CCTS: Rogers, Bell Make Up 56% of Wireless Complaints [LIST]


Canadians are increasingly frustrated with their wireless service providers according to the Commissioner for Complaints for Telecommunications Services (CCTS) report. This is the conclusion drawn after the CCTS accepted 13,692 complaints between 2012 and 2013, up 26% year-over-year. Who are the service providers you should avoid based on the CCTS study? You’ll find out after the jump.

The most common complaints were related to billing errors, regarding a customer’s monthly price plan, which accounted for 11.5% of all complaints or 2,224, followed by loss-of-service and repair issues, which accounted for 10.8% or 2,080 complaints. Canadian wireless subscribers have also commonly complained about the 30-day notice for cancellation, early termination fees, and non-disclosure of terms, or misleading information about terms, among others.

As it turns out, Bell tops the list for consumer complaints for 2012–13, with 3,912 complaints filed against the wireless player, but Rogers is close behind with 3,803 complaints. Fido ranked third with 998, while Telus made it to the “top five carriers” with 883 complaints filed against it, down 27.1% compared to a year prior.

Obviously it’s all relative to the number of subscribers, held by each player. So, to get the full picture we’ve done our math homework: for Rogers if we add Fido and Chatr Wireless the total is 35.16%. In the case of Bell, we need to add Virgin Mobile and Solo as well, so the total is: 35.23%, while for Telus, there is Koodo, to complete the picture, so the total is 7.9%.

Over 90% of all complaints accepted by the CCTS were successfully resolved to the satisfaction of the customer or the service provider.

To make the report more visual we compiled a list, which you will find below.

CCTS study


  • Chrome262

    shocking!!! lol

  • Telus complaints dropped 27% YoY compared to Rogers and Bell, that’s a decent feat.

  • Chrome262

    I never had issues with customer service at Telus, they were always happy to help and often did a great job of calling back if they had to research a problem. Same for Fido, but its third, lol

  • Chad Kirby

    If you think of the number of customers each of the telecom companies must have – 4000 complaints is likely a very small fraction.

  • Yep, Fido is good, never had issues. Rogers though…

  • exaro

    One of the silliest things I’ve read here in ages. With their combined market share, that Bell and Rogers have only 56% of complaints is actually good news for the companies. Wind Mobile would like its market share to be as large as its proportion of complaints.

  • Erin

    I’d like to see these numbers based on market share so they make more sense..

  • Hidden

    It’s important to count the fact that rogers and bell each own 3 companies in this list. Funny the only ones they own that are in the negative are their prepaid brands, kinda hard to F up prepaid lol. Go Telus both It’s brands are in the negative even though they are the most expensive brand in Canada!

  • Ricky wuz here

    I didn’t know CCTS existed, or I would have filed a complaint against Telus.