The Consumers Council of Canada has released a report on Canada’s wireless communications services that calls for greater harmonization of consumer protection nationally. The research can be downloaded from the Council’s website.
The report determines the types of consumer issues that must be addressed within the wireless industry, particularly for prepaid services. While postpaid services are more prevalent, prepaid mobile services continue to grow in popularity, in Canada and internationally.
The report discusses common complaints about the wireless industry, including hidden fees, fees to receive text, billing inaccuracies, expiry policies, contract termination and other hidden fees and charges. The research discusses:
- Types of wireless plans and consumer experience with them
- Types of consumer complaints and steps to improve consumer protection
- Actions by other countries to protect consumers, especially those buying prepaid services
- Steps government could take to enhance consumer protection.
The research included a review of 1,074 consumer complaints received by the Commissioner for Complaints for Telecommunications Services during its 2009 fiscal year. Also, a review of online consumer discussion websites was undertaken to assist in identifying consumers concerns and developing the research. A small sample of 250 Canadians was surveyed about consumer satisfaction issues. In addition, the Council sought the views of members of its Public Interest Network of active consumers. Interviews with industry key informants and a review of representative wireless plans were also conducted.
Consumers Council of Canada received funding from Industry Canada’s Contributions Program for Non-profit Consumer and Voluntary Organizations. The views expressed in the report are not necessarily those of Industry Canada or of the Government of Canada.