Canadian consumers are more upset with their telecom providers than ever, and those providers are unable to resolve those differences with their customers according to the nation’s telecom ombuds service.
The mid-year report of the Commission for Complaints for Telecom-television Services (CCTS) showed a 43 per cent increase in the number of complaints it accepted from consumers between August 1, 2023 and January 31, 2024 compared to the year prior.
In terms of providers, Rogers retained its dubious ‘number one’ position, which it took from Bell a year ago. Rogers’ complaints more than doubled (up 118 per cent) compared to the previous year.
In terms of services, wireless service issues remain the top concern for customers, accounting for slightly more than half of all accepted complaints.
In terms of issues, incorrect charges for monthly price plans are the most frequent concern.
In the news release accompanying the report, CCTS Commissioner Howard Maker called the rise in complaints concerning, and said that “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.”
CCTS only accepts complaints from telecom and TV consumers that cannot be resolved with the individual service provider. The most recent CCTS Annual Report showed that consumers have an average of three interactions with the provider before the complaint is directed to CCTS. A total of 10,663 complaints were accepted during the most recent six-month study, compared to 7,451 complaints in the same period the year prior.
CCTS reported a successful resolution in 91 per cent of complaints, similar to historical averages.
While Rogers showed the largest increase in complaints, both Bell (up 58 per cent) and Telus (up 48 per cent) were also drawing more of them.
In May of 2023, CCTS implemented its complaint handling process and new complaint technology to improve efficiency and response time. The report indicated that more complaints are now being resolved earlier in the process.