Canada's telecom regulator, the Commission for Complaints for Telecom and Television Services (CCTS), reported a sharp rise in consumer complaints in 2024, with over 20,000 filed—an alarming 38% increase from the previous year.
The surge in complaints highlights ongoing issues with TV, internet, and phone services, particularly concerning billing, service delivery, contract dispute, and credit management.
Consumers raised a total of 38,874 issues over the course of the year, with wireless service complaints topping the list at 20,161. Internet issues accounted for 11,101 complaints, while TV and phone-related concerns reached 4,235 and 3,118, respectively.
Among the major service providers, Rogers, Bell, and TELUS received the highest volume of complaints. Rogers saw the most significant jump, with a 68% increase in complaints. TELUS wasn't far behind, experiencing a 53% rise, while Bell recorded a 46% increase.
Notably, Rogers reported a staggering 118% spike in complaints during the first half of 2024, leading all providers in complaints for the first time since the CCTS began tracking them.
Despite the sharp rise in complaints, the CCTS resolved 88% of cases in 2024, indicating significant efforts to address consumer concerns. The continued surge in complaints underscores the ongoing challenges facing Canada’s telecom industry.
