Billing issues remain a major problem for phone, internet and TV customers in Canada

Ottawa (November 30, 2022) – Today, the Commission for Complaints for Telecom-television Services (CCTS) released its 2021-22 annual report.  Between August 1, 2021 and July 31, 2022, the CCTS accepted over 12,000 complaints from consumers about their phone, internet and TV services.

The report highlights:

  • Over 12,000 complaints accepted, a 25% decrease from last year
  • CCTS continues to successfully resolve nearly 9 out of 10 complaints, often within 30 days
  • Billing issues and disclosure issues were raised the most often
  • Complaints about wireless device financing plans more than doubled

Problems with billing accounted for nearly 40% of all issues raised in complaints to the CCTS. Customers most commonly raised billing issues about incorrect charges and not receiving a promised credit or refund from their service provider.

The report also notes a troubling trend of increasing problems with wireless device financing plans. “As the cost of wireless devices increases, device financing plans are becoming more complicated, and consumers are often surprised at the fees they are required to pay when customers want to end a contract early” said Howard Maker, Commissioner and CEO of the CCTS. “Service providers should simplify these plans and the way they are disclosed to customers, so that customers better understand the terms.”

The work of the CCTS is to facilitate binding outcomes for consumers and make sure customers are treated reasonably and fairly, and to hold service providers accountable when they have not met their obligations to their customers. The report notes, again this year, the large number of complaints received by CCTS in which it should have been obvious to the provider that it needed to fix the issue yet failed to do so.  “We have been helping consumers resolve complaints with their communications service providers for almost 15 years. No matter how simple or difficult the case may be, Canadians can always reach out to us for help,” concludes Mr. Maker.

About the CCTS

We are Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. Let’s talk solutions!


Mathieu Pierre Dagonas,

Director, Communications and Stakeholder Affairs