Complaints about phone, internet and television services rose sharply in the 2023–24 reporting year, increasing by 38%, according to the Commission for Complaints for Telecom‑television Services (CCTS). In its annual report, the watchdog said it handled a record 20,147 complaints from consumers between Aug. 1, 2023 and July 31, 2024, and was able to resolve about 88% of those cases.
What types of complaints do Canadians make about phone companies?
The most frequent issues reported to the CCTS involved billing, which grew 47% year over year. These billing complaints covered unexpected or unexplained charges, surprise price increases, and situations where promised credits or refunds were not applied. Billing problems often trigger or reveal other service issues, which is why they are a common entry point for complaints.
“The bill is where the rubber meets the road,” CCTS commissioner and CEO Howard Maker said, warning that customers should pay attention because “bills change all the time.” He urged consumers to review invoices closely and contact their provider promptly when something looks wrong.
Contract transparency was another major concern: complaints about unclear or incomplete contract terms rose by 35%. Maker emphasized the need for clear, concise information from service providers so customers understand plan features, fees, contract length and cancellation terms. “These are complex services,” he noted, “and without clear communication there will be misinterpretations and misunderstandings.”
The CCTS findings arrive as the Canadian Radio‑television and Telecommunications Commission (CRTC) is studying reforms that target many of the same issues the complaints highlighted.
Do telecommunications companies do anything about the complaints?
Late last year, the CRTC launched several consultations aimed at giving consumers more control over their internet and cellphone services. One study looks at how to ensure customers are notified when promotional pricing or discounts are about to end, helping to prevent bill shocks. Another consultation is evaluating whether internet service providers should display standardized labels—similar to food nutrition labels—that clearly show price, speed and other key service features.
The regulator is also exploring rules to prevent providers from imposing penalties when customers cancel or change plans, and considering improved self-serve options to make switching providers simpler and more transparent.
The CCTS report also flagged a “troubling increase” in problems related to service cancellations and switching providers. Complaints saying consumers could not cancel a service rose 47%, concerns about termination fees grew 35%, and reports about failed transfers of wireless or phone services to other providers climbed by about 25%. Maker described the trend as puzzling: “Consumers are supposed to be able to switch simply, easily, no muss, no fuss, and it’s not happening,” he said. “I do not understand why this is such a big problem in the industry, but the numbers are not lying.”
Other complaints from Canadian customers
Beyond billing and contract clarity, many Canadians reported service performance problems. Frequent complaints included interruptions, internet or mobile data speeds that were slower than advertised, poor call audio quality, and dropped calls. These performance issues continue to be a significant source of dissatisfaction for customers.
The Canadian Telecommunications Association, which represents many carriers and manufacturers, cautioned that the increase in complaints does not necessarily mean overall customer satisfaction is falling. The association noted that recent awareness campaigns and CCTS changes to streamline the complaint process may have made more consumers aware of where to file grievances, which could contribute to higher volumes. A spokesperson pointed out that complaints still represent a very small share of the total customer base—well under one percent of broadband and mobile subscribers.
The industry group also reported that compliance with the Wireless Code improved for the fourth consecutive year, and that no member registered more than one Internet Code violation in the reported period.
Which Canadian telecom company had the most complaints
- Rogers was the subject of the largest share of complaints, accounting for more than 24% of all cases accepted by the CCTS during the reporting period. With 4,855 complaints, Rogers saw an almost 68% increase in reports from its customers compared with the prior year.
- Bell received 3,430 complaints (about 17% of the total), an increase of nearly 46% year over year.
- Telus customers filed 2,757 complaints, representing about 13.7% of the total and a rise of more than 53% from the previous year.
The ranking stays the same when complaints about the large providers are combined with those directed at their various subsidiary brands. While the overall number of complaints rose substantially, the CCTS was able to resolve the majority of issues it handled, and regulators are pursuing policy changes designed to reduce billing surprises, improve contract clarity, and make switching providers smoother for Canadian consumers.