Tuesday, January 19

CCTS Annual Report Reveals 19 Percent Decrease in Telecom Complaints


The Commission for Complaints on Telecommunications and Television Services (CCTS) recorded a 19 percent decrease in the number of complaints it received, according to its annual report.

CCTS is an independent organization in Canada dedicated to resolving complaints about telecommunications and television services.

The annual report, which was released on November 30, says that CCTS accepted 15,661 complaints between August 1, 2019 and July 31, 2020.

To put things in perspective, last year’s report revealed a 35 percent increase in telecommunications complaints, with 19,287 complaints accepted.

“Despite the challenges presented by the COVID-19 pandemic, I am proud to report that the CCTS dispute resolution process has continued without interruption,” said Howard Maker, executive director of CCTS, in the report.

The report indicates that violations of the Wireless Code increased 16 percent this year, and that the most common complaint concerned billing and disclosure issues.

“While it is too early to know the full impact of the pandemic on consumer complaints, we know that the vast majority of Canadians are working from home and, as a result, CCTS is seeing an increase in complaints about the quality of food. Internet services in the home between March and July 2020, ”the report describes.

The CCTS says it continues to successfully resolve nearly 9 out of 10 complaints. From highest to lowest, the frequency of complaints for service was wireless, internet, television, and local telephone.

The big three

Of the big three, Bell accounted for the most complaints, with Rogers and Telus in second and third places respectively, as was the case in the previous annual report. It should be noted that the complaints are not proportional to the number of subscribers of each national operator.

Montreal-based national airline Bell saw a 35.1 percent decrease in complaints and accounted for 3,815 accepted complaints. It made up 24.4 percent of all accepted complaints, a decrease from 30.5 percent from last year.

“The wireless issues are proportionally minor compared to the bigger picture. Bell accounts for 36 percent of wireless problems compared to 44 percent for all service providers, ”the report reads.

Additionally, the report states that Bell’s complaints reveal a “disproportionately high” number of problems related to incorrect charges and lack of disclosure of important information compared to the total number of problems for each service.

Bell also had 27 confirmed Wireless Code violations, up from 46 last year, representing a 41 percent decrease.

Toronto-based national carrier Rogers received 1,781 accepted complaints, a decrease of 2.8 percent. Their complaints represent 11.4 percent of all accepted complaints, a slight increase from 9.5 percent last year.

“Wireless-related problems are disproportionately high, accounting for 51 percent of all Rogers problems compared to 44 percent of all service providers,” the report states.

The report also notes that there are increases in all kinds of problems for the operator: a 71 percent increase in credit management problems, a 62 percent increase in service delivery problems, a 14 percent increase. in contract disputes and an 11 percent increase in billing problems.

Rogers’ confirmed violations of the Wireless Code decreased from 31 last year to 17 this year, representing a 45 percent decrease.

Telus, the Vancouver-based national carrier, received 1,166 accepted complaints, a decrease of 27.6 percent. The airline accounted for 7.4 percent of all accepted complaints, representing a slight decrease from the 8.3 percent reported last year.

“Wireless-related problems account for 52 percent compared to 44 percent of problems for all service providers,” the report states.

In addition, the report reveals that while problems for all other services have decreased from last year, Telus Internet access service problems increased 23 percent from last year.

Confirmed wireless Code violations by the carrier fell by more than half, from 31 last year to 15 this year, representing a 45 percent decrease.

Other carriers

Rogers’ flanker brand, Fido, received 1,123 accepted complaints and accounted for 7.2 percent of all complaints. Next, Shaw Communications’ Freedom Mobile had 1,066 accepted complaints and accounted for 6.8 percent of all complaints.

Virgin Mobile, Bell’s flanker brand, received 1,036 accepted complaints and accounted for 6.6 percent of all complaints. Shaw Communications had 771 accepted complaints, representing 4.9 percent of all complaints.

Telus’ flanking brand, Koodo Mobile, received 687 accepted complaints and accounted for 4.4 percent of all complaints. Vidéotron received 684 accepted complaints and accounted for 4.4 percent of all complaints.

Image credit: Complaints Commission for Telecommunications and Television Services.

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