2019-20 Complaints

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 our Glossary of Terms.

About our data

We report on the complaints that were accepted between August 1, 2019 and July 31, 2020 (our fiscal year) as well as on the complaints that were concluded between those dates.

The complaints we receive and investigate after July 31, 2020 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

wdt_ID	Measurement	2019-20 number	2019-20 YoY change	2018-19 number	2018-19 YoY change	2017-18 number	2017-18 YoY change
1	Complaints accepted	15,661	-19%	19,287	35%	14,272	57%
2	Complaints concluded*	15,868	-18%	19,371	46%	13,224	53%
3	Complaints resolved	14,120	-20%	17,627	45%	12,149	55%
4	Complaints resolved at pre-investigation	10,911	-20%	13,592	33%	10,214	57%
5	Complaints resolved at investigation	3,209	-20%	4,035	109%	1,935	45%
6	Complaints closed	1,732	0%	1,727	62%	1,068	35%
7	Complaints closed at pre-investigation	676	18%	573	70%	337	13%
8	Complaints closed at investigation	1,056	-8%	1,154	58%	731	48%
9	Recommendations accepted	14	-7%	15	200%	5	67%
10	Decisions issued	2	0%	2	0%	2	100%

* The number of concluded complaints is higher than the number of accepted complaints because some complaints from 2018-19 were also concluded this year.

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

wdt_ID	Service	Billing	Contract dispute	Service delivery	Credit management	Total
1	Wireless	8,309	6,395	3,444	871	19,019
2	Internet	4,212	3,426	3,779	365	11,782
3	TV	2,528	1,844	1,321	195	5,888
4	Local phone	2,146	1,873	1,541	154	5,714
5	Long distance	232	128	142	8	510
6	Directory assistance	0	0	0	0	0
7	White page directories	0	0	0	0	0
8	Total	17,427	13,666	10,227	1,593	42,913

Billing issues decreased by 15% while contract dispute issues decreased by 10%. Service delivery issues decreased marginally by 1% while credit management issues increased by 9%.

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

Figure 5.1: Complaint issues by service type

Figure 5.2: Main complaint issues

Annual Report

August 1, 2019 – July 31, 2020

About our data

Operational statistics