2022-23 Complaints
Annual Report
August 1, 2022 – July 31, 2023
This section provides a broad overview of the complaint data for this fiscal year. 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 we accepted and concluded within our fiscal year, August 1, 2022 and July 31, 2023. The complaints we received, investigated and/or concluded after July 31, 2023 will be reported in next year’s Annual Report.
Due to the timing of the implementation of the service delivery transformation project, this year’s report includes:
- complaints concluded before May 23, 2023 under the old process stages:
Pre-Investigation, Investigation, Recommendation, and Decision, and - complaints concluded after May 23, 2023 under the new process stages:
Initial Referral, Conciliation, Investigation, and Case Review.
NOTE: A single complaint may raise more than one issue. As part of our transformation process, we reviewed and simplified our “nature of incident” classification system. Reporting on issues this year is based on the new classification system. Refer to Appendix D, which provides the new issue structure and maps the old names to the new names.
To ensure the accuracy of the statistics we report, we audit the data throughout the year. Percentages are commonly rounded when presented in tables. As a result, the sum of the individual numbers does not always add up to 100%.
Complaint statistics
Note: Complaints that were closed before May 23, 2023 are reported to the appropriate stage in the new process stages.
* As of May 23, 2023, as part of our complaint-handling process update, the CCTS introduced a new Conciliation stage. For this reason, there is no comparative year-over-year data.
Between August 1st, 2022, and May 22nd, 2023, the CCTS issued three Recommendations accepted by both the customer and service provider, and one Decision. As of May 23, 2023, the CCTS changed its process, and it no longer issues Recommendations and Decisions. To find out more about our new process, visit Who we are and what we do.
* The number of issues is higher than the number of complaints accepted because a single complaint may raise more than one issue.
† Other services include long-distance and operator-services issues. There were no complaints about directory assistance or white-pages directories in 2022-23.
** The Other complaint category includes in-scope accessibility-related issues.
Wireless services generated the largest number of complaint issues, including the most in each category of issues: billing, contract dispute, service delivery, and credit management. For the second year in a row, there were more wireless service delivery issues than internet service delivery issues.
Billing issues were raised most often in wireless and TV complaints. Service delivery concerns were raised most often by internet and local phone customers.
Overall, the number of billing issues remained steady. Service delivery issues increased across all service types (wireless, internet, TV, and local phone) from last year. Overall, there was a decrease in issues raised about contract disputes and credit management for all service types.