Survey Reveals 5 Things Canada’s Wireless Industry Needs to Change


The Globe and Mail has conducted a survey asking customers what the wireless industry needs to change. The following are the top five complaints from the over 500 readers surveyed in regards to the CRTC’s plan to implement a wireless code for our carriers to adhere to.

1. Prices need regulation – 93% of respondents said they were not satisfied with plans and 79% wanted the CRTC to step in and regulate pricing.

Brian Fernandes, from Mississauga, Ont., says:

“Worldwide rates are going down, but the Big Three have a stranglehold on consumers, who have succumbed to living with expensive contracts,”

2. Contracts are too long – 86% of respondents were aware they were not forced to sign contracts for wireless services, but 60% agree carriers should not offer subsidized devices in exchange for contracts. Many felt cellphones break down before three year contracts expire.

3. Contracts need better clarity – only 9% of respondents said they were satisfied with the clarity of their contracts, finding fine print misleading.

4. Fees are out of control – cancellation charges were determined to be the worst fee, with 20% saying admin fees and 19% pointing to roaming fees as points of frustration.

Mark Heieis of Vancouver:

“On termination of any contract, the provider must automatically unlock the cellphone at no cost, since both their subsidy and contract obligations are covered,” argued

5. Tougher watchdog required – 95% felt the CRTC should have the power to fine carriers if they disobey industry rules. 33% said the new wireless code would not be effective and were skeptical to how it would policed.

Robert from Prince George, B.C:

“While I am happy that the CRTC is finally looking into the gouging that Canadians suffer at the hands of the ‘might as well be monopoly’ of the Big Three and their subsidiaries, I really don’t think that any of them will care what the CRTC says or does,”

Currently, proceedings are underway with the CRTC having already questioned Rogers and TELUS executives. You can watch the live proceedings here and have your say. What changes would be at the top of your wishlist when it comes to wireless services?

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