Increase in Telecom & TV Customer Complaints: Report

9 out of 10 complaints resolved during pandemic

Ottawa (March 29, 2021) – Today, the Commission for Complaints for Telecom-television Services (CCTS) released its 2020-21 Mid-Year Report, showing a 6% increase in the number of complaints it received from Canadian telecom and TV customers between August 1, 2020 and January 31, 2021.

Bell accounts for 20.3% of all complaints accepted, followed by Rogers at 13.2%, Fido at 10.3%, TELUS at 7.1% and Freedom Mobile at 6.5%.

Canadians complained most often about their wireless service, followed in order by internet, TV and local phone. The most frequently-raised concerns were “disclosure issues”, the majority of which involved a mismatch between what the customer was expecting and what they received, followed by incorrect charges on customer invoices.

“Canadian families have become more reliant on their internet services during the global pandemic. Many Canadians were working, studying and socializing from the comfort of their own home, and as a result, we observed a 50% increase in issues related to the quality of internet service.” notes CCTS Commissioner Howard Maker.

The CCTS also reports that violations of The Wireless Code declined from 46 to 28 during this period. The most common Code violation involved the failure by a service provider to issue a copy of the contract to the customer or the contract didn’t include information required by The Wireless Code.

“Although our team had to abruptly adapt to new working conditions, the CCTS continued accepting and resolving complaints since the onset of the pandemic, resolving almost 9 out of 10 complaints.” added Mr. Maker. “We are here to support Canadians who cannot resolve their complaint with their provider”.

The CCTS has the authority to provide compensation to Canadians who file a complaint about cell phone, internet, TV and phone services against their service provider. Our service is free to consumers and impartial.