Significant increase in customer complaints for phone, wireless, internet and TV services

CCTS publishes its 2017-18 Mid-Year Report

Ottawa (April 10, 2018) – The Commission for Complaints for Telecom-television Services (CCTS) accepted 6,849 complaints between August 2017 and January 2018, 73% more complaints than in the same period last year.

As of September 1, 2017, the CCTS mandate includes the right to accept complaints about TV services. The Commission accepted 846 complaints related to TV services during this reporting period.

The most frequently-raised issue in complaints remains the non-disclosure or inaccurate information about the terms under which a service is being provided. This is by far the most problematic issue for wireless customers. For TV and phone customers, the largest area of concern is incorrect charges, and for internet customers the number one concern is quality of service.

In the period there were fewer breaches of The Wireless Code and the Deposit & Disconnection Code than in the same period last year. To date there have been no confirmed breaches of the Television Service Provider Code.

Bell remains the most complained-about service provider.  It recorded 2,275 customer complaints, over three times more than Rogers, which came second at 707 complaints.

Despite the significant increase in complaints, the CCTS was successful in resolving over 90% of the complaints concluded in the period. Of those resolved complaints, over 88% were resolved within the first 30 days of being accepted.

“Our work is responsive to events occurring in the telecom and TV marketplace. We did not predict this significant increase in workload.” said CCTS commissioner, Howard Maker. “As a result, we are experiencing some delays in handling customer complaints at the investigation level of our process. But we are working very hard to increase the available resources in order to return to our expected customer service timelines.”

About the CCTS

We are Canada’s national and independent organization dedicated to resolving customer complaints about telecommunications and television services, fairly and free of charge. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. Let’s talk solutions! www.ccts-cprst.ca

Office: 613-688-3283 | Toll free: 1-855-512-9783 | communication@ccts-cprst.ca

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