Other Statistical Highlights
Annual Report
August 1, 2022 – July 31, 2023
Contact Centre activities
Our Contact Centre received approximately 98,000 communications by telephone, in writing, and by online chat, up from 94,000 last year, a 4% increase.
| Type of communication | 2022-23 | YoY change |
|---|---|---|
| Written correspondence | 33,043 | -9% |
| Phone calls answered | 61,483 | 13% |
| Chat sessions answered | 3,415 | 10% |
Phone calls continue to be the most-used type of communication, followed by written correspondence, which includes use of our online complaint form, and chat sessions.
Out-of-mandate issues
The following tables show the count of customer-raised issues between August 1, 2022 and July 31, 2023 that fell outside the scope of the CCTS’ mandate, and therefore could not be accepted for resolution. The Canadian Radio-television and Telecommunications Commission (CRTC) sets the CCTS’ mandate and periodically reviews whether the mandate continues to be appropriate.
The scope of complaints that the CCTS is authorized to receive and examples of services and subjects that fall outside the CCTS’ scope are set out in our Procedural Code. When we receive complaints outside our mandate, such as issues of pricing, infrastructure, and privacy, we notify the customer and provider and refer the customer to a more appropriate organization or complaint-handling body.
Procedural Code Section 3
| Issue | Number |
|---|---|
| Out-of-scope Telecom Issues | |
| Internet applications and content, s. 3.1(a)(i) | 332 |
| Infrastructure s. 3.1(c)(vi) rights of way, s. 3.1(c)(vii) plant, poles, towers, s. 3.1(c)(iv) networking services |
1,287 |
| Customer equipment and wiring s. 3.1(c)(i) customer-owned equipment, s. 3