Are you tired of unexpected charges and frustrating billing errors? Customer complaints about phone, internet, and television services have surged, with a 17% increase in the 2024-25 reporting year, according to the Commission for Complaints for Telecom-television Services (CCTS). This surge highlights a growing problem in the telecom industry, and it's something many Canadians are experiencing firsthand.
The CCTS, the watchdog that handles grievances about Canadian telecommunications providers, received a record 23,647 complaints between August 1, 2024, and July 31, 2025. While the CCTS successfully resolved 86% of the complaints that went through its process, the sheer volume is alarming.
The biggest issue? Billing problems. A staggering 46% of all complaints stemmed from billing issues, including incorrect charges and missing credits. This is a significant concern, especially when you consider the rising cost of living. People are understandably more sensitive to discrepancies in their bills.
But here's where it gets controversial... Complaints related to billing specifically rose by 16% compared to the previous year, marking the highest level in the last five years.
Contract breaches also saw a significant spike, with a 121% increase year-over-year. These complaints often involve missing features, unexpected fees, or changes to the agreed-upon terms. Contract disputes accounted for a quarter of all issues reported to the commission.
Service delivery issues, such as intermittent or lost service, and installation delays, made up another quarter of the grievances. Despite a slight 2% decrease in this category, over 10,000 service delivery issues were still reported. Wireless and internet services were the primary sources of these problems.
The Canadian Telecommunications Association points out that the number of complaints represents less than 0.1% of telecom service subscribers. They also highlight that most complaints are resolved without the CCTS needing to investigate.
The usual suspects: Canada's three largest telecom companies – Rogers, Telus, and Bell – continue to top the list for the most complaints.
- Rogers accounted for roughly 27% of all accepted complaints. The company has been the most complained-about service provider for three consecutive years. After the 2023 merger, Rogers and Shaw data were combined.
- Telus jumped to the second spot with 4,904 complaints, up 77.9% from the previous year, representing almost 21% of the total complaints.
- Bell had 3,966 complaints, or nearly 17% of the total, which is up 15.6% from the previous annual report.
What does this all mean for you? It's crucial to carefully review your bills and understand the terms of your contracts. Clear communication from service providers is essential to build trust and set accurate expectations.
Now, I'm curious: Do you think these complaint numbers reflect a genuine decline in service quality, or are customers simply more vocal about their issues? Share your thoughts in the comments below!
