Telus receives most complaints in latest CCTS mid-year report

The Fee for Complaints for Telecom-Television Services (CCTS) has launched its evaluation for the 2024-2025 mid-year reporting interval.

The fee accepted 11,909 complaints throughout all providers (wi-fi, web, TV, and cellphone) in Canada, which is up 12 per cent from last year’s mid-year complaints. The CCTS famous their sustained efforts to promote their providers via numerous channels throughout audiences in Canada.

Throughout the reporting interval, which covers August 1, 2024 via January 31, 2025, Rogers, Bell, Telus, Shaw, and Fido accounted for 72 per cent of the 11,909 complaints. This was Shaw’s first look within the prime 5 Taking part Service Suppliers (PSPs) on this report. It noticed a 194 per cent enhance in complaints pushed by points associated to rental tools, adjustments to and breaches of contracts, and worth will increase.

Among the many prime 5 service suppliers, Telus skilled the very best enhance in complaints from the prior 2023-2024 reporting interval, up 63 per cent from final 12 months. This 12 months is the primary time Telus has acquired the very best variety of complaints in a CCTS reporting cycle. In distinction to final 12 months, Telus ranked third among the many Massive Three suppliers (Rogers, Bell, Telus) for whole variety of complaints.

The rise in complaints was pushed by the next points:

• Incorrect cost for month-to-month worth plan.
• Breach of contract.
• Common worth enhance of month-to-month worth plan.

Perception into service complaints

Wi-fi providers proceed to be essentially the most reported class amongst providers (Wi-fi, Web, TV, and Native Telephone), making up 50 per cent of all complaints this 12 months. The variety of points associated to wi-fi providers rose by 12 per cent in comparison with final 12 months’s mid-year report.

Throughout the assorted providers lined within the CCTS report, billing continues to be the highest concern for purchasers. Notably, the highest reported situation throughout all providers was ‘incorrect costs for month-to-month worth plans.’ That accounted for 12 per cent of points this 12 months, however decreased by 4 per cent in comparison with final 12 months’s report.

Wi-fi Code breaches

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

Established in 2013 by the CRTC, the Wi-fi Code outlines guidelines for truthful conduct and repair requirements amongst suppliers, whereas additionally defending shopper rights and supporting entry to dependable telecom providers.

The CCTS acquired 1,456 alleged breaches of the Wi-fi Code, 88 stories required investigation, resulting in 34 confirmed breaches of the Code.

Of the 34 confirmed breaches, essentially the most breached requirement was relating to Limitless Companies (Part A.3 of the Wi-fi Code) at 9 stories, accounting for twenty-four per cent of whole confirmed breaches.

The CCTS resolved 9,623 complaints this mid-year reporting interval. The CCTS publishes all reports on its website.