Statistical Reports

Annual Report

August 1, 2018 – July 31, 2019

Contact Centre activities

Our Contact Centre received over 142,000 communications by telephone, in writing and by online chat, up from 110,000 last year.

Table 10.1: Communications received
Type of communication Number YoY change
Phone calls answered 88,119 42%
Written correspondence 50,100 12%
Chat sessions answered 4,324 24%

 

The total written correspondence, which showed a modest increase of 12%, includes use of our online interactive questionnaire. By contrast, chat sessions increased by 24% and phone calls increased by 42%.

Out-of-mandate issues

The following tables show the number of issues raised by customers that the CCTS could not accept in 2018-19, broken down by the reason they could not be accepted. Customers have recourse to other organizations for many of these issues. For a list, see our Resources webpage.

Table 10.2: Procedural Code Section 3 and Other
Issue Number
Section 3.1(a)(i) Internet applications/content 488
Section 3.1(a)(ii) Emergency services 215
Section 3.1(a)(iii) Payphones 39
Section 3.1(a)(iv) Yellow pages/business directories 54
Section 3.1(a)(v) Telemarketing/unsolicited messages 950
Section 3.1(a)(vi) 900/976 calls 66
Section 3.1(b)(i) Digital Media Broadcast Undertaking (DMBU) services 154
Section 3.1(b)(ii) Interactive TVSP services and applications 12
Section 3.1(b)(iii) Broadcasting content 650
Section 3.1(b)(iv) Journalistic ethics 44
Section 3.1(b)(v) TV accessibility issues, e.g., closed captioning and described video 105
Section 3.1(b)(vi) Simultaneous substitution 76
Section 3.1(c)(i) Customer-owned equipment 420
Section 3.1(c)(ii) Inside wiring 42
Section 3.1(c)(iii) Security services 252
Section 3.1(c)(iv) Networking services 356
Section 3.1(c)(v) Pricing 1,908
Section 3.1(c)(vi) Rights of way 198
Section 3.1(c)(vii) Plant/poles/towers 1,088
Section 3.1(c)(viii) False/misleading advertising 498
Section 3.1(c)(ix) Privacy issues 1,019
Other – Broadcasting (television) 237
Other – Broadcasting (radio) 85
Other – Consumer – clarity of offers and promotions (TVSP Code) 319
Other – Not related to service providers (phone/internet scams) 763
Other – Regulated services 81
Total 10,119

 

Some of these issues are of particular interest because of high percentage increases over last year.

The largest increase by far was to issues related to emergency services, which increased by 277%. The issues raised were about 911 service (82) and the public alerting system (133). These services are regulated by the CRTC.

There were also large increases in issues related to false/misleading advertising (a 79% increase over last year) and about pricing (a 53% increase over last year). It was because of these types of issues that the CRTC investigated aggressive and misleading sales practices, and published its report in February of 2019.

Issues related to broadcasting content rose by 37% over last year.

Table 10.3: Procedural Code Section 4

Complaints about the quality of customer service delivered by providers do not fall within the CCTS mandate. However, we track the inquiries we get about these issues.

Issue Number
Section 4.1 Customer service
Language barriers 358
Outsourcing 623
No phone number for customer service 517
Rude representative 2,578
Wait times 3,549
Total 7,625
Section 4.3 General operating practices and policies 4,149
Total 11,774

 

Some complaints could not be accepted due to the procedural rules in our Procedural Code. They break down as follows.

Table 10.4: Procedural Code Section 10: Duty To Decline To Take Action
Issue Number
Section 10.1 Service provider not offered opportunity to resolve 1,756
Section 10.2(b) Matter previously or currently with another agency 1,496
Section 10.3(a) facts transpired more than one year ago 1,357
Section 10.3(b) facts arose prior to effective date 170
Total 4,779

 

The largest increase was to complaints that customers tried to file in which the facts took place more than one year earlier, which showed a 76% increase over last year.

Although complaints about a service provider’s failure to accommodate customer accessibility requests are out of our mandate, at the request of the CRTC and members of the accessibility community, we track when customers raised accessibility issues about their service providers.


Table 10.5: Accessibility issues

Section Number
Contract not provided in alternative format 0
Customer service
Indifference to customer’s disability 47
Total 47
Emergency services 5
Hearing or speech issues
In-store language accessibility 1
MRS not available 4
VRS not available 0
Total 5
Mobility issues
In-store physical accessibility 2
Total 2
Other 9
Policies and operating procedures 18
Refused accessibility plan 0
Special type of wireless device handset not offered 2
TV accessibility issues 105
Visual issues
Bills and other information not provided in alternative 7
Total 7
Total 200

Small business

In 2018-19, we had 907 complaints from small business customers, 4.7% of all concluded complaints.

When we report our operational statistics, we include the data for all the complaints we dealt with during the year. However, not all complaints are alike. In particular, we know that complaints from small business customers can be quite different from those of individual consumers. The following tables highlight the differences.

The small business percentages are similar to last year’s results. Service delivery and credit management are virtually unchanged but contract disputes are down by 9% and billing disputes are up 9% from last year.

The types of complaints for small business are similar to last year’s results.

