Mid-Year Report on Telecom Complaints in Canada
The Commission for Complaints for Telecom-Television Services (CCTS) has published its mid-year report for 2024-2025. This review highlights the ongoing issues faced by consumers in Canada regarding telecom services.
overview of Complaints
In total, the CCTS received 11,909 complaints across various services, including wireless, internet, TV, and phone. This marks a 12 percent increase compared to last year's mid-year figures. The commission attributes this rise to their efforts in promoting awareness of their services through multiple channels.
From August 1, 2024 to January 31, 2025, major providers such as Rogers, bell, Telus, Shaw, and Fido were responsible for a significant portion—72 percent—of all complaints. Notably, Shaw made its debut among the top five service providers with a staggering increase of 194 percent in complaints due to issues like rental equipment problems and contract disputes.
Provider-Specific Insights
This reporting period saw Telus facing the largest jump in complaints compared to last year’s data—a rise of 63 percent. For the first time ever during a CCTS reporting cycle, Telus topped the list for most complaints among major providers. Last year it ranked third behind Rogers and Bell.
The main reasons behind these rising complaints included:
- Incorrect charges on monthly plans.
- Breach of contract terms.
Main Issues Reported by Consumers
A closer look at complaint categories reveals that wireless services remain at the forefront. They accounted for half of all reported issues this year with a notable increase of twelve percent from last year's mid-year report.
Billing problems continue to be customers' primary concern across all service types. The most frequently reported issue was incorrect charges related to monthly price plans; this represented twelve percent of total concerns but showed a slight decrease from previous reports.
Breach Analysis: Wireless Code Violations
The CCTS evaluates service provider practices based on four codes established by the Canadian Radio-television and Telecommunications Commission (CRTC). These codes aim to ensure fair treatment and high standards within telecom services while safeguarding consumer rights as their introduction in 2013.
This year alone saw CCTS receive reports about alleged breaches concerning the Wireless Code totaling up to 1,456 cases; out of these investigations led to confirming thirty-four violations after thorough reviews were conducted on eighty-eight cases requiring deeper scrutiny.
The most common violation involved Unlimited Services as outlined under Section A.3 of the Wireless code; it accounted for twenty-four percent or nine confirmed breaches out of thirty-four overall violations noted during this period.
CCTS Resolutions
CCTS resolved nine thousand six hundred twenty-three customer complaints throughout this reporting timeframe.
You can find detailed reports published regularly by CCTS online.....
