A brand new report says Telus Corp. is probably the most complained-about telecommunications service supplier in Canada thus far this 12 months, as general grievances by prospects proceed to rise within the sector.
The mid-year report by the Fee for Complaints for Telecom-Tv Providers (CCTS) says it dealt with 11,909 complete complaints from prospects between Aug. 1, 2024 and Jan. 31, 2025.
That’s up virtually 12 per cent from the identical reporting interval a 12 months earlier. The rise was pushed by prospects’ points with their wi-fi service, which represented round half of all complaints submitted, adopted by web points, which accounted for simply over one-quarter of complete grievances.
The watchdog mentioned it’s the primary time because it was established in 2007 that Telus topped its complaints record. Rogers Communications Inc. has held that undesirable title for 2 straight full-year studies after overtaking Bell Canada.
Telus accounted for 19.7 per cent of all complaints accepted by the CCTS, adopted by Rogers at 18.7 per cent and BCE Inc.’s Bell Canada at 16.7 per cent.
Complaints about Telus had been up virtually 63 per cent year-over-year, which the fee mentioned was pushed by points round incorrect fees, breach of contract, and common value will increase on month-to-month plans.
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In a press release, Telus senior vice-president of customer support excellence Terry Wells mentioned the CCTS report “represents a snapshot in time” and that the corporate is targeted on steady enchancment.
“For 13 years, Telus maintained the bottom CCTS grievance fee within the nationwide business. Final 12 months alone, we reported a 90 per cent decision fee for all buyer issues, CCTS-related or in any other case,” Wells mentioned.
“We acknowledge our grievance volumes elevated throughout this most up-to-date interval, and take full accountability for these outcomes, viewing each interplay as a possibility to study and develop.”
Wells added that Telus has listened to prospects’ suggestions and achieved a 20 per cent discount in complaints since January.
The report mentioned Rogers prospects complained 21.1 per cent lower than a 12 months in the past, whereas gripes about Bell had been up 13.7 per cent.
Shaw Communications, which was acquired by Rogers in April 2023, had 9.6 per cent of all complaints obtained. Rogers’ Fido subsidiary rounded out the highest 5 at 6.8 per cent of complaints.
The fee mentioned a big proportion of complaints about Shaw had been associated to elevated TV set-top-box rental charges.
“Clients raised issues that their contractual association offered value certainty and that the worth will increase to set-top-box gear charges weren’t permitted,” the report mentioned, including that almost all of these complaints had been resolved to the satisfaction of each the supplier and buyer.
TV providers represented 16 per cent of points raised by all prospects through the reporting interval, growing by practically half from a 12 months in the past.
Billing points additionally remained a high concern for purchasers, as incorrect fees for month-to-month value plans accounted for 12.8 per cent of all points raised in complaints.
CCTS commissioner and CEO Howard Maker mentioned prospects ought to at all times intently monitor their contracts and payments to verify potential errors are caught.
“Canadians ought to verify their contracts when signing up for providers to obviously perceive which components of the worth are assured for a set interval and which can change with out discover,” he mentioned in a press launch.
“Checking billing statements usually to know what you’re paying can be essential. We see many circumstances the place what a shopper expects to obtain doesn’t align with the settlement.”
He added that telecom and TV service suppliers ought to “clearly clarify” promotions to keep away from confusion afterward.
© 2025 The Canadian Press
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