A recent mid-year report by the Commission for Complaints for Telecom-Television Services (CCTS) reveals a staggering 61 per cent surge in customer complaints regarding phone, internet, and television services. The report, which covers the period from August 1, 2025, to January 31, 2026, indicates that the CCTS handled a total of 19,157 complaints during this timeframe.
The noteworthy increase in complaints compared to the previous year is primarily attributed to customer issues with wireless services, which constituted 56 per cent of all complaints. Common concerns in this category included installation and activation costs, incorrect monthly plan charges, and unexpected roaming fees.
Internet-related grievances accounted for 28.2 per cent of the complaints, while issues regarding television services made up just under 10 per cent. CCTS Commissioner and CEO Josée Bidal Thibault emphasized the importance of having a reliable and independent organization for consumers when their concerns remain unaddressed. She stated that the CCTS ensures consumers have access to a fair and effective resolution process when needed.
Billing discrepancies emerged as the top concern among consumers, with complaints concerning incorrect charges rising by 66 per cent compared to the previous year's midpoint. Such billing issues represented approximately 15 per cent of all complaints lodged. Bidal Thibault highlighted the frustration customers experience regarding unexpected charges, urging them to regularly review their bills and address any discrepancies with their service providers promptly.
Furthermore, complaints related to activation and installation fees witnessed a marked increase, indicating that onboarding has become a significant pain point for many customers. Bidal Thibault remarked that customers often feel caught off guard by upfront fees and confusing billing during the setup or changes of services, which can erode trust between consumers and providers.
The Canadian Radio-television and Telecommunications Commission (CRTC) is actively working to address these issues. In a recent announcement, the CRTC revealed plans to prevent telecommunications companies from imposing charges on customers who cancel, change, or activate plans. This initiative aims to facilitate consumers' ability to switch between internet and cellphone plans without incurring unexpected costs. The new rules are set to take effect on June 12, 2026.
The report also highlighted which service providers received the highest volume of complaints. Rogers held the highest proportion of accepted complaints, accounting for roughly 34 per cent of the total. This report combined data from Rogers and Shaw following their merger in 2023. The number of accepted complaints related to Rogers surged by 95.4 per cent compared to the previous year, reaching 6,583 complaints.
Telus ranked second in the report, receiving 3,078 complaints, marking a 31.4 per cent increase from last year and comprising approximately 16 per cent of the total accepted complaints by the CCTS. Bell followed closely behind with 2,505 complaints, reflecting a 26 per cent rise from the previous mid-year report and nearly 17 per cent of the total complaints.
The Canadian Telecommunications Association, representing various carriers and manufacturers, noted that the volume of complaints received by the CCTS represents a minor percentage of the overall subscriber base in Canada. They have also indicated that the rising number of complaints does not necessarily correlate with decreasing customer satisfaction; instead, it may reflect heightened awareness of the CCTS's role due to recent awareness campaigns.
In October 2025, the CRTC initiated a consultation aimed at improving public awareness regarding the CCTS. Service providers have until July 23, 2026, to submit proposals addressing this issue. The continued escalation of complaints underlines the urgent need for effective communication and transparency within the telecommunications sector.
