Following a morning of rough headlines for the Canadian telecom industry, Quebecor has released its own statement to drive the point home. While national rivals are drowning in a 17% surge of complaints, the company’s subsidiary, Videotron Group (which includes Freedom Mobile and Fizz), is using the CCTS report to crown itself the leader in customer respect.
The numbers provided by the company tell a story of two very different industries. While industry giants like Telus saw complaints jump by nearly 78%, the Videotron brand saw a 6.6% drop. This marks the fourth year in a row that the company has improved its standing, even as it moves from being a regional player in Quebec to a national threat through Freedom Mobile.
“These results demonstrate that, as Canada’s fourth major telecommunications player, we remain fully committed to a business model rooted in transparency and respect for the customer,” said Pierre Karl Péladeau, President and CEO of Quebecor, in a statement touting the results.
Videotron highlights a specific point of pride for Freedom Mobile: its ability to resolve issues. According to the data, Freedom achieved a 95% resolution rate for billing disputes, the highest among all major providers. For customers tired of arguing over “mystery charges” or contract breaches, this is a powerful marketing tool that Videotron is now using to lure subscribers away from Rogers, Telus and Bell.
However, the expansion has not been completely perfect. The company’s digital only brand Fizz saw a 46% spike in service delivery issues this year.
Videotron is making it clear that it no longer views itself as a small regional player. It is directly challenging the ‘Big 3’ on the one metric they are currently failing: trust. The CCTS report shows that contract breaches and price hikes are the biggest drivers of Canadian anger, and Freedom Mobile’s promise of price freezes is hitting its rivals where it hurts most (we keep hearing about ‘surprise’ price increases from the likes of Bell and Telus, for example).
Péladeau concluded by stating that maintaining high customer satisfaction remains a point of pride for the entire team as they pursue rapid growth. With the incumbents facing a wave of negative public sentiment, Freedom Mobile appears ready to use these complaint numbers as a springboard for its next phase of national expansion.
While Freedom Mobile and its sister brands were the stars of the show for keeping its customers happy, the money side of things is a bit more complicated. Quebecor really shook up the wireless market in 2025, and investors loved it, sending the company’s stock up by 65%. National Bank analyst Adam Shine even called them the outright winner of the year. However, he and other experts are starting to wonder if the stock has already peaked, since all that good news might already be baked into the price.
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I don't know about that, I signed up with Freedom just before New Years and their customer service has been awful so far.
ive never had an issue with a csr,
You're lucky then.
the accents of their CSR is so insanely strong, sometimes you have to ask for a different rep whom you can understand well enough go talk to them.
I don’t think I will go any other provider than freedom.
I did uber for almost a year (just pausing now while in the Philippines) and there is NO way any gig driver dares use freedom mobile.