CCTS reports surge in Rogers, Bell, and Telus complaints

Customer complaints against telecom and TV service providers surged by 43 per cent between Aug. 1, 2023 and Jan. 31, 2024, according to the Commission for Complaints for Telecom-television Services’ (CCTS) most recent mid-year report. The report, released Thursday, highlights a total of 10,663 complaints accepted by the CCTS. A stark increase from last year’s 7,451 complaints over the same six-month period. Rogers Communications Inc. remains the most complained-about service provider, experiencing a 118 per cent increase in complaints compared to a year ago. With 2,820 complaints – mostly about incorrect charges, contract conflicts with agreement, and credits or refunds not received – the company is responsible for over a quarter of all accepted complaints. BCE Inc. received the second most complaints, totaling 1,748 – a 58 per cent increase from last year. Telus Corp. came in third with 1,437 complaints – a 48 per cent increase compared to last year. In fourth is Rogers’ flanker brand Fido, which received 1,067 complaints – a 20 per cent increase from last year. Finally, in fifth stands Quebecor Inc.’s Freedom Mobile, receiving 501 complaints – a four per cent increase from last year. The substantial rise in complaints was reflected across all types of services, with wireless services continuing to top the chart, making up 51 per cent of all complaints. Complaints related to internet services grew to 28 per cent of the total; TV services rose to 12 per cent; and local phone services increased to eight per cent. Across all services, incorrect charges on monthly plans emerged as the predominant issue, constituting 15 per cent of all reported problems. “The increasing numbers of complaints about overcharges on bills, and refunds or credits not being received is particularly alarming in light of the rising cost of living,” said Howard Maker, commissioner and CEO of the CCTS in a press release. Despite the rising numbers, the CCTS said it has managed to resolve 91 per cent of the reported cases, with most resolutions reached within 20 days. “We urge providers to continue listening to their customers and to work with them to fix problems as they arise. But when they are unsuccessful, the CCTS is here to help,” said Maker.

CCTS reports surge in Rogers, Bell, and Telus complaints

Brief | April 25, 2024

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CCTS reports surge in Rogers, Bell, and Telus complaints

Brief | April 25, 2024

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