00:04:01He says the lack of connection between suspects
00:04:03makes identifying them even more of a challenge.
00:04:06Especially because they move so fast.
00:04:09[Shoniker] Now they're coming outside, As you can see, they're all holding bags,
00:04:12reusable shopping bags full of the stolen jewelry.
00:04:16What do you think when you see them
00:04:18start smashing away at the display cases? [youth mother] It's so disappointing,
00:04:22like, it really is.
00:04:25[Ioanna] This woman says her 16-year-old son
00:04:27is accused of taking part in multiple smash and grabs.
00:04:31I just don't think that he sees...
00:04:33the severity...
00:04:36of his charges.
00:04:39[Ioanna] She's speaking exclusively to The Fifth Estate.
00:04:42As a minor in custody the law does not allow her son to be named,
00:04:46and we cannot show you who she is
00:04:48in order to protect his identity. Do you have an idea of who was behind it?
00:04:52[youth mother] The police told me that
00:04:54there was a group of adults
00:04:56that were recruiting them.
00:04:58I don't know where they're meeting them.
00:05:01I don't know...
00:05:03like-- I don't know if they're...
00:05:07you know, hanging out at, like, spots teenagers do.
00:05:10Is it at the mall? Like, I have no idea.
00:05:13What were these adults telling him and his friends?
00:05:19He said that he was approached by somebody
00:05:21who told him that he wanted to see,
00:05:25like, young teens make money and flourish.
00:05:30And he was like, "This guy just wants us to--
00:05:33he wants to see us do better
00:05:35because there's not a lot of options for us."
00:05:38I told him that it sounded very predatory.
00:05:42He was told that, you know, they have insurance.
00:05:45Right? So, like, it's a victimless crime.
00:05:50[Ioanna] She says her son was promised money,
00:05:52at least $2,000,
00:05:54and told as a minor he would get off easy.
00:05:57[youth mother] The messaging, I guess,
00:06:00that he was told was that...
00:06:03if he's under 18, he's a young offender.
00:06:07And if you're a young offender, then it just goes away
00:06:10once you become an adult, so none of it matters.
00:06:14[Ioanna] Over in York region, police are about to catch a break.
00:06:23after news that Toronto police arrested three minors.
00:06:28I believe they were arrested for a shoplifting incident in Toronto.
00:06:31And through that arrest,
00:06:33our investigators became engaged. There was information that led us to believe
00:06:37that those offenders were likely related
00:06:39to our robbery series that we've been investigating this week.
00:06:43Since then one of the investigators
00:06:45typed through the evening and was able to get
00:06:48a search warrant granted through a justice of the peace.
00:06:50So that search warrant allows us to go to a residence.
00:06:53That residence is in Toronto, and we're going to execute the search warrant.
00:06:57Three suspects come up with hammers. [Ioanna] Wow. To help make the case
00:07:00for that search warrant.
00:07:02Detective Constable Matt Milry says he pored over
00:07:05security camera footage tying the suspects
00:07:07to one of the stolen vehicles police had been watching.
00:07:11They parked it near an apartmt building in Toronto.
00:07:13From that video, we observed
00:07:15our suspects getting into a taxi.
00:07:18We were able to identify the taxi company,
00:07:20and then through the taxi company,
00:07:23found the trip records of where those suspects were driven to.
00:07:27Which was an address in Toronto.
00:07:29So then we go to get video from that apartment building.
00:07:33So the video here is the taxi arriving with our suspects.
00:07:36That's them exiting? That's them exiting and then they're going to enter the building.
00:07:41What do you expect to find or hope to find? So we're hoping to find evidence of the offense.
00:07:45So we're looking for clothing, any types of weapons,
00:07:47tools that may have used in the robberies,
00:07:50items that may have been taken during the robberies.
00:07:55[Ioanna] Moments after officers arrived on the scene,
00:07:57another unexpected lead.
00:08:00We were told to hang back until they got inside.
00:08:02Okay, so this is the unit here that the investigators are in.
