The Commissioner for Complaints for Telecommunications Services (CCTS) has released its first mid-year report, and at first glance it seems as though nothing has changed: Bell continues to be the number 1 telco customers complain about, while at the same time, overall complaints apparently continue to drop.
This report analyses complaints filed between August 1, 2014, and January 31, 2015. During this period, the CCTS received a total of 5,468 complaints.
Bell Canada maintained its top position on the list, as in previous reports: Of those 5K+ complaints, 1,989 were filed against Bell. In second place we once again find Rogers, with 1,240 complaints. This isn’t a surprise, since the 2013–2014 annual report released last November had the same ranking.
What is a surprise, though, is that Wind Mobile has entered the top three: During the half-year analysed by the CCTS, wireless subscribers filed 361 complaints against the carrier aiming for the fourth spot on the Canadian mobile landscape. In last year’s report, Wind ranked only sixth, with 510 complaints filed within a year.
The majority of issues were related to incorrect charges – 12.8% – followed closely by non-disclosure or misleading information of terms – 11.9%. Service quality was the subject of only 7.3% of complaints.
You can read the full report here.
Update: “We’re improving… but but we’re not there yet”, Telus’ Brent Johnston commented on the report.