Report Shows 43% Increase in Telecom Complaints, with Rogers Responsible for One-Quarter of Grievances
The Commission for Complaints for Telecom-Television Services (CCTS) in Canada reported a 43% increase in complaints about phone, internet, and television services from August 1, 2023, to January 31, 2024. The rise was particularly alarming in cases related to overcharges on bills.
Howard Maker, CCTS commissioner, and CEO expressed concern over the significant increase in complaints, especially regarding incorrect charges being the top issue with over 3,000 reported instances.
Other common grievances included disclosure issues, credit or refund not received, quality of service, and repair-related problems.
According to Maker, billing complaints, including incorrect charges, are very common, with many customers reporting increased charges on their bills for phone, internet, or TV services.
In January, complaints escalated when Rogers Communications Inc. and Bell Canada customers received notifications of upcoming bill increases, prompting an industry study into wireless and broadband service accessibility and affordability.
Despite a high resolution rate for complaints received by the commission, concerns persist over billing issues and price plan changes reported by consumers.
Rogers remained the most complained-about service provider, with a substantial increase in customer reports to the commission. Bell and Telus also experienced notable increases in complaints compared to the previous year.
Maker emphasized the importance of customers filing complaints on the commission’s website if issues with service providers cannot be resolved independently.
