OTTAWA – The news that consumer complaints to the Commission for Complaints for Telecom-television Services (CCTS) increased by 73% compared to the same period last year should be investigated and fixed by the CRTC, said the Public Interest Advocacy Centre (PIAC).
“Canadian consumers are sending a clear message they are being poorly treated by, and are suffering from misleading sales practices of, Internet, wireless, home phone and subscription TV services,” said John Lawford, PIAC executive director and general counsel in a press release.
PIAC also noted the CCTS report released Tuesday revealed that the leading complaint issue was “Non-disclosure of terms/Misleading information about terms.” The second most frequent complaint issue was “Incorrect charge”.
“Both of the highest complaint issue categories likely are largely driven by sales practices and other promises made to consumers that consumers do not feel were lived up to,” explained Lawford. “Part of the increase is consumers hearing about poor sales practices who in turn complain; however, the base of this problem is likely those practices themselves and CRTC should no longer duck its responsibility to launch an inquiry into how Canadians are sold their communications services.”
PIAC asked the CRTC to intervene in the market in the fall after reports of suspect sales practices made headlines – and likely drove the spike in complaints logged by the CCTS. However, the Commission told PIAC in February that it would not investigate.
