Insights

• Bell complaints decreased for the third year in a row. This year Bell’s complaints decreased by 38%, which is a notable decrease compared to the 25% decrease in complaints across all providers.
• Bell accounts for 17% of all accepted complaints, down from 21% last year.
• Wireless issues decreased by 37%, a significant decrease considering a 19% decrease in wireless issues across all providers. Wireless issues account for 43% of Bell’s issues, which is lower than the overall proportion of wireless issues across all providers (51%).
• Internet issues account for 27% of Bell’s issues, the same as last year.
• TV issues continue to account for 14% of all Bell issues, the same as last year.
• Bell’s most complained-about issue is incorrect charge relating to monthly price plan. It accounts for 14% of Bell’s issues even though its customers raised this issue 39% fewer times compared to last year.
• Notably, Bell customers raised roaming charge issues more often this year, up by 165%. Roaming issues increased for all service providers by 130%.
• Bell had 6 confirmed breaches of the Wireless Code, a significant decrease from 29 confirmed breaches last year. This accounts for 9% of all confirmed Wireless Code breaches, down from 30% last year. Of the six confirmed breaches, three were related to disconnection issues.
• Bell had 2 confirmed breaches of the Internet Code, down from 14 last year and accounting for 9% of all confirmed Internet Code breaches.
• Bell is the only service provider with confirmed breaches of the Deposit and Disconnection Code, with two counts.

Statistics

Insights

• Rogers’ complaints decreased by 15% compared to a 25% decrease in complaints across all providers. Rogers accounts for 16% of all accepted complaints, up over three years from 11% to 16%.
• Wireless issues account for 44% of all Rogers’ issues, up from 40% last year.
• Internet issues account for 32% of all Rogers’ issues, which is higher than the proportion of internet issues overall (27%). Rogers’ customers raised internet issues 26% less often than last year compared to a 40% decrease in internet issues across all providers.
• Rogers’ TV issues account for 16% of all Rogers’ issues, down from 18% last year. This is higher than the proportion of TV issues overall (11%).
• Rogers’ most complained-about issue is incorrect charge for monthly price plans. This issue accounts for 14% of all of Rogers’ issues even though its customers raised this issue 39% fewer times compared to last year.
• Rogers’ customers raised the following issues more often than last year:
  • Device or equipment financing plan issues, up by 144% from last year;
  • Roaming charge issues, up by 133%;
  • Complete loss of service, up by 16% compared to a decrease of 20% for all service providers; and
  • Legitimacy of the early termination fee, up by 27%.
• Rogers had 7 confirmed breaches of the Wireless Code, a significant drop from 25 last year. This accounts for 11% of all confirmed Wireless Code breaches, down from 26% last year. Of the seven breaches, six were about disconnection issues. Disconnection issues were also the subject of its two confirmed Internet Code breaches.

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Insights

• Fido complaints decreased by 21% compared to a 25% decrease in complaints across all providers.
• Fido accounts for 10% of all accepted complaints, on par with last year.
• Fido’s wireless issues decreased by 4% this year. However, wireless issues account for 93% of Fido’s issues compared to 79% last year.
• Internet issues decreased by 69% this year, now accounting for 8% of all of Fido’s issues. The decrease seems to have been driven by a significant decline in the number of breach of contract issues and credit/refund not received issues for internet services.
• Device/equipment financing plan is the most-increased issue raised by Fido customers, up by 200%.
• Issues about long-distance charges (chargeable messages) have increased significantly (1,215%) over five years. This year, Fido’s chargeable messages issues are up by 46%.
• Customers also raised activation/reactivation charge issues with Fido more every year over the past five years, with an increase of 750% over five years.
• Incorrect charge issues account for 13% of Fido’s issues even though there was a 24% decrease in this issue.
• Fido’s confirmed breaches of the Wireless Code continued to drop, with 5 confirmed breaches this year compared to 9 last year and 13 the year before. Two of the five breaches were about Fido not providing a paper or electronic copy of the contract to the customer or that the contract did not include all the information required in the Wireless Code.