00:08:05The door's just cracked open. It sounds like they're explaining a few things
00:08:09to the occupant that's inside.
00:08:10I've been told that there's one male adult inside
00:08:18removing the individual from the residence. He's under arrest right now for possession
00:08:22of property obtained by crime over 5,000.
00:08:24They seized a significant amount of jewelry within the residence.
00:08:38How big of a deal is it that you not only found
00:08:41stolen merchandise but yet another suspect?
00:08:44I mean, in this case, I think it's a great lead for our case.
00:08:49Not in every case do you recover amounts of stolen property.
00:08:53In this case, it certainly seems to be
00:08:55telling us that the property was destined for this location.
00:08:59Where it was going to go from here, I don't know.
00:09:02But it's certainly giving us that in-between point
00:09:05that we're always looking for.
00:09:09[Ioanna] In that cruiser, a 19 year old who now faces several charges
00:09:13related to a home invasion, possession of stolen vehicles
00:09:16and a jewelry store robbery.
00:09:19And in this case, because he's the, it seems right now to be the only adult,
00:09:23do you think he might be playing a more senior role
00:09:26in any of these crimes? He certainly could be.
00:09:29And those are all angles that we'll be looking for
00:09:32as the investigation, again, unfolds.
00:09:34By no means is the investigation completed here today.
00:09:37Is there other people out there that we don't know of?
00:09:40So potentially your spiderweb might only get bigger.
00:09:43It certainly can, yes.
00:09:48[youth mother] There's a lot of emotion. [Ioanna] This mother says she never expected
00:09:52her teenager would be facing robbery charges.
00:09:55I think that...
00:09:57my son heard, you know, the treasure
00:10:00that awaited him and kind of got baited with that.
00:10:04What was the appeal, you think?
00:10:07Money, freedom.
00:10:11They're going to be able to impress people
00:10:12and they're going to be able to wear certain clothes.
00:10:15People will say, where are their parents?
00:10:19They're watching horrifically from the sidelines.
00:10:25I think most parents...
00:10:29want the best for their children,
00:10:31and I don't think the best involves any of this.
00:10:35As a parent, you're worried about them being bullied at school
00:10:38and you're maybe worried about them doing drugs.
00:10:41You're typically not preparing yourself
00:10:45for them to...
00:10:56from a jewelry store and we also have
00:10:59broken glass in the bottom of the bag.
00:11:02So that's a pretty telling piece of evidence for us.
00:11:06[Ioanna] Back at York Police Headquarters,
00:11:08today's operation led to a surprise arrest
00:11:10and a trove of potential evidence
00:11:13that seems to tie back to those stolen cars
00:11:15police had been watching.
00:11:19So, like here, you can see glove marks.
00:11:23[Ioanna] And while this investigation moves forwd
00:11:26a bigger, disturbing pattern is also emerging.
00:11:30Young suspects out on bail reoffending.
00:11:35We're seeing the same players again and again and again.
00:11:38And you're seeing people re-victimized or new victims,
00:11:41and you know, that part's hard to watch.
00:11:44And we're doing everything we can to lock them up, but they're right back out again.
00:11:49[Ioanna] In Peel alone, 42% of the youths charged
00:11:53by the Central Robbery Bureau
00:11:54were breaching prior release conditions.
00:11:57If you look at the numbers, the numbers don't lie.
00:11:59We're not-- The deterrent isn't there, so the messaging isn't there.
00:12:03And you know, these repeat offenders and this cycle of violence that's occurring...
00:12:07it has to stop.
00:12:08There's a lot of people who are talking tough on bail reform,
00:12:11but do you think the answer is to lock kids up?
00:12:14Excellent question.
00:12:17And a tough answer.
00:12:20When you look at the crime and the severity of the crime
00:12:23and the impact of the community and,
00:12:24you know, there should be a deterrent for violent crime.
00:12:28So we need to absolutely look at how do we get ahead of that
00:12:32with those community supports. But for those that are committing
00:12:35absolute violent crime, they have to be held to account.