Table 10.6: Small business complaint subjects vs. consumer complaint subjects
Subject Small business Consumer
Contract dispute 48.1% 31.2%
Billing 31.3% 43.7%
Service delivery 18.3% 22.0%
Credit management 2.3% 3.1%
Total 100% 100%
Table 10.7: Small business complaint types of service vs. consumer complaint types of services
Service Small business Consumer
Internet access services 33.9% 25.0%
Local phone 33.1% 13.7%
Wireless 30.5% 41.6%
Long distance 2.5% 2.5%
Table 10.8: Top 10 small business complaint issues
Issue Small business Consumer
Legitimacy and amount of early cancellation fees 14.7% 2.8%
Disclosure issues 11.1% 11.7%
Incorrect charge 10.0% 15.0%
Intermittent/Inadequate quality of service 7.3% 7.6%
Breach of Contract 4.9% 5.5%
Contract auto-renewal 4.7% 0.1%
Credit/refund not received 4.5% 5.7%
No consent provided for contract renewal 3.8% 2.0%
Regular price increase of monthly price plans 3.1% 3.1%
Material contract change 3.0% 4.8%

 

Three issues are new to the top 10 small business issues this year:

  • Number 7: credit/refund not received
  • Number 9: regular price increase of monthly price plans
  • Number 10: material contract change

These new issues replaced last year’s issues of no consent, credit reporting and complete loss of service.

Analysis of closed complaints

Our operational statistics show that we closed 1,727 complaints in 2018-19. The following table provides a breakdown of the reasons why those complaints were closed, with reference to the relevant section of the Procedural Code.

Table 10.9: Complaints closed by reason for closure
Complaint Issues %
Customer withdraws complaint 127 7.4%
Out-of-mandate after further information obtained 16 0.9%
Section 9.1(b) Customer is not authorized to file complaint 10 0.6%
Section 9.1(c) Complaint more appropriately handled by another agency 111 6.4%
Section 9.1(d) Further investigation not warranted 450 26.1%
Section 9.1(e) Customer not cooperative 746 43.2%
Section 9.1(f) Service provider offer is reasonable 202 11.7%
Section 10.2(b) Matter previously or currently with another agency 7 0.4%
Section 10.3(a) Complaint filed outside time limits 57 3.3%
Section 10.3(b) Facts arose prior to Effective Date 1 0.1%
Total 1,727 100%

 

Compensation analysis

In cases that are resolved as well as in Recommendations and Decisions, customers may receive some form of compensation from their service provider. This compensation can take many forms, including:

  • bill credits
  • bill adjustments
  • free or discounted products and services
  • cash payments

We attempt to record the value of all compensation awarded to customers as a result of the CCTS process. This is challenging because in a significant number of cases (in particular, resolutions that occur at our Pre-investigation stage) we are not provided with the details of the settlement reached between the customer and the service provider.

This report discloses the full value of compensation received by customers that has been reported to us.

Table 10.10: Number of complaints in which compensation was awarded
Compensation range Number of complaints Percentage
< $100 4,416 37.6%
$100 – $499 5,586 47.6%
$500 – $999 1,111 9.5%
$1,000 – $4,999 591 5.0%
$5,000 or more 36 0.3%
Total 11,740 100%
Total compensation: $ 3,809,275.06

“Problem was resolved in 12 days, after I had been dealing with my service provider for months on a minor issue without success.”

Performance standards

Each year, we set ourselves a goal of outstanding customer service. To ensure that we are meeting that goal, we track our performance across various benchmarks.

Contact Centre/Pre-investigation

Table 10.11: Contact Centre/Pre-investigation performance standards
Process Target Results
Answer phone calls within 120 seconds 80% 85.8%
Process written communications within 3 calendar days 80% 46.1%

 

Complaint handling

Table 10.12: Complaint handling performance standards
Process Target Results
Complaints concluded at Pre-Investigation stage within 40 days of acceptance 80% 96.2%
Complaints concluded at Investigation stage within 60 days of referral to Investigation 80% 77.3%

 

Although the 35% increase in complaints this year impacted two of our target benchmarks, we exceeded the other two target benchmarks. In order to address the delays in processing written communications, we have added more resources to our team.

Regional analysis

We receive complaints from customers throughout Canada. Here, we identify the number of accepted complaints by province/territory.

 

Map of Canada showing complaints by province

* Canada, Statistics Canada, Table 17-10-0005-01 (Ottawa, CANSIM, 2019)

Table 10.13: Complaint accepted by province/territory performance standards
Province Complaints Population
Alberta 1,623 8.4% 4,307,110 11.6%
British Columbia 2,343 12.1% 4,991,687 13.5%
Manitoba 539 2.8% 1,352,154 3.6%
New Brunswick 245 1.3% 770,633 2.1%
Newfoundland and Labrador 171 0.9% 525,355 1.4%
Northwest Territories 12 0.1% 44,541 0.1%
Nova Scotia 396 2.1% 959,942 2.6%
Nunavut 11 0.1% 38,396 0.1%
Ontario 8,812 45.7% 14,322,757 38.6%
Prince Edward Island 65 0.3% 153,244 0.4%
Quebec 4,822 25.0% 8,390,499 22.6%
Saskatchewan 187 1.0% 1,162,062 3.1%
Yukon 17 0.1% 40,476 0.1%
Not specified 44 0.2%
Total 19,287 100% 37,058,856 100%