A recent mid-year report from the Commission for Complaints for Telecom-Television Services (CCTS) has revealed that Telus Corp. is currently the most complained-about telecommunications service provider in Canada for the reporting period from August 1, 2024, to January 31, 2025. This marks a significant change in the industry's landscape, as Telus has not previously occupied the top position for customer complaints since the CCTS was established in 2007.
During this six-month period, the CCTS managed a total of 11,909 complaints, reflecting an increase of almost 12 percent compared to the same timeframe the previous year. The spike in grievances appears to be largely driven by issues related to wireless services, which constituted around 50 percent of all complaints. Internet connectivity problems followed, accounting for just over 25 percent of the total grievances recorded.
Telus was responsible for a substantial 19.7 percent of the overall complaints directed to the CCTS, placing it ahead of Rogers Communications Inc. at 18.7 percent and BCE Inc.'s Bell Canada at 16.7 percent. The complaints against Telus surged almost 63 percent year-over-year. The top issues cited by customers included incorrect billing, breaches of contract, and regular increases in monthly plan prices.
In contrast, complaints about Rogers decreased by 21.1 percent compared to the previous year, while Bell Canada experienced an increase in grievances by 13.7 percent. The recently acquired Shaw Communications, now part of Rogers, accounted for 9.6 percent of all complaints. Additionally, complaints directed at Rogers’ Fido subsidiary constituted 6.8 percent of total grievances.
The CCTS highlighted that a significant portion of complaints regarding Shaw was centered around increased rental fees for TV set-top boxes. Customers voiced concerns that their contractual terms provided assurances of price stability and that such increases were not permissible. Notably, nearly all complaints related to these issues were resolved to the satisfaction of both the customer and the service provider.
In terms of the types of issues raised, TV services represented 16 percent of complaints, displaying a nearly 50 percent increase from the prior year. Additionally, billing-related concerns remained prominent, with incorrect charges for monthly price plans representing 12.8 percent of all grievances lodged during the reporting period.
Howard Maker, the CCTS commissioner and CEO, emphasized the importance of vigilance on the part of consumers regarding their contracts and monthly bills. He advised Canadians to thoroughly review their agreements when signing up for services to ensure they understand which portions of the pricing structure are guaranteed for a set duration and which elements may change without prior notification. “Regularly checking billing statements to understand what you are being charged is also crucial,” Maker stated. He noted instances where consumer expectations did not align with the actual agreements made.
Furthermore, Maker called on telecom and TV service providers to clarify promotional offers to prevent future misunderstandings. As the telecommunications landscape in Canada continues to evolve, the report underscores a growing need for transparency and accountability among service providers to enhance customer satisfaction.
This report reflects ongoing challenges within the Canadian telecommunications industry and emphasizes the importance of sustained efforts by companies to address customer grievances effectively.
