Videotron, Fizz and Freedom Lead Industry in Customer Service: CEO

This morning we saw the annual report from the Commission for Complaints for Telecom-television Services (CCTS), which shows how major telecom brands handled customer issues over the past year.

While complaints in the industry went up by 38%, Videotron says it stood out with a 14% drop in complaints, marking its third year of improvement.

Its other brands Fizz and Freedom Mobile had smaller changes in complaints. Fizz saw a 2% drop in complaints, while Freedom had a 5.7% increase. Both brands have grown significantly as they expanded across Canada and gained more customers.

“The straightforward transparency of our practices and the dedication that characterizes our teams in customer contact centres, in stores, on the road supporting customers, or online have again made our Videotron, Fizz and Freedom Mobile brands stand-outs among Canadian providers,” said Pierre Karl Péladeau, President and CEO of Quebecor, in a statement.

“We owe this success to our passionate teams whose outstanding work builds lasting relationships with our customers and sets new standards of excellence in the telecommunications industry,” he added.

Quebecor says the CCTS report shows Videotron and its brands are performing better than many competitors in addressing customer complaints.

The CCTS annual report saw Rogers lead overall and billing complaints, followed by Bell and Telus, with huge increases year-over-year. No real surprise here given some of the stories you’ve told us over the past year about shock price increases on your bills.

Videotron touted its clear pricing, freezing of wireless plan prices, as part of what makes them stand out. We can thank Freedom Mobile for putting pressure on the ‘Big 3’ with its US and Mexico roaming plans, which only Public Mobile has matched out of sub-brands.