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

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

Contract complaints include being provided the wrong internet package

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 in its annual report that 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.

“Record numbers of complaints, rapid industry change, and our own desire for continuous improvement have motivated us to focus on our dispute resolution process,” CCTS commissioner and CEO Howard Maker said in a statement.

The commission, mandated by the CRTC but funded by the industry, says about 91 per cent of complaints were successfully resolved.

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

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

READ MORE: Province wants to call Ottawa on cellphone bills

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.

It says the 158 confirmed breaches of the wireless code was up 42 per cent from a year earlier. The code was implemented in 2013 and sets out rules on areas like contract clarity and bill management.

Bell Canada accounted for 29.1 per cent of code breaches, Telus and Rogers were tied at 19.6 per cent of them, and Freedom Mobile made up 15.8 per cent. Fido, Virgin, Videotron and Chatr also recorded breaches.

The commission notes that despite the record number of overall complaints, 182 service providers had zero complaints, and another 107 had three or less.

The Canadian Press

Like us on Facebook and follow us on Twitter.

Get local stories you won't find anywhere else right to your inbox.
Sign up here

Just Posted

The RCMP was called to a condo complex in Langley City in the early hours of Jan. 18, 2021, for a shooting. (Shane Mackichan/Special to the Langley Advance Times)
Violence hits Langley as gang war boils over in Lower Mainland

Three violent local incidents haven’t been definitively linked to gangs, but are apparenlty targeted

Langley Advance Times publisher Lisa Farquharson and Real Canadian Superstore Langley manager Jason Pietzarka presented Kristi Kocherkewych with her $200 prize in the third annual Win Everything You Didn’t Get for Christmas Contest. (Heather Colpitts/Langley Advance Times)
Walnut Grove woman spreads cheer as winner of Langley Advance Times and Superstore contest

The third annual Win Everything You Didn’t Get for Christmas Contest received thousands of entries

Township of Langley crews were called to a structure fire in the 7200blk 208th St in Willoughby on Friday, Jan. 22, 2020 (Curtis Kreklau/South Fraser News Services)
VIDEO: Two-alarm blaze in Langley’s Willoughby neighbourhood

Crews respond to multiple reports of a structure fire in the 7200 block of 208th Street on Friday

Black Press Media Files
BC Teacher’s Federation asks for vaccine prioritization

‘Hopefully more vaccines are approved and the immunization strategy will be adjusted and accelerated’

Sources White Rock/South Surrey Food Bank is located at 2356 156 St. (File photo)
Door-to-door canvassers not working on behalf of Sources Food Bank, says manager

Accredited White Rock, South Surrey, Langley food bank does not canvas for donations

Thursday, Jan. 28, 2021 is International Lego Day. (Jenna Hauck/ Chilliwack Progress)
Unofficial holidays: Here’s what people are celebrating for the week of Jan. 24 to 30

Lego Day, Talk Like a Grizzled Prospector Day and Puzzle Day are all coming up this week

Economic Development and Official Languages Minister Melanie Joly responds to a question in the House of Commons Monday November 23, 2020 in Ottawa. THE CANADIAN PRESS/Adrian Wyld
Federal minister touts need for new B.C. economic development agency

Last December’s federal economic update promised a stimulus package of about $100 billion this year

FILE - In this Nov. 20, 2017, file photo, Larry King attends the 45th International Emmy Awards at the New York Hilton, in New York. Former CNN talk show host King has been hospitalized with COVID-19 for more than a week, the news channel reported Saturday, Jan. 2, 2021. CNN reported the 87-year-old King contracted the coronavirus and was undergoing treatment at Cedars-Sinai Medical Center in Los Angeles. (Photo by Andy Kropa/Invision/AP, File)
Larry King, broadcasting giant for half-century, dies at 87

King conducted an estimated 50,000 on-air interviews

Kimberly Proctor, 18, was murdered in 2010. Her family has spent many of the years since pushing for a law in her honour, that they say would help to prevent similar tragedies. (Courtesy of Jo-Anne Landolt)
Proposed law honouring murdered B.C. teen at a standstill, lacks government support

Ministry of Mental Health and Addictions has concerns with involuntary detainment portion of act

Cannabis bought in British Columbia (Ashley Wadhwani/Black Press Media)
Is it time to start thinking about greener ways to package cannabis?

Packaging suppliers are still figuring eco-friendly and affordable packaging options that fit the mandates of Cannabis Regulations

BC Coroners Service is currently investigating a death at Canoe Cove Marina and Boatyard in North Saanich. (Black Press Media File)
Drowning death in North Saanich likely B.C.’s first in for 2021

Investigation into suspected drowning Monday night continues

Chief Public Health Officer Theresa Tam speaks during a daily briefing in Ottawa. (THE CANADIAN PRESS/Adrian Wyld)
31 cases of COVID-19 variants detected in Canada: Health officials

Dr. Theresa Tam made announces 13 more variant COVID-19 cases in Canada

Daily COVID-19 cases reported to each B.C. health region, to Jan. 20, 2021. Island Health in blue, Northern Health green, Interior Health orange, Vancouver Coastal in red and Fraser Health in purple. (B.C. Centre for Disease Control)
B.C.’s COVID-19 infection rate stays stable with 508 cases Friday

Vaccine delivered to more than 110,000 high-risk people

The District of Saanich’s communications team decided to take part in a viral trend on Thursday and photoshopped U.S. Senator Bernie Sanders into a staff meeting photo. (District of Saanich/Twitter)
Bernie Sanders makes guest appearance municipal staff meeting in B.C.

Vancouver Island firefighters jump on viral trend of photoshopped U.S. senator

Most Read