00:12:39-[Ioanna] Coming up... -when you're directly
00:12:40investing in youth, you are preventing crime.
00:15:53[tense music playing] [Ioanna] Back at Jewelry Forever,
00:15:57after three attempted smash and grabs,
00:15:59Jerry Sorani and Joe Kasap are always on high alert.
00:16:03You always, like, looking over your shoulder per se,
00:16:07to do the business that you used to be doing it comfortably,
00:16:10now it's not comfortable anymore. We have all loyal customers
00:16:14which always, you know, coming back. But definitely it affects
00:16:17-the foot traffic. -Foot traffic, yeah. Definitely, it took that away.
00:16:19If somebody comes in with the hoodie, sunglasses, you're not coming in.
00:16:23At least you have a little bit, that little power because you have the doors locked.
00:16:27If I have, let's say, six, seven young kids, guys,
00:16:31want to come in at the same time, -Not at the same time. -...unfortunately, they're not going to come in.
00:16:34That's probably one of the biggest things
00:16:36you can do to prevent these from happening in the first place is being able to control entry.
00:16:40Look at your exterior,
00:16:42understand how they can get in,
00:16:44and either mitigate for your windows and your doors.
00:16:49I think having something to protect your front glass windows
00:16:52is a great idea, whether you're using film, laminate glass, or polycarbonate.
00:16:56And then inside, you want to look at
00:17:00some sort of security glass on your display cases,
00:17:03if possible, or limit the amount of jewelry
00:17:07that you actually leave out. So if you are victimized,
00:17:17at this location for 17 years.
00:17:19They've never had to be this careful, and they're not sure how much longer
00:17:23they can stay in business. Pleasure to meet you again.
00:17:26The insurance just keeps going to go up and up.
00:17:28And for me to pay $5,000 a month now
00:17:32because if you have incidents, it's going to be $10,000 a month.
00:17:35Third incident happened. Fourth incident happens. Insurance companies say,
00:17:39"Sorry, I cannot even insure you anymore." So, and-- when that--
00:17:43when that happened, how am I going to run my business?
00:17:46[Ioanna] In fact, remember that third robbery attempt on their store?
00:17:49It's part of that sprawling series of violent crimes
00:17:52we tracked with York police.
00:17:54And how do you feel that the June attack was connected
00:17:57to a string of other incidents?
00:18:00There is no consequences, right? When there's no punishment...
00:18:03The law has to...
00:18:05change for this to kind of come to a stop.
00:18:09What we need to do is scrap liberal bail.
00:18:13There's something broken when there is a revolving door
00:18:15in our justice system, particularly around bail.
00:18:18If people that are committing crimes
00:18:21are. Seeing a justice system
00:18:23that's not holding them accountable,
00:18:25that creates opportunity for more crime.
00:18:29[Ioanna] Rising calls led the federal government
00:18:30to announce a sweeping bail reform bill this fall.
00:18:34It would toughen sentencing and make bail harder to get,
00:18:37especially for violent and repeat offenders.
00:18:40And now they would have to prove to the court
00:18:42why they should be granted bal instead of the onus
00:18:45being on the crown to prove why they shouldn't.
00:18:48We're making bail stricter to keep you safer.
00:18:52You're focusing on the wrong thing.
00:18:55We need to be investing in our youth
00:18:58and investing in our youth's future.
00:19:01[Ioanna] Karla Bailey is the executive director of My Neighborhood Services,
00:19:05which runs out of this community hub in Mississauga.
00:19:08It has given thousands of young people a place to go
00:19:11and always something to eat.
00:19:13We ensure that food is in every single one
00:19:17of our youth programs.
00:19:19Are you hearing that people might be making those decisions
00:19:22because they need money for food? What are you hearing? There's a lot of different things.
00:19:26There's the food, the social media, what's going on.
00:19:29There is the wanting to fit in.
00:19:32There's the friends, there's the siblings.
00:19:36You can't just put one thing and say,
00:19:40this is what's causing it, right?
