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CCTS: 80% of Wireless Complaints Linked to Billing Error or Contract Disputes

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The Commissioner for Complaints for Telecommunications Services (CCTS) recently released their 2010-2011 annual report. What is the CCTS?

Our role is to resolve consumer and small business complaints about retail telecommunications services, including wireless, local and long distance telephone, and internet access services. Customers who cannot resolve their complaints about issues like billing, contract terms, or service delivery directly with their provider may file a complaint with CCTS for a fair, impartial and independent review

In 2010-2011, the CCTS saw an increase of 114% in the number of complaints compared to 2009-2010 (8007 vs 3747), which they link to an increase of public awareness of their services.

Complaints for wireless services once again led the way with more received than all other services combined, at 62.3%. As for the nature of these complaints, almost 80% of wireless complaints were either related to billing errors (45%) or contracts disputes (34%) combined. This is no surprise in Canada.

The CCTS provides a summary of complaints by service providers, and all complaints are lumped into one total for each company. Here is a list of companies with the most complaints and their total percentage of overall complaints (the Big 3 lead the way):

Bell: 2,348 complaints (29.32%)
TELUS: 1,387 complaints (17.32%)
Rogers: 1,355 complaints (16.92%)

Fido: 657 complaints (8.21%)
Virgin Mobile: 637 complaints (7.95%)
Solo Mobile: 226 complaints (2.81%)
Videotron: 153 complaints (1.91%)
Koodo Mobile: 129 complaints (1.60%)
Wind Mobile: 86 complaints (1.07%)
MTS: 72 complaints (0.90%)
SaskTel: 31 complaints (0.38%)
Mobilicity: 23 complaints (0.27%)
Chatr Wireless: 4 complaints (0.05%)
Public Mobile: 3 complaints (0.04%)

Here are complaints by province and territory:

Click here to download the entire PDF annual report for 2010-2011. There are some interesting case studies detailed inside.

What are some of your biggest complaints against wireless providers?

[via MobileSyrup]

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