Telecom ombudsman publishes Mid-Year Report
Ottawa (April 4, 2023) – Today, the Commission for Complaints for Telecom-television Services (CCTS) released its 2022-23 Mid-Year Report. The report shows a 12% increase in the number of complaints received from Canadian telecom and TV customers between August 1, 2022 and January 31, 2023. Customers complained most often about their wireless (mobile) services, followed by internet, TV and local phone (landline).
Rogers becomes the most complained-about provider
For the first time since the CCTS opened its doors in 2007, Rogers became the most complained-about service provider, with a significant increase in complete loss of service issues. Out of the over 400 service providers that participate in the CCTS, Rogers accounts for 17.4% of all complaints accepted, followed by Bell at 14.9%. TELUS and Koodo both saw a significant increase in the number of complaints filed by their customers, accounting for 13% and 9% of all complaints respectively.
Non-disclosure of important information remains a problem
Customers most frequently raised problems with the non-disclosure of information by service providers, which often involves a “mismatch” between what the customer was expecting to receive and what they received. Customers also frequently raised problems with their quality of service and incorrect charges on their bill.
“Ensuring that customers receive and understand all of the information needed to make informed purchasing decisions about phone, internet and TV services remains a problem,” says CCTS Commissioner and CEO, Howard Maker. “Being fully informed is the best protection that a consumer can have to avoid confusion and frustration.”
“The CCTS has been helping Canadians resolve problems with their service providers for 15 years, free of charge,” continues Mr. Maker. “Our long track record of successfully resolving almost 9 out of 10 complaints, often within 30 days, shows our commitment to offering an outstanding service. We remain committed to providing an outstanding dispute resolution service, and we will continue to improve and enhance our service delivery to customers and providers who need our help.”
Customers who are unable to resolve a dispute with their service provider can file a complaint online at ccts-cprst.ca.
About the CCTS
The CCTS is Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge. This year, the CCTS celebrates 15 years of helping Canadians. To date, we have handled over 150,000 complaints – most resolved within 30 days. Customers are encouraged to reach out to us for help if they are unable to resolve a dispute with their service provider. Let’s talk solutions!
Mathieu Pierre Dagonas, Director, Communications and Stakeholder Affairs