2021-22 Complaints
Annual Report
August 1, 2021 – July 31, 2022
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 the Glossary of Terms.
About our data
We report on the complaints that were accepted between August 1, 2021 and July 31, 2022 (our fiscal year) as well as on the complaints that were concluded between those dates.
The complaints we receive and investigate after July 31, 2022 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
* The number of issues is higher than the number of complaints accepted because a single complaint may raise more than one issue.
† Other includes long distance and operator services issues. There were no complaints about directory assistance or white pages directories in 2021-22.
The largest number of complaint issues were related to wireless services, which accounts for the highest proportion of issues across all four categories (billing, contract dispute, service delivery and credit management). Notably, for the first time since 2017-18, wireless services surpassed internet services for the largest number of service delivery issues.
Of the main categories of issues (billing, contract dispute, service delivery and credit management), billing issues were the top issue for wireless, TV and Other service types. Billing issues remained the top issue but decreased by 30% overall this year. Service delivery issues were the top issues for internet and local phone service type.
Overall, there was a decrease in issues raised across all main categories of issues for all service types.