Annual Review Highlights Telecom complaints in Canada
The Commission for Complaints for telecom-Television Services (CCTS) has published its annual report for the 2024-25 period, revealing some eye-opening statistics. This year, the commission received a staggering 23,647 complaints across various services such as wireless, internet, television, and phone. This figure represents a significant 17 percent increase from last year and marks the highest number of complaints recorded in the organization’s history for three years running.
Public Awareness Campaigns Drive Complaint Increases
The surge in accepted complaints can be linked to CCTS's enhanced public awareness initiatives. the organization has expanded its outreach by incorporating podcast advertising into its digital and social media campaigns. These efforts align with thier five-year strategic plan (2024–29), which focuses on improving service quality, enhancing stakeholder value, and boosting organizational efficiency.
This upward trend in complaints is evident among Canada’s four major service provider groups: Rogers, Telus, Bell, and Videotron (which recently acquired Freedom Mobile). During the reporting period from August 1 to July 31 of the following year, these four providers accounted for an impressive 95 percent of all complaints—a rise of two percent compared to last year. The report also covers data from 427 brands operated by a total of 305 service provider groups.
Rogers leads in Complaint Volume
Among the top three providers—Rogers, Bell, and Telus—Rogers topped the list with a notable share of accepted complaints. The CCTS reported that Rogers received 6,485 complaints this year alone; this accounts for about 38 percent of all issues raised across services offered by national providers. Notably, Rogers experienced a substantial increase of fifteen percent in complaint volume compared to last year—the third consecutive yearly rise.
The types of issues that saw significant growth at Rogers/Shaw include:
- A staggering seventy-six percent increase related to regular price hikes on monthly plans.
- A sixty-nine percent rise concerning changes made to contracts.
- A one hundred sixteen percent jump regarding breaches of contract.
- An increase of twenty-four percent related to early termination fees.
Telus Experiences Sharp Rise in Complaints
This year's figures show that Telus received a total of 4,904 complaints—a remarkable seventy-eight percent spike from last year's numbers. This growth outpaces the overall seventeen-percent rise seen across all service providers and marks five straight years were Telus has faced increasing complaint volumes. Currently accounting for twenty-one percent of all reported issues—up from fourteen percent previously—Telus customers have voiced several concerns more frequently than before:
- A seventy-percent increase regarding incorrect charges on monthly plans (the most common issue).
- A forty-two-percent uptick related to disclosure problems.
- A seventy-four-percent rise concerning unreceived credits or refunds.
- An astounding one hundred ninety-five percentage jump tied to regular price increases on monthly plans.
- A whopping two hundred ninety-nine percentage surge regarding breaches of contract!
Bells' Complaints Show Slight Increase
Bell registered a total count of three thousand nine hundred sixty-six accepted complaints this reporting period—a sixteen-percent climb compared with last year’s figures. Even though Bell still holds seventeen per cent share among all reported grievances—a slight decrease over time—it continues facing challenges as well:
- Breach-of-contract-related issues surged by one hundred thirty-six per cent!
Billing Issues Remain Top Concern Among Canadians
Across various services like wireless dialog or internet access alike billing problems remain paramount concerns amongst Canadians! According To CCTS reports there was an overall sixteen-per-cent hike noted within these categories marking it as highest level recorded over past five years second only after previous record highs!
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