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

Marchers supporting Indian farmers rallied in Surrey last month, from Bear Creek Park to Holland Park along King George Boulevard. (File photo: Tom Zillich)
Surrey MP says mayor’s motion to support Indian farmers is his to make

“He has his own sovereignty, right,” Sukh Dhaliwal says

Lord Tweedsmuir’s Tremmel States-Jones jumps a player and the goal line to score a touchdown against the Kelowna Owls in 2019. The face of high school football, along with a majority of other high school sports, could significantly change if a new governance proposal is passed at the B.C. School Sports AGM May 1. (Photo: Malin Jordan)
Power struggle: New governance model proposed for B.C. high school sports

Most commissions against new model; BCSS and its board in favour

Researchers say residents should leave sleeping bats alone while they exit hibernation. (Cathy Koot photo)
Spring ‘signal’ brings White Rock, Surrey bats out of hibernation

Community Bat Programs of BC says it’s best to leave sleeping bats alone

(Photo: Creative Outlet)
YOUR MONEY: Tax tips for a complicated tax season involving CERB and more

With April 30 tax deadline, ‘it is important to understand the tax implications (benefits) will have’

The Delta Police Department’s Equity, Diversity and Inclusion Unit: (from left) Const. Joel Thirsk, analyst Jody Johnson and Staff Sgt. Sukh Sidhu. (Delta Police Department photo)
Delta police respond to rising number of hate crimes

Police have received 15 reports so far in 2021, compared to 12 in all of 2020

A woman wears a protective face covering to help prevent the spread of COVID-19 as she walks past the emergency entrance of Vancouver General Hospital in Vancouver, B.C., Friday, April 9, 2021. COVID-19 cases have been on a steady increase in the province of British Columbia over the past week. THE CANADIAN PRESS/Jonathan Hayward
Top doctor warns B.C.’s daily cases could reach 3,000 as COVID hospitalizations surge

There are more than 400 people in hospital, with 125 of them in ICU

The father of Aaliyah Rosa planted a tree and laid a plaque in her memory in 2018. (Langley Advance Times files)
Final witness will extend Langley child murder trial into May or June

Lengthy trial began last autumn with COVID and other factors forcing it to take longer than expected

The corner of 96th Avenue and Glover Road in Fort Langley now has traffic signals, and new “touchless” signal activation buttons. (Matthew Claxton/Langley Advance Times)
Busy Fort Langley intersection gets ‘touchless’ crosswalk signals

The new traffic light started operation in April

A crossing guard stops traffic as students wearing face masks to curb the spread of COVID-19 arrive at Ecole Woodward Hill Elementary School, in Surrey, B.C., on Tuesday, February 23, 2021. A number of schools in the Fraser Health region, including Woodward Hill, have reported cases of the B.1.7.7 COVID-19 variant first detected in the U.K. THE CANADIAN PRESS/Darryl Dyck
COVID-infected students in Lower Mainland schools transmitting to 1 to 2 others: data

Eight to 13 per cent of COVID cases among students in the Lower Mainland were acquired in schools, B.C. says

Dr. Bonnie Henry – in a B.C. health order that went into effect April 12 – granted WorkSafe inspectors the power to enforce workplace closures with COVID-19 spread. THE CANADIAN PRESS/Jonathan Hayward
24 workplace closures being enforced in Fraser Health under new COVID-19 order

WorkSafe inspectors the power to enforce closures if COVID-19 has spread to 3 or more employees

Maple Ridge Fire and Rescue were conducting training operations at Gold Creek Falls when a firefighter broke their leg. (Eileen Robinson photo - Special to The News)
Firefighter suffers broken leg during swift water rescue practice in Golden Ears park

A training exercise at Maple Ridge waterfall on Wedesday results in mishap

Norm Scott, president of Royal Canadian Legion Branch # 91, is disappointed the Legion does not qualify for COVID financial assistance from the provincial government. (Black Press Media file photo)
B.C.’s pandemic aid package passing Legion branches by

Federal non-profit status stymies provincial assistance eligibility

Latest modelling by public health shows cases generated by COVID-19 infections into places where it can spread quickly. (B.C. Centre for Disease Control)
Industrial sites, pubs, restaurants driving COVID-19 spread in B.C.

Infection risk higher in offices, retail, warehouses, farms

Most Read