Telecom ombudsman publishes Mid-Year Report
Ottawa (April 25, 2024) – The Commission for Complaints for Telecom-television Services (CCTS) released its 2023-24 Mid-Year Report today. The report shows a 43% increase in the number of complaints from telecom and TV customers in Canada between August 1, 2023, and January 31, 2024.
“This substantial increase in complaints from telecom and TV customers is concerning”, states Howard Maker, Commissioner and CEO of the CCTS. “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.”
Among the highlights in this Mid-Year Report:
- Rogers experiences a 118% rise in complaints: Last April, the CCTS reported that for the first time since its inception, Rogers recorded the highest number of complaints among all service providers. As outlined in today’s report, with an overall increase of 118% in complaints, Rogers continues to hold this position, followed by Bell and TELUS, respectively.
- Incorrect charges are the top issue: Customers of wireless, internet, TV and local phone services raised over 3,000 issues related to incorrect charges on their monthly price plan(s). This issue alone represents 15% of all of the dozens of types of issues raised by customers over the six-month period.
- Customers file more than 10,000 complaints over six months: The CCTS received complaints about 147 of the 445 service providers and brands that participate in the CCTS. Rogers accounted for 26% of the 10,663 accepted complaints, followed by Bell at 16% and TELUS at 14%. Complaints increased year-over-year for each of these providers.
- 91% resolution rate for complaints: The CCTS concluded almost 9,300 of the complaints received, most of them within 20 days. Customers who are unable to resolve a dispute about their wireless (mobile) services, internet, TV and local phone (landline) can file a complaint online at ccts-cprst.ca.
“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,” states Mr. Maker.
About the CCTS
The CCTS is Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge. Telecommunication and television service providers that offer services within the mandate of the CCTS must participate. The CCTS has handled over 175,000 complaints. Remarkably, 9 out of 10 customers find a satisfactory resolution through our service within 20 days of filing a complaint.
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Mathieu Pierre Dagonas, Director, Communications and Stakeholder Affairs
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