2018-19 Complaints

Annual Report

August 1, 2018 – July 31, 2019

This section provides a broad overview of this year’s complaint data. Additional detailed analysis follows throughout the report. For definitions of the terms used in this section, see Appendix D.

About our data

We report on the complaints that were accepted between August 1, 2018 and July 31, 2019 (our fiscal year) and on the complaints that were concluded between those dates.

The complaints we receive and investigate after July 31, 2019 will be reported in next year’s Annual Report.

NOTE: A single complaint may raise more than one issue.

To ensure the accuracy of the statistics we report, we audit the data throughout the year.

Percentages may not add up to 100% due to rounding.

Operational statistics

Table 5.1: Three-year summary of operational statistics

* The number of concluded complaints is higher than the number of accepted complaints because some complaints from 2017-18 were also concluded this year.


Table 5.2: Leading complaint issues, broken down by service type


The largest number of complaint issues were related to wireless services, including the largest number of issues with billing and contract disputes. However, internet service had the largest number of service delivery issues.

TV complaint issues were over three times higher than in 2017-18. This can be at attributed, at least in part, to the fact that 2018-19 was our first full year of accepting TV complaints.

Figure 5.1: Complaint issues by service type
Figure 5.2: Main complaint issues