The Commission for Complaints for Telecom-television Services (CCTS) reported a record 20,147 complaints from Canadian consumers in 2023-24, with billing problems and difficulties switching providers leading the way. Rogers emerged as the most complained-about service provider.
Complaints about phone, internet, and television services surged by 38 percent in the 2023-24 reporting year, according to the watchdog responsible for handling grievances against Canadian telecommunications providers. The Commission for Complaints for Telecom-television Services ( CCTS ) revealed in its annual study that it processed a record 20,147 complaints from customers between August 1, 2023, and July 31, 2024. A commendable 88 percent of these complaints were successfully resolved.
Billing issues emerged as the most frequent consumer gripe, escalating by 47 percent from the previous year. This surge included complaints about unexpected charges, abrupt price increases, and carriers failing to deliver promised credits or refunds. 'The bill is where the rubber meets the road,' stated CCTS Commissioner and CEO Howard Maker, emphasizing the need for vigilance in reviewing bills due to their constant fluctuations. 'Anything that can go wrong in the service process typically originates from the bill, making it crucial for customers to scrutinize their billing statements.'A notable increase was also observed in complaints regarding contract ambiguity and the omission of vital information, with a 35 percent rise in this category. Maker highlighted the importance for service providers to ensure clarity and conciseness in their contracts, acknowledging that these complex services often lead to misinterpretations, misunderstandings, or a lack of understanding. The CCTS report coincides with Canada's national telecom regulator, the CRTC, launching several studies to address these very issues. Late last year, the CRTC initiated four consultations focusing on empowering consumers with greater control over their internet and cellphone services. These consultations include a study examining potential measures to notify customers when their plans or discounts are approaching their end, mitigating the risk of unexpected bill shocks.The CRTC is also exploring whether internet service providers should be mandated to display information through standardized labels, akin to nutrition labels on food products, providing consumers with insights into aspects like price and speed. Other consultations delve into the feasibility of implementing rules preventing providers from imposing charges when customers cancel or modify their plans, as well as exploring potential self-serve options for customers seeking to switch providers.The CCTS report underscored a 'troubling increase' in problems associated with service cancellation and switching providers. Complaints regarding the inability to cancel a service surged by 47 percent compared to the previous year, concerns about termination fees increased by 35 percent, and complaints about difficulties transferring wireless or phone services to another provider rose by one-quarter. Maker referred to this trend as a 'head-scratcher,' stating, 'Consumers are entitled to switch effortlessly, without any complications, and it's not happening. I'm baffled as to why this poses such a significant problem within the industry, but the figures are undeniable.'Other recurring complaints highlighted in the report stemmed from service performance issues, with customers persistently raising concerns about interruptions, slower-than-anticipated internet or wireless data speeds, poor audio quality, or dropped phone calls. However, the Canadian Telecommunications Association (CTA) cautioned against drawing conclusions that customer satisfaction is waning solely based on the increase in complaints. It suggested that heightened consumer awareness of the CCTS' work due to recent awareness campaigns, coupled with changes implemented by the commission to streamline the complaint filing process, could be contributing factors.'Despite this, the number of complaints remains relatively low, representing less than 0.08 percent of high-speed broadband and 0.05 percent of mobile phone subscribers in Canada,' stated spokesman Nick Kyonka in a release. The association, representing numerous carriers and manufacturers, emphasized that the report indicated a consistent decline in Wireless Code non-compliance incidents for the fourth consecutive year, with none of its members exceeding a single Internet Code violation. Rogers, the dominant player in Canada's telecommunications landscape, accounted for over 24 percent of all complaints received by the commission during the reporting period, solidifying its position as the most frequently complained-about service provider after overtaking Bell a year earlier. With 4,855 complaints, Rogers witnessed an almost 68 percent surge in customer reports to the commission compared to the previous year. 'As Canada's largest wireless and national cable company, we strive every day to do right by our customers and deliver an exceptional experience,' stated Rogers spokesman Zac Carreiro in a statement. 'We engage with millions of customers monthly, and while only a small fraction result in complaints, we acknowledge there's always room for improvement.' Bell trailed behind with 3,430 complaints, or 17 percent of the total, marking a near 46 percent increase from the commission's previous annual report.
Telecom Complaints Canadian Telecom CCTS Billing Issues Service Cancellation Rogers Bell
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