The Commission for Complaints for Telecom-Television Services (CCTS) has released its annual review for the 2024-25 period, revealing a record number of telecom complaints in Canada. Rogers led the pack, accounting for the largest share among national providers.
Rogers Tops Complaint List
Rogers, which includes Shaw’s brand data, recorded 6,485 accepted complaints, representing 38% of all complaints across services such as wireless, internet, TV, and phone. This marks a 15% increase from the previous year and continues a three-year trend of rising complaint volumes for the telecom giant. Significant growth was noted in complaints related to regular price increases (76%), changes to contracts (69%), and breaches of contract (116%).
Context and Competition
The report indicates a broader increase in telecom complaints, with the CCTS accepting 23,647 complaints, a 17% rise from the previous year. This upward trend is partly attributed to the CCTS’s enhanced public awareness campaigns, including podcast advertising. Among the four national service providers—Rogers, Telus, Bell, and Videotron—these groups accounted for 95% of complaints. Telus experienced a notable 78% increase in complaints, particularly regarding incorrect charges and breaches of contract. Bell saw a 16% rise, with issues such as breach of contract and unreceived credits being prevalent.
Industry Implications
Billing issues remain the top concern for Canadian consumers, with wireless services being the most reported category, comprising 51% of all complaints. The CCTS noted a 9% increase in wireless-related issues, marking the highest number reported in the past five years. The organization also highlighted breaches of the Wireless Code, which provides guidelines for fair practices. Telus had the highest number of confirmed breaches, accounting for 36% of all confirmed cases.
The CCTS resolved 19,032 complaints during this period, and the full report is available on their website. As telecom providers continue to face scrutiny, the focus on improving customer service and transparency remains critical. The ongoing rise in complaints underscores the need for providers to address consumer concerns effectively.
