The Commission for Complaints for Telecom-television Services (CCTS) has released its 2024–2025 annual report, revealing a historic number of accepted complaints: 23,647, up 17% from the previous year. This marks the third consecutive record since the organization was created.
This increase is partly attributed to the CCTS’s awareness campaigns, but it also reflects a perceived decline in service quality. The four major national groups Rogers, Telus, Bell, and Videotron (owner of Freedom Mobile) account for 95% of all complaints.
Rogers, closely followed by Telus
Rogers tops this unenviable ranking with 6,485 accepted complaints, representing 38% of the total. Its complaints rose by 15% year over year. The sharpest increases relate to price hikes on plans (+76%), contract changes (+69%), and contract cancellations (+116%).
Telus shows the most alarming growth, with a 78% increase in complaints, for a total of 4,904. The main issues involve incorrect billing (+70%), failure to provide refunds (+74%), and, most notably, plan price increases (+195%) and contract cancellations (+299%).
Bell recorded a more moderate increase of 16%, with 3,966 complaints. Its relative share of total complaints declined slightly.
Billing remains the sector’s Achilles’ heel
Billing issues continue to be consumers’ top concern, reaching their highest level in five years. In the wireless sector, which alone accounts for 51% of all complaints, the main sources of dissatisfaction are contract cancellations (+80%) and plan price increases (+53%).
Breaches of the Wireless Code of Conduct
The CCTS also noted an increase in breaches of the Wireless Code of Conduct. Out of 2,957 allegations, 70 violations were confirmed, up 52%. Telus accounts for 36% of these confirmed breaches, mainly related to lack of clarity in information and contract content.
This third consecutive year of record-high complaints paints a worrying picture of the relationship between Canada’s major telecom operators and their customers, despite the consumer protection measures in place.
