{"id":26826,"date":"2026-01-14T08:18:36","date_gmt":"2026-01-14T13:18:36","guid":{"rendered":"https:\/\/www.planhub.ca\/blog\/?p=26826"},"modified":"2026-01-14T08:18:44","modified_gmt":"2026-01-14T13:18:44","slug":"complaints-against-telecom-providers-in-canada-reach-record-levels","status":"publish","type":"post","link":"https:\/\/www.planhub.ca\/blog\/en\/complaints-against-telecom-providers-in-canada-reach-record-levels\/","title":{"rendered":"Complaints against Telecom providers in Canada reach record levels"},"content":{"rendered":"\n<p>The Commission for Complaints for Telecom-television Services<em> (CCTS)<\/em> has released its 2024\u20132025 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.<\/p>\n\n\n\n<p>This increase is partly attributed to the CCTS\u2019s 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.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Rogers, closely followed by Telus<\/h2>\n\n\n\n<p><strong>Rogers <\/strong>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%).<\/p>\n\n\n\n<p><strong>Telus <\/strong>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%).<\/p>\n\n\n\n<p><strong>Bell<\/strong> recorded a more moderate increase of 16%, with 3,966 complaints. Its relative share of total complaints declined slightly.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Billing remains the sector\u2019s Achilles\u2019 heel<\/h2>\n\n\n\n<p>Billing issues continue to be consumers\u2019 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%).<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Breaches of the Wireless Code of Conduct<\/h2>\n\n\n\n<p>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.<\/p>\n\n\n\n<p>This third consecutive year of record-high complaints paints a worrying picture of the relationship between Canada\u2019s major telecom operators and their customers, despite the consumer protection measures in place.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>The Commission for Complaints for Telecom-television Services (CCTS) has released its 2024\u20132025 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\u2019s awareness campaigns, but it also reflects a perceived [&hellip;]<\/p>\n","protected":false},"author":39,"featured_media":1873,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[828,816],"tags":[471,155,495,472,473],"class_list":["post-26826","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-telecom-news","category-telecom","tag-bell-2","tag-fido","tag-mobile","tag-rogers-2","tag-telus-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Complaints against Telecom providers in Canada reach record levels | PlanHub.ca<\/title>\n<meta name=\"description\" content=\"The Commission for Complaints for Telecom-television Services (CCTS) has released its 2024\u20132025 annual report.\" \/>\n<meta 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