Complaints against Rogers/Shaw nearly doubled in mid-year CCTS report

Telecom complaints have dramatically elevated in current months, based on the mid-year report from the Fee for Complaints for Telecom-Tv Providers (CCTS).

The report overlaying knowledge between August 1st, 2025 and January thirty first, 2026, exhibits complaints rose by 16 per cent, with Rogers/Shaw accounting for the best variety of complaints (34 per cent) since reflecting their built-in branding as “Rogers along with Shaw,” as famous by the CCTS.

Among the many high 5 service suppliers, Fido noticed the biggest enhance in complaints from the 2024-2025 reporting interval, rising 156 per cent over final yr. Rogers/Shaw adopted with a 95 per cent enhance, almost doubling from 3,369 complaints in 2024-25 to six,583 in 2025-26.

The CCTS says the rise in Fido’s complaints embody considerations about fees for set up, activation, or reactivation, and common worth enhance of month-to-month worth plans. The CCTS notes “Complaints about worth plans could come up when clients consider the bottom month-to-month value of their service elevated unexpectedly, or with out clear discover from their supplier.”

Key insights on service complaints

Wi-fi accounted for 56 per cent of complaints throughout all service sorts (wi-fi, web, TV, and native telephone). The variety of points associated to Wi-fi providers rose by 53 per cent in comparison with last year’s mid-year report.

Billing points stay the dominant grievance driver throughout all providers. Notably, the highest reported problem throughout all providers was ‘incorrect fees for month-to-month worth plans.’ That accounted for 15 per cent of points this yr, and rose to a 66 per cent in comparison with final yr’s report.

Wi-fi Code Breaches

The CCTS critiques the conduct of Canada’s service suppliers utilizing 4 codes issued by the Canadian Radio-television and Telecommunications Fee (CRTC), Canada’s unbiased authority on telecommunications and broadcasting regulation.

Launched in 2013 by the CRTC, the Wi-fi Code establishes guidelines governing honest conduct and repair requirements amongst suppliers, whereas additionally defending shopper rights and selling entry to dependable telecom providers.

Code breaches are “cases the place service suppliers have didn’t comply with shopper safety guidelines set out by the CRTC” as famous by the CCTS. Wi-fi Code breaches greater than doubled this yr in comparison with the earlier mid-year level.

The CCTS acquired 2,244 alleged breaches of the Wi-fi Code, 109 experiences required investigation, resulting in 79 confirmed breaches of the Code.

Of the 79 confirmed breaches, Plain Language (Part A.1 of the Wi-fi Code) was essentially the most steadily breached requirement, with 40 reported cases, representing almost 50 per cent of complete confirmed breaches.

The CCTS resolved 16,103 complaints this mid-year reporting interval. The CCTS publishes all reports on its website.