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Canada Complaint Guide: How to Properly Make a Complaint About Your Provider

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Knowing how and when to complain can save you a huge headache. No matter what kind of service you use, you’re bound to run into a problem or issue. In the telecom world, it’s very common to experience difficulties. These can interfere with your ability to communicate, and quickly become frustrating. However, there’s no need to worry, lose your temper, or get angry with your provider’s customer support. We at PlanHub are here to help. We’ll go over everything you need to know about complaining. By the end of this post, you’ll know how to properly make a complaint about your provider like a pro!

Canada Cellphone Complaints – Where to Start

First off, where should you be directing your complaint, and when is it appropriate to complain? Most Canada cellphone complaints can be easily resolved if you know how to approach it correctly. Here are the different organizations you should approach with a complaint:


1. Your Provider

First and foremost, if you run into an issue with your phone or internet provider, make sure to start by reaching out to your provider. Most complaints can be solved at this stage, as they can address any problem you have directly. All service providers should have a customer support service that deals with complaints all day. For some, it could be a phone line. Others may use an online service instead like a livechat. Despite the specifics, make sure to be as specific as possible when complaining. Tell the representative helping you any and all details about your issue – the more they know, the more they can help you! Depending on your issue, your provider could either solve it during your call, or get it done in a few days. If it takes time, just make sure to be patient, they will get in touch with you once it’s been resolved.


2. The CCTS

After trying to solve your issue through your provider, you should go to the CCTS if you’re unsatisfied. The CCTS is the Commission for Complaints for Telecom-television Services. The CCTS functions as an independent agency that resolves telecom-related issues that providers fail to address. The CCTs’ service is completely free, and will work together with you and your provider to make sure your complaint is dealt with. Since their establishment, they have helped resolve nearly 150,000 complaints, with a resolution rate of 88% for 2021-2022. Keep in mind that reporting to the CCTS is a last resort, and should only be done after your provider fails to appropriately resolve your issue. 


3. The CRTC

Finally, you can get in touch with the CRTC (Canadian Radio-television and Telecommunications Commission) if you have a complaint about accessibility. If your provider fails to provide a service that fits your accessibility needs, you should get in touch with the CRTC. For example, if you need a copy of your bill in Braille but your provider isn’t able to provide one, contact the CRTC. They’ll make sure that all your accessibility needs are met. 

Complaints Against Cell Phone Companies

Now that you know where to complain, we’ll talk about when it’s appropriate to file complaints against cell phone companies. Simply put, you should file a complaint whenever you face an issue with your provider’s service. For example:

  • Poor phone service
  • No phone service
  • Difficulty turning on mobile data
  • Slow mobile data
  • Voicemail not working


These are just a few examples of provider issues you could end up facing. If you’re lucky, you’ll never have to experience any of these problems. Unfortunately, countless users face these issues on a daily basis. Keep in mind that it’s nobody’s fault, and that these issues randomly occur all the time! Finally, when complaining, it’s deeply important to remember that you are dealing with another human being, not a computer. Even if you had to wait a long time and your issue is extremely frustrating, treat your customer support representative with the respect that they deserve. 

Depending on the severity of your issue, your provider may be able to resolve it quickly and effectively. If the problem ends up being with your cell phone (and not your provider’s service), you might have to end up taking it to a repair shop. Alternatively, if you’ve had the same phone for years, it could be time for an upgrade. If you ever need to find a new device at an affordable price, make sure to visit PlanHub’s mobile brand page. Here, you can browse through all the latest devices from the world’s largest phone brands. Read up on each phone’s information, specs and pros and cons before choosing one that suits your needs.

Canadian Cell Phone Company Complaints

Still uncertain about whether or not you should file a complaint? With so many complaints made every day, it’s easy to feel as if yours is unimportant, unfixable or not worth addressing. Keep in mind that there have probably been hundreds of customers in your exact situation. Even if it may seem like a hassle, you’ll be grateful that you went through the process once your issue is resolved. In this section, we’ll introduce the most popular Canadian cell phone company complaints. If you ever feel like your issue is not worth complaining, just remember how many others have filed similar complaints, and ended up seeing them resolved. Without further ado, here are some of the most popular complaints:


1. Installation/Activation Date not Kept

One popular complaint for customers is that their provider delayed their installation date, showed up very late, or forgot about it entirely. Since installations can end up taking much longer than expected, it’s common for providers to end up behind schedule. This is an issue that the CCTS hears about regularly.


