2019-20 Complaints

Annual Report

August 1, 2019 – July 31, 2020

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

* 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


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