Wireless Complaints Almost Half of All Complaints Raised by Consumers: Report

9 out of 10 complaints successfully resolved despite challenges presented by pandemic

Ottawa (April 4, 2022) – Today, the Commission for Complaints for Telecom-television Services (CCTS) released its 2021-22 Mid-Year Report, showing a 26% decrease in the number of complaints it received from Canadian telecom and TV customers between August 1, 2021 and January 31, 2022.

Bell accounted for 17.7% of all complaints accepted by the CCTS, followed by Rogers at 15.0%, Fido at 11.3%, TELUS at 8.0% and Virgin Plus at 7.6%.

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

“We continue to observe problems with service providers failing to disclose important information to their customers when signing up for a new phone, internet or TV service,” said CCTS Commissioner and CEO, Howard Maker. “This can lead to complaints if bills or services don’t meet the customer’s expectation.”

The CCTS also reports on confirmed and alleged violations of four CRTC codes of conduct. There were 24 confirmed breaches of the Wireless Code, many of which involved issues with providing required notice to customers before disconnection. The CCTS also confirmed 5 violations of the Internet Code.

“Canadians who have been unable to resolve their dispute with their service provider regarding their phone, internet or television issues can file a complaint with the CCTS,” said Mr. Maker. “Despite the challenges of the pandemic we were able to provide uninterrupted services, with the CCTS continuing to resolve almost 9 out of 10 complaints, often within 30 days.”

Over the past 15 years, the CCTS has helped customers resolve over 150,000 complaints about phone, internet and TV service issues with their providers. Our service is independent, impartial and free to consumers.