Canadian Telecom Complaints Drop: Here’s How Rogers, Telus and Bell Fared

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The Commission for Complaints for Telecom-television Services (CCTS) released its 2021-22 Mid-Year Report on Monday, revealing a 26% drop in telecom and TV complaints from Canadians, between the period of August 1, 2021 and January 31, 2022.

Here’s how the the ‘Big 3’ fared when it came to the 6,682 complaints accepted, plus others:

  • Bell – 17.7%
  • Rogers – 15.0%
  • Fido – 11.3%
  • Telus – 8.0%
  • Virgin Plus – 7.6%
  • Freedom Mobile – 6.5%
  • Koodo – 5.7%
  • Videotron – 5.1%
  • Shaw – 4.9%
  • Xplornet – 1.6%

Complaints were down across the board for the ‘Big 3’ and their sub-brands.

The CCTS says nearly 9 out of 10 complaints were resolved, often within 30 days. Nearly 50% of all issues raised by Canadians were related to wireless services, followed by internet, taking almost a third of complaints. The top complaints were related to disclosure issues and incorrect charges.

“We continue to observe problems with service providers failing to disclosure important information to their customers when signing up for a new phone, internet or TV service,” said CCTS Commissioner and CEO, Howard Maker, in an issued statement. “This can lead to complaints if bills or services don’t meet the customer’s expectation.”

“Canadians who have been unable to resolve their dispute with their service provider regarding their phone, internet or television issues can file a complaint with the CCTS,” said Maker. “Despite the challenges of the pandemic we were able to provide uninterrupted services, with the CCTS continuing to resolve almost 9 out of 10 complaints, often within 30 days.”

Telus reacted to the CCTS mid-year report by saying in an email to iPhone in Canada, “While we are proud to see a meaningful decrease in complaints this year compared to last, we will not be satisfied until we receive zero complaints from our customers,” according to Zainul Mawji, Executive Vice-president and President, Home Solutions & Customer Excellence.

The independent CCTS says its impartial and free service has helped telecom customers resolve over 150,000 complaints related to phone, internet and TV over the past 15 years.