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CCTS 2019-2020 Annual Report Sees 16% Increase in Wireless Code Breaches

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The Commission for Complaints for Telecom-television Services (CCTS) today released its 2019-2020 annual report, which it says saw a 19% decrease in consumer plaints.

The report, which covers the period from August 1, 2019 and July 31, 2020, saw the following highlights:

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  • Consumers filed 15,868 complaints
  • CCTS continues to successfully resolve nearly 9 out of 10 complaints
  • Complaint frequency by service (highest to lowest): wireless, internet, television, local phone
  • Most common complaints: Billing followed by disclosure issues
  • Wireless Code breaches increased 16% this year

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Looking at the top wireless issues, “disclosure issues” took 15% of wireless complaints, seeing a 12% increase year-over-year (YoY). Incorrect charges took 11% and saw a 3% hike YoY. Data charge complaints dropped 22% YoY.

Bell took 37% of disclosure issues—essentially customers not receiving clear and accurate information—but only saw a 4% YoY increase.

Rogers had 13% of disclosure issues, seeing a 39% jump in complaints YoY, followed by Videotron with 7% of disclosure issues and a 54% increase YoY. Fido saw a 45% jump in YoY disclosure issues, taking 6% of total disclosure issues.

Telus took 7% of disclosure issues but its YoY change was at 0%, while its subsidiary Koodo also saw a 0% YoY change.

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The report also takes into account the CRTC’s Internet Code that launched in January of this year, aimed at making it “easier” for consumers to understand offerings related to internet from providers.

“In spite of challenges presented by the COVID-19 pandemic, I am proud to report that the CCTS dispute resolution process has continued uninterrupted,” said Howard Maker, CCTS’ Commissioner and CEO, in a statement. “We continue to be a voice for consumers and offer trusted advice to service providers to facilitate ongoing improvements in accountability and transparency for Canadians.”

With most Canadians working from home during the beginning of the COVID-19 pandemic, the CCTS says it naturally saw a rise in home internet complaints from March and July 2020.

If you’re unable to resolve an issue related to wireless, internet, TV or phone service, you can file a complaint over on the CCTS website and it should usually be resolved.

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