The Commission for Complaints for Telecom-television Services (CCTS) released Thursday its 2024 mid-year report, which shows a 43 per cent increase in the number of complaints from telecom and TV customers in Canada between Aug. 1, 2023 and Jan. 31, 2024, compared to figures in the CCTS’s mid-year report a year ago.
For the six-month period, the CCTS accepted 10,663 customer complaints, compared to 7,451 complaints at last year’s midpoint, the new report says. Of the complaints received during the report’s timeframe, 9,272 were concluded, having raised 19,879 issues.
Wireless service issues remain the leading concern for customers, accounting for 51 per cent of all issues, according to the report. Internet issues comprise 28 per cent of the total issues.
Across all services examined by the CCTS, which includes wireless, internet, TV and local phone services, the top issue is incorrect charges for monthly price plans. This issue represented 15 per cent of all of the dozens of types of issues raised by customers over the six-month period, the report shows.
Other leading issues include disclosure issues (13 per cent of all issues raised) and credits or refunds not being received (10 per cent of all issues).
Rogers, which absorbed Shaw since April last year, continues to be the most-complained-about service provider, accounting for 26 per cent of the 10,663 accepted complaints, followed by Bell at 16 per cent and Telus at 14 per cent.
Rogers experienced a 118 per cent increase in complaints compared to a year ago, while complaints about Bell and Telus increased by 58 per cent and 48 per cent, respectively. Rounding out the top five service providers by complaints accepted, Rogers flanker brand Fido saw a 20 per cent rise in complaints, while complaints about Quebecor’s Freedom Mobile increased 4 per cent.
“This substantial increase in complaints from telecom and TV customers is concerning,” Howard Maker, commissioner and CEO of the CCTS, said in a press release. “The increasing number of complaints about overcharges on bills, and refunds or credits not being received is particularly alarming in light of the rising cost of living.”
The CCTS says its resolution rate for complaints is 91 per cent, and most of the 9,272 complaints concluded were done so within 20 days.
“We urge providers to continue listening to their customers and to work with them to fix problems as they arise. But when they are unsuccessful, the CCTS is here to help. We offer a free and easy-to-use dispute resolution service to help resolve problems quickly and fairly,” Maker said.