00:19:43"What's the most common crime committed
00:19:45by youth in Canada?" Okay.
00:19:49[student] Yes, it's theft under 5,000. That's the most common crime.
00:19:54Again, there's no judgment in this room, but we also have to respect everyone.
00:19:57[Ioanna] Prevention is the goal behind many of their programs here.
00:20:01And they start early, as young as middle school.
00:20:03We have mental health programs...
00:20:07that will say, okay...
00:20:10What is it that we can help you with...
00:20:13that supports this need?
00:20:16How can we help you...
00:20:21to do better?
00:20:23[Ioanna] Still, there are gaps, and she's trying to close the.
00:20:27Bailey's organization also helps young offenders
00:20:30get back on track. When we look at our...
00:20:35Youth Justice Reintegration program,
00:20:38that program...
00:20:41it is supposed to serve...
00:20:4560 youth.
00:20:47Last year it served 220 youth.
00:20:53What does that tell you?
00:20:54We all know prevention is so much better than cure,
00:20:58but we get to reintegrate them into society,
00:21:01give them the tools to succeed, to not reoffend.
00:21:08Have you guys been as busy since we left? -It has been, yes. -Yeah?
00:21:12It hasn't really slowed at all.
00:21:14[Ioanna] A few months after we first met with York police,
00:21:17we went back to speak to the head of its Hold-Up Un,
00:21:19Detective Sergeant Ryan Boulay.
00:21:22We had an uptick in home invasions this year.
00:21:25We're also trending up in our jewelry store robberies.
00:21:28[Ioanna] He told us the unit has added four new officers
00:21:31to investigate yet another spike in violent robberies.
00:21:35I'll tell you that in 2023 to 2024,
00:21:37we've seen our jewelry store robberies increase roughly 133%.
00:21:42And in 2025, we're trending upwards
00:21:44of that number that we've seen last year. It's kind of our five year high.
00:21:48What do you make of that?
00:21:50I mean, it's disturbing that it seems every time
00:21:54we make an arrest or an occurrence happens, another one seems to follow it.
00:21:57And that's not just, you know, strictly the York region.
00:22:00We're seeing that across the Greater Toronto area.
00:22:03[Ioanna] And getting to the people calling the shots
00:22:05is still a challenge.
00:22:07In a lot of cases, they're not willing to provide,
00:22:11if you want to call it, statements as to who had sent them there,
00:22:14who orchestrated it, and I'd imagine
00:22:16a lot of time that's fear of retaliation, right? You speak to the police, you're known as a rat,
00:22:20and you're gonna essentially, you know, you may not be
00:22:23in that good of a place when you get released from custody.
00:22:26How worried are you if there is no intervention?
00:22:29Certainly if there's no intervention, I would be willing to bet
00:22:33that there's really no positive outlook
00:22:36that's going to come for adulthood with those offenders.
00:22:38At the end of the day, we as the police, we get it,
00:22:40we need help as well to combat these types of crimes,
00:22:44especially when we're seeing such young offenders.
00:22:47[Ioanna] The home invasion case we told you about ended with convictions,
00:22:51including one for a young offender.
00:22:53But that night still haunts the family.
00:22:56[sister 2] It just felt very violating
00:22:58because it happened in our own house.
00:23:00Like, at night, when I go to sleep,
00:23:02I can't close my eyes.
00:23:04I feel like if I close them,
00:23:07and then I feel like they're standing right there
00:23:09at the doorway because that's when they stormed up and...
00:23:12that's when we first saw them. You didn't get a chance to talk to them,
00:23:16but if you did, what would you say to them?
00:23:19So I wanted to ask "Why you did this?
00:23:23What motivated you?" And then...
00:23:27"See what you have done?
00:23:29Do you think you're proud of what you have done?
00:23:32How far can they go doing this?
00:23:36This cannot take you far."
00:23:41[youth mother] Constantly wonder if it's the right decision for him,
00:23:44if it's the right decision for the rest of my family.
