The Commission for Complaints for Telecom-television Services (CCTS) released a report that shows a 43% increase in the number of complaints from telecom and TV customers in Canada between August 1, 2023, and January 31, 2024.
“This substantial increase in complaints from telecom and TV customers is concerning,” stated Howard Maker, Commissioner and CEO of the CCTS. “The increasing number of complaints about overcharges on bills, and refunds or credits not being received is particularly alarming in light of the rising cost of living.”
Among the highlights in the mid-year report, Rogers experienced a 118% rise in complaints. Within the period of August 1, 2022 to July 21, 2023, Rogers recorded the highest number of complaints among all service providers for the first time since its inception.
With this in mind, Rogers accounted for 26% of the 10,663 accepted complaints, followed by Bell at 16% and TELUS at 14%. Complaints increased YoY for each of these providers.
“We urge providers to continue listening to their customers and to work with them to fix problems as they arise,” added Maker.
Generally, the issue of incorrect charges on monthly price plans alone represents 15% of all types of issues raised by customers over the six-month period.
