The CCTS report highlighted a “worrying increase” in problems with service cancellations and changing service providers.
Reports of the lack to cancel service appeared in complaints 47% more often than last yr, concerns about cancellation fees rose 35%, and complaints concerning the inability to transfer mobile or phone service to a different provider rose by 1 / 4. Maker called the trend a “head-scratcher.”
“Consumers should be able to switch easily and hassle-free, without a fuss, and that’s not happening,” he said. “I don’t understand why this is such a big problem in the industry, but the numbers don’t lie.”
More complaints from Canadian customers
Other common complaints highlighted within the report were based on service performance issues, with customers continuing to report issues with interruptions, slower web or Wi-Fi data speeds than expected, poor audio quality or dropped phone calls.
However, the Canadian Telecommunications Association warned that the rise in complaints doesn’t necessarily indicate that customers have gotten more dissatisfied with their providers. Instead, it said customers were now more knowledgeable concerning the work of the CCTS than in previous years due to recent awareness campaigns, while complaints could also arise resulting from Commission changes designed to streamline the registration process.
“Despite this, the number of complaints remains relatively low, with the number of issues raised representing less than 0.08% of high-speed broadband and 0.05% of wireless subscribers in Canada,” spokesman Nick Kyonka said in an announcement.
The association, which represents many carriers and manufacturers, said the report shows that incidents of wireless code noncompliance have declined for the fourth yr in a row and none of its members have committed greater than a single Internet code violation.
Which Canadian telecommunications company had essentially the most complaints?
- Rogers was answerable for greater than 24% of all complaints accepted by the commission throughout the reporting period, maintaining its position as essentially the most complained about service provider after overtaking Bell a yr ago. With 4,855 complaints, Rogers saw a virtually 68% increase in reports from its customers to the commission in comparison with the previous yr.
- Bell had 3,430 complaints, or 17% of all complaints, up nearly 46% from the commission’s previous annual report. There were 2,757 complaints about Telus Corp., 13.7% of all complaints and up greater than 53% from the previous yr.
This rating remained the identical when combined with complaints from customers of the assorted subsidiary brands of the three major providers.