00:23:47[Ioanna] This mother is afraid for her son's safety and his future,
00:23:51and it forced her to make a tough choice. Where is your son right now?
00:23:55[youth mother] He's in the detention center.
00:23:56And why is he still in the detention center?
00:23:59Because I am not bailing him out.
00:24:03I don't think that...
00:24:09bailing him out is what is going to support him.
00:24:14He would learn outside with the same group of people
00:24:17that he got arrested with.
00:24:20I think...
00:24:22overall, unfortunately,
00:24:25he is safer there.
00:24:31[Ioanna] Is that your hope that it will deter? That bail reform will deter?
00:24:34[youth mother] I do hope bail reform...
00:24:37helps because until...
00:24:40there's somebody able to kind of push back,
00:24:43I think at the people telling them,
00:24:45like, "You'll get money, but go and do this for me,
00:24:48because if I do it, I get 15 years.
00:24:50If you do it, you get to go home to your mom."
00:24:55I don't think the adults are going to stop
00:24:57using kids, you know?
00:25:00It's also, like, really pathetic to use a child
00:25:04for financial gain.
00:25:06It's pretty sickening.
00:25:20Hi there Canada.
00:25:24The funny, not so funny thing about the
00:25:27world right now is the thing you maybe didn't see coming.
00:25:32My favorite word? Tariff. Minimum 10% tariff on
00:25:36all imports. We're already hearing about layoffs. He is
00:25:40trying to break us.
00:25:43So you have questions. How should Canadians be preparing
00:25:47for that next trip? How seriously are you taking
00:25:49this threat? How is Hamilton bracing for
00:25:52tariff impact? And while your elbows have been
00:25:55up, elbows up, for us it's the sleeves rolled
00:25:57up. Because you need answers.
00:26:01Our journalists countrywide and all over the world are on the
00:26:06case. Canada, we got you and we are right
00:26:09there, right beside you trying to make
00:26:13sense of it with you.
00:28:28We're on St. Mary's Bay in Nova Scotia,
00:28:30the richest part of Canada's billion dollar lobster industry,
00:28:34where there's a war on the water.
00:28:37-Go home. -You go home, lady.
00:28:40[Steven] Intimidation and frequent threats of violence.
00:28:43Places burning down, windows getting smashed in.
00:28:46Houses being shot up, people getting shot at.
00:28:49You hear stories that's a little lawless sometimes around rural Nova Scotia.
00:28:52The fight over who gets to fish here
00:28:54has left communities bitter and divided.
00:28:57[Matthew] We're not pirates, we're not the villains. [Steven] Does racism play a role here,
00:29:01-do you think? -Uh... No.
00:29:04A dispute with roots older than Canada itself.
00:29:07Lobster's not going anywhere. [laughs]
00:29:10It's been around for a very long time.
00:29:12[Steven] We look at who's cashing in on the chaos.
00:29:14I'm sick of it, there's nothing to do with conservation. It's just, it's total greed.
00:29:18We ain't [bleep] going anywheres neither.
00:29:21[Steven] That's next week on The Fifth Estate.
00:29:26Want more Fifth Estate? Sign up for our weekly newsletter,
00:29:30be among the first to know abt our upcoming investigations
00:29:34and get behind the scenes details
00:29:36you can't find anywhere else.
00:29:38Head to our website, cbc.ca/fifth to subscribe.
00:30:39[Asha Tomlinson] It's a scam that targets vulnerable teens.
00:30:42So she says, "Wow, you are looking good."
00:30:45An innocent exchange that leads to sexual extortio.
00:30:50There is no other scam that involves targeting children,
00:30:53coercing them into a sexually compromising situation.
00:30:56[Asha] We find criminals cashing in on fear
00:30:59all the way from Nigeria...
00:31:01Why do you scam people?
00:31:05[Asha] ...and uncover the tragic truth
Data courtesy of The GDELT Project (gdeltproject.org), from the Internet Archive TV News Archive. Film strip and transcript are GDELT's, rehosted here under their terms of use, which permit it with this citation.