2. Incorrect Charges

Another common complaint revolves around incorrect charges. When customers’ bills appear to be high, or they end up having to pay for something they aren’t supposed to, it’s only natural to complain.


3. Credit/Refund Not Received

Similarly, Canadians often complain about not receiving refunds or credits. It’s very common for refunds to take a long time, resulting in so many filed complaints. If you’re waiting on a refund, make sure to call your provider before making an official complaint!


4. Breach of Contract

If your provider ends up violating your contract, you should definitely do something about it. Whether they overcharge you, cancel your services too early, or do anything that contradicts the written agreement between you, try your best to resolve this issue.


5. Inadequate Service

Finally, one of the most common complaints seen by the CCTS is inadequate service. This general complaint applies to anyone that feels let down by their service, as if it was advertised as something very different. If you feel like your provider is offering an inadequate service, you should do something about it. As long as you’re dissatisfied with your provider, you have the right to complain.

Complaining – Pros and Cons

Despite its many benefits, Canadians are still hesitant about making complaints. We understand that complaining can take time, and could make you feel uncomfortable. However, if you’re dealing with any sort of issue, making a complaint is a major step that can help you get it solved. Without it, you might just end up with a problem that never goes away! To help any customers on the fence, we decided to make a pros and cons list about complaining to your mobile provider:



  • Informs your provider about your issue – allowing them to work towards a solution
  • Your provider could have a simple solution and resolve it quickly
  • You could inform them of a common issue among their service → this would let them prevent it from affecting other customers
  • Complaints can be filed on the phone or by email/messaging, whichever you prefer



  • Might feel awkward for you to complain over the phone
  • You may have to wait a while before getting connected to a customer service agent 
  • It could take your provider a long time to resolve your issue → forcing you to contact them regularly to follow up
  • Worst of all – there’s a chance that you’ll end up going through all this trouble without your issue getting resolved


As you can see, there are many benefits and drawbacks to making complaints. If you feel like the pros outweigh the cons and don’t mind waiting, we definitely recommend going ahead and complaining. If you don’t think you want to go through the trouble, you might want to refrain from doing so. Just make sure you don’t mind continuing with whatever issue you’re facing. 

Canada Cellphone Complaints FAQ

Still have questions about making cellphone complaints in Canada? In this section, we’ll try our best to answer any and all concerns you might have.


What’s the best way to file a complaint? Phone call, email or other?

Calling your provider directly is the best, most effective way to complain. You’ll be matched up with a representative who will try to solve your issue as quickly as possible. However, sending an email is still a viable option if you’re unable to make a phone call. Just make sure to give as many details as possible (feel free to even include images), and leave your contact information so they can get back to you.


My provider doesn’t have a phone number, what do I do?

Even if your provider doesn’t have a number, they should have a customer support service online. Some carriers offer support entirely online, while others only have FAQs and customer communities. To learn about how your provider operates, visit their website or search their name plus “customer service”. 


Will my provider be upset with me if I complain?

No. It is their job to deal with any problems facing their customers. You have the right to complain as much as you want, as long as you keep encountering problems with their services. 


What should I include in my complaint?

Make sure to describe your issue with as much detail as possible. The more information your provider has, the more likely they’ll be able to help. If you’re sending an email, make sure to leave your contact information as well.


Can I file a complaint for someone else?

No, you should only file complaints on your own behalf. 


Can I still complain if someone else pays for my phone bill?

Yes. Your account should still be under your name, even if a parent or guardian is paying for your phone plan. If you end up contacting your provider to complain, just make sure that you have the information of whoever is paying for your account on hand, they might ask for it.


At this point, you should be an expert on all things related to cellphone complaints! We hope this post helped you learn more about the process, and inspired you to go ahead and file a complaint you’ve been meaning to make. Unfortunately, not all complaints in Canada manage to be resolved. Sometimes, they only persist or get worse, and customers are forced to leave their provider behind. If this is ever the case, it’s truly not the end of the world. Finding a new provider may seem stressful and difficult, but it can be simple and fun!


This green button will redirect you to PlanHub’s mobile plan searching tool. This service is easy to use and beyond helpful. All you need to do is answer a few basic questions about your personal preferences. Afterwards, we’ll show you the best, most affordable options that match your taste. The only thing left to do is look through the plans and choose one that you’re drawn to! 


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