Statistics

Insights

• TELUS complaints increased by 3% compared to a 25% decrease in complaints across all providers.
• TELUS accounts for 10% of all accepted complaints, up from 7% last year.
• Wireless issues account for 53% of all TELUS issues. The number of TELUS’ wireless issues increased by 4% this year compared to a 19% decrease in wireless issues across all service providers.
• Internet issues account for 25% of all TELUS issues. The number of TELUS’ internet issues declined by 16% compared to the 40% decrease in internet issues across all providers. This is the first time TELUS’ internet issues decreased in five years.
• TV issues account for 11% of all TELUS issues, down 2% from last year.
• TELUS’ long distance issues increased by 36% compared to a 61% decrease across all providers.
• Incorrect charge issues became the most complained-about issue for TELUS customers, accounting for 14% of all issues. This issue increased by 2% this year for TELUS, which is notable considering that the issue declined by 31% across all service providers.
• Disclosure issues are the number two issue for TELUS customers, up by 4% from last year and accounting for 13% of all TELUS issues. Meanwhile, disclosure issues decreased by 36% for all service providers.
• Quality of service issues dropped to the number three issue for TELUS customers, down by 34% from last year and accounting for 10% of all TELUS issues. This is the first time TELUS saw this issue decrease in three years.
• TELUS’ confirmed Code breaches increased significantly from 8 last year to 22 this year.
• TELUS accounts for half of all confirmed Internet Code breaches with 11 breaches, up from zero last year. Six of these confirmed breaches were for failing to provide required information in contracts and related documents and the remaining five were for lack of clarity in its communications with customers.
• TELUS had eight confirmed Wireless Code breaches, unchanged from last year. Two of these confirmed breaches were related to disconnection issues.
• TELUS had three confirmed breaches of the TVSP Code compared to zero last year, accounting for 33% of all confirmed TVSP Code breaches. The three confirmed breaches are related to its failure to give the customer a copy of the written contract or the Critical Information Summary or to provide clear information of the offer.

Statistics

Insights

• Virgin Plus (formerly Virgin Mobile Canada) complaints decreased by 19% compared to a 25% decrease in complaints across all providers. Virgin Plus accounts for 7% of all accepted complaints, unchanged from last year.
• Internet issues increased by 11% despite overall internet issues decreasing by 40%. Internet issues account for 15% of all issues for Virgin Plus. The number of internet issues raised by Virgin Plus customers has grown year-over-year for five years.
• Disclosure is still the most complained-about issue for Virgin Plus, accounting for 14% of all its issues, down from 17% last year.
• Device financing plan issues continue to increase for Virgin Plus, with a 100% increase in these issues.
• Credit reporting issues account for 5% of all issues raised by Virgin Plus customers. The number of these issues increased by 5% this year while credit reporting issues decreased by 19% across all service providers.
• Virgin Plus had 11 confirmed breaches of the Wireless Code, up from 6 last year and 4 the year before. Virgin Plus accounted for 17% of all confirmed Wireless Code breaches. Three of 11 breaches were about disconnection issues. Two others related to lack of clarity; two related to not providing required information in the Critical Information Summary; and two related to not giving the customer a copy of the written contract.
• Virgin Plus also had two confirmed Internet Code breaches, both related to disconnection issues.

Statistics

Insights

• Koodo complaints increased by 11% compared to a 25% decrease in complaints across all providers. Koodo accounts for 7% of all accepted complaints, up from 4% last year.
• The top three Koodo issues are incorrect charge (13% of Koodo’s issues), disclosure issues (11%) and credit reporting (9%). Notably, Koodo’s credit reporting issues increased by 12% this year compared to a 19% decrease in credit reporting issues across all service providers.
• As the biggest issue for Koodo, incorrect charge has been increasing year-over-year for the past five years.
• Quality of service issues account for 6% of all Koodo’s issues and have increased year-over-year during the last five years.
• There are significant increases in device financing plan issues and roaming charge issues.
• Koodo had eight confirmed Wireless Code breaches this year, doubled from four last year. Four of the eight confirmed breaches were related to Koodo’s failure to provide required information in the Critical Information Summary and the remaining four breaches related to not providing a paper or electronic copy of the contract to the customer.

Statistics

Insights

• Freedom Mobile complaints decreased for the third year in a row. Freedom Mobile complaints decreased by 24%. Freedom Mobile accounts for 6% of all accepted complaints, unchanged from last year.
• The vast majority of Freedom Mobile’s issues are about wireless services (98%). Freedom Mobile began offering internet services in 2019 and received only 28 issues about its internet services this year.
• The most-complained about issue for Freedom Mobile customers relates to disclosure, accounting for 15% of all Freedom Mobile issues despite a decrease of 24% from last year. Quality of service is the number two issue, accounting for 12% of all Freedom Mobile’s issues even though it decreased by 28%.
• Credit management issues were raised by Freedom Mobile customers 48% less often than last year compared to the 20% decrease in overall credit management issues.
• Freedom Mobile had 12 confirmed breaches of the Wireless Code, up from 5 last year and accounting for 19% of all confirmed breaches of the Wireless Code. Four of 12 breaches were related to Freedom Mobile’s failure to provide a paper or electronic copy of the contract to the customer or with providing inaccurate information. Another four breaches related to not providing information required in the Critical Information Summary. The remaining four breaches were about disconnection issues.

Statistics

Insights

• Videotron complaints decreased by 43% compared to a 25% decrease in complaints across all providers. Videotron accounts for 5% of all accepted complaints, down from 6% last year.
• Wireless issues decreased by 47% for Videotron compared to a 19% decrease in wireless issues across all service providers. Wireless issues account for 26% of all Videotron issues.
• Videotron’s internet issues decreased by 41%, on par with the 40% decrease in internet issues across all service providers. Internet issues account for 34% of all Videotron issues, unchanged from last year.
• TV issues decreased by 39% for Videotron compared to a 35% decrease in TV issues across all service providers. TV issues account for 27% of all Videotron issues.
• Videotron customers raised device financing plan issues 92% more often this year.
• The most complained-about issues raised by Videotron customers are disclosure issues and incorrect charge for monthly price plans, each accounting for 20% of Videotron’s issues.
• Videotron had three confirmed breaches of the Wireless Code, down from six last year.
• Videotron had three confirmed Internet Code breaches compared to zero last year. The confirmed breaches were about not providing key contract terms and conditions or the Critical Information Summary.
• Videotron had four confirmed TVSP Code breaches, up from two last year and accounting for 44% of all confirmed TVSP Code breaches. Two of Videotron’s four confirmed breaches were about not providing information required in the Critical Information Summary.

Statistics

Insights

• Shaw complaints decreased by 36% compared to a 25% decrease in complaints across all providers. Shaw accounts for 4% of all accepted complaints, down from 5% last year.
• Internet issues account for 51% of all Shaw issues. The number of Shaw’s internet issues decreased by 45% compared to a 40% decrease in internet issues across all providers.
• Wireless issues account for 14% of all Shaw issues, up from 6% last year. Wireless issues were raised 46% more often by Shaw customers than last year. (Shaw launched Shaw Mobile in July of 2020.)
• TV issues account for 24% of all Shaw issues. Shaw’s TV issues decreased by 30% compared to a 35% decrease in TV issues across all service providers.
• Shaw’s top issue is quality of service, up from 14% last year and accounting for 16% of its issues.
• Shaw’s disclosure issues decreased by 46% while overall disclosure issues decreased by 36%. Disclosure issues account for 14% of all Shaw issues, the same as last year.
• Shaw had five confirmed breaches of the Wireless Code this year, up from three last year.

Statistics

Insights

• While complaints across all providers decreased by 25% overall, Xplornet complaints decreased by 63%. Xplornet accounts for 2% of all accepted complaints, down from 3% last year.
• Internet issues account for 97% of Xplornet’s issues because Xplornet is primarily an internet service provider. Xplornet saw a 58% decrease in internet issues this year compared to a 40% decrease in internet issues across all service providers.
• The decrease in Xplornet’s internet issues is driven mostly by a significant 61% decrease in service delivery issues. Quality of service remains the top issue for Xplornet customers, accounting for 45% of all Xplornet’s issues. The number of times Xplornet customers raised quality of service issues decreased by 68% this year.
• Xplornet had two confirmed Internet Code breaches compared to zero last year. Its two confirmed breaches involved a lack of clarity of information.

* In September 2022, Xplornet rebranded to Xplore.

Statistics