Rogers/Shaw generated 34 per cent of all accepted complaints, says mid-year report
Consumer complaints about telecom and TV services have increased by 61 per cent, according to new data from the Commission for Complaints for Telecom-television Services (CCTS).
According to the latest CCTS Mid-Year Report, released early Wednesday morning, the CCTS accepted 19,157 complaints from wireless, internet, phone and TV customers between Aug. 1, 2025 and Jan. 31, 2026, compared to 11,909 complaints accepted during the same six-month period in the prior year.
Rogers/Shaw had the highest number of complaints during the reporting period, accounting for 34 per cent of all complaints accepted by the CCTS, according to the report. Collectively, five service providers — Rogers/Shaw, Telus, Bell, Fido and Koodo — made up 79 per cent of all accepted complaints. Among those providers, Fido had the largest increase in complaints since last year’s midpoint. Complaints about Fido jumped by 156 per cent, followed by Rogers/Shaw (up 95 per cent), Koodo (up 39 per cent), Telus (up 31 per cent) and Bell (up 26 per cent).
Wireless continues to be the service customers complained about the most, representing 56 per cent of all issues raised in complaints, according to the CCTS report. Internet services represent 28 per cent of all issues raised, followed by TV services (9 per cent) and local phone services (6 per cent).
A 53-per-cent increase in wireless issues raised in complaints was largely driven by customer concerns related to installation and activation fees, incorrect monthly plan charges, and roaming charges, the CCTS report said.
Billing issues remain the top concern for customers across all types of service. Concerns about being charged the wrong amount for monthly service plans account for more than 15 per cent of all issues raised in customer complaints, according to the report, which noted concerns about incorrect monthly charges increased by 66 per cent compared to last year’s midpoint.
The CCTS said 88 per cent of concluded complaints during the reporting period were successfully resolved — meaning both the consumer and the service provider agreed to the solution — which represents a three-per-cent increase since the midpoint of last year. Most of those resolutions were achieved within 20 days, the CCTS said.
