2015-16 CCTS Annual Report: Overall Wireless Complaints Drop Again

The number of customer complaints declined for the third consecutive year, the Commissioner for Complaints for Telecommunications (CCTS) 2015–16 annual report reveals. Howard Maker, the Commissioner and CEO of CCTS, attributes this trend to a number of factors, such as service providers aiming to keep their CCTS numbers low, improvements in customer service and the carriers’ willingness to solve certain complaints “in-house”.

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The CCTS received a total of 15,761 complaints with wireless accounting for most at 7,931. Billing was the main issue reported to the CCTS (3,363 complaints), followed by contract disputes, with 2,706 complaints.

Rogers had the biggest drop in complaints in the latest annual report (?52.5%), prompting the CCTS to note that the carrier “has been proactively working … to gain a better understanding of the issues driving complaints, [and] we’ve seen a significant drop in accepted complaints.”

Videotron claimed top spot for the best customer experience, as highlighted by the carrier in a press release. Fact is, Videotron accounted for only 4.9% of all complaints in the report, which is among the lowest, and also had the highest complaint-resolution rate. Telus recorded a 22% increase in complaints.

“The focus on customer experience is in our DNA,” said Manon Brouillette, President and CEO of Videotron. “Day after day, we apply all our know-how to maintaining our lead on this front. But we must continue to improve, particularly in mobile service, which accounts for 50% of all customer complaints. We are very proud of where we are in mobile after only 6 years. The expectations are high and we fully intend to continue investing all our efforts in continuously improving our service and delivering the best customer experience anywhere.”

Bell Canada continued to lead the list with the most complaints, but has recorded a 18.3% drop compared to last year.

You can read the full report on the CCTS’ website by following this link.

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