News Summary

The Commission for Complaints for Telecom-Television Services (CCTS) released its annual report, highlighting a significant rise in consumer complaints for the 2023-24 period. The report documented 20,147 complaints across various telecom services in Canada, marking a 38% increase from the previous year. Rogers, Bell, and Telus collectively accounted for 86% of the total complaints, with Rogers experiencing the most substantial rise, now leading with 24% of all complaints. This marked a historic shift as Rogers surpassed Bell in customer complaints for the first time in 15 years. The most frequent issues included incorrect charges, contract disclosure concerns, and unauthorised price increases. Public awareness of CCTS’s improved complaint handling and increased advertising efforts contributed to the surge in complaints. The Wireless Code breaches were also notable, with Telus accounting for 26% of confirmed violations.