CCTS Says Telecom Complaints Up 6%; Rogers and Fido Saw 32% Combined Increase [u]

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The Commission for Complaints for Telecom-television Services (CCTS) released its mid-year report today for the period from August 1, 2020 to January 31, 2021, detailing telecom complaints from Canadians.

The report summary says complaints are up 6% overall, while about 90% of complaints are revolved often within 30 days.

During the start of COVID-19 and with people working from home, more internet-related complaints naturally took place, related to poor service quality and also “complete loss of service.”

Here are the companies rounding up the top 10 for complaints received:

  1. Bell: 20.3%
  2. Rogers: 13.2%
  3. Fido: 10.3%
  4. Telus: 7.1%
  5. Freedom Mobile: 6.5%
  6. Virgin Mobile: 6.2%
  7. Videotron: 6.2%
  8. Shaw: 5.2%
  9. Koodo: 4.2%
  10. Xplornet: 3.2%

The chart below shows the trajectory of complaints for the top five companies listed above since 2016-2017. The changes in this reporting period are as follows for complaints:

  • Bell: -17.3%
  • Rogers: +23.9%
  • Fido: +45.3%
  • Telus: -7.5%
  • Freedom Mobile: +1.9%

The major changes are from Rogers and Fido, seeing a combined 32.4% combined increase in complaints compared to the previous period, according to the CCTS.

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The CCTS says overall, 9,121 complaints were accepted and 88% of these were resolved. Of issues raised in complaints, 41% were related to wireless, followed by internet at 33%, then local phone at 13% and then TV at 12%.

Bell responded to the report by noting the following in a statement: “Today’s CCTS results show that the Bell team is focused every day on championing the customer experience, including unparalleled investment in network reach, speed and capacity, and we are proud that these efforts are resonating with our customers,” said Mirko Bibic, President and CEO of BCE Inc. and Bell Canada.

Update: corrected article and headline to note Rogers and Fido saw changes of 32% combined for complaints, compared to the previous period.

Update March 30: On Tuesday, Telus sent iPhone in Canada the following statement, from Tony Geheran, Executive Vice-President and Chief Customer Officer:

“TELUS has led the industry with the fewest complaints amongst national carriers for an entire decade, proudly differentiating ourselves from our peers on this important metric which demonstrates that we put our customers first and embrace their feedback to continually improve.

The significant investments we have made in our networks across Canada have kept Canadians connected to school, work, and one another over the last year, while enabling thousands of businesses to pivot to digital operations during the COVID-19 pandemic. Our customers have relied upon our services more than ever since March 2020, and we are proud to see that in that same timeframe, complaints about TELUS came down by 7.5 per cent year-over-year.

I am incredibly grateful to our customers for their flexibility and loyalty, and to our team who quickly adapted to new ways of supporting our customers, exemplifying our Customers First values.”