CCTS says telecoms complaints surge for another year on billing, contract issues


OTTAWA — Complaints against telecom and cable companies rose by 35 per cent last year to continue an upward surge in disputes, says the consumer agency tasked to deal with them.

The Commission for Complaints for Telecom-Television Service says it recieved 19,287 complaints in the fiscal year ending July 31, up from the 14,272 recieved the year before and more than double the amount from two years earlier.

The commission says Bell accounted for the most complaints at 30 per cent, Rogers made up nine per cent, and Telus was third with eight per cent.

The CCTS says wireless services were the main source of complaints, followed by internet-related problems, while the main were billing and contact disputes.

The commission says complaints on billing include disputes such as customers being charged but not provided service, billed after service cancellation, and promised discounts and promotions not honoured.

Contract complaints include being provided the wrong internet package, not disclosing information or notices as required, and issues with contract terms and prices.

This report by The Canadian Press was first published Nov. 28, 2019.

The Canadian Press


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