Complaints about phone, internet and television services jumped 38 per cent in the 2023-24 reporting year, says the watchdog that handles grievances about Canadian telecommunications providers.
The annual study by the Commission for Complaints for Telecom-television Services said it handled a record 20,147 complaints from customers between Aug. 1, 2023 and July 31, 2024. It said it was able to resolve 88 per cent of them.
More consumers also complained that their contracts are unclear and missing important information, with that category up 35 per cent. The CRTC is also considering whether internet service providers should be required to display information through a standardized label, similar to nutrition labels on food products, which would inform consumers about things like price and speed.
But the Canadian Telecommunications Association cautioned that the increase in complaints did not necessarily indicate customers are growing less satisfied with their providers. Rogers accounted for more than 24 per cent of all complaints accepted by the commission in the period included in its report, maintaining its position as the most complained-about service provider after overtaking Bell a year ago.
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