Canada Telecom Complaints Rise 17% as Rogers Tops List

Based on coverage from The Globe and Mail, Toronto Star, Financial Post, Toronto Sun, IT News Online, and Telecompaper.

Telecom Customer Complaints Surge in Canada

Canadian telecom customers have been increasingly vocal about their dissatisfaction, with complaints rising by 17% over the past year, according to the latest report from the Commission for Complaints for Telecom-television Services (CCTS). The watchdog's annual report highlights a growing trend of consumer grievances, particularly in the wireless sector, amid economic challenges and heightened scrutiny on spending.

Rogers Leads in Complaints, Telus Sees Sharp Increase

Rogers Communications Inc. topped the list for the most complaints, accounting for 38% of all grievances. This includes issues related to its brands like Fido, Shaw Direct, and Chatr Wireless. While Rogers saw a 15% increase in complaints, Telus Corp. experienced the most significant surge, with complaints rising by 38%. Telus's core brand alone saw a 78% increase, largely driven by breach of contract issues, which spiked by 299%.

Billing Issues Dominate Consumer Grievances

Billing problems remain the primary concern for Canadian telecom customers, making up 46% of all complaints. These issues often involve incorrect charges and missing credits or refunds. The CCTS report notes a 16% rise in billing-related complaints, marking the highest level in five years. In particular, complaints about rental equipment fees, such as Rogers' TV set-top-box charges, skyrocketed by 982%.

Breach of Contract and Service Delivery Woes

Customers have also expressed frustration over providers not honouring contract terms, with such complaints increasing by 121%. These issues include unexpected fees and missing features. Service delivery remains a significant pain point, with over 10,000 complaints related to intermittent service, outages, and delays in service installation or cancellation.

Telecom Providers Respond to Rising Complaints

In response to the surge in complaints, Telus announced initiatives like a five-year price lock on certain plans and improvements to its cell network. The company is also leveraging artificial intelligence to enhance customer service. Bell Canada, which saw a 15% rise in complaints, is focusing on self-service options and AI to address customer issues. Meanwhile, Videotron, now part of the national carrier list after acquiring Freedom Mobile, accounted for 7% of all complaints, with an 8% increase from the previous year.

CCTS Continues to Play a Crucial Role

The CCTS remains a vital resource for Canadians, offering free and impartial complaint resolution services. Commissioner Josée Bidal Thibault emphasized the importance of clear communication between providers and customers to prevent misunderstandings and build trust. As telecom companies continue to navigate economic pressures and customer expectations, the CCTS's role in mediating disputes and highlighting industry trends is more critical than ever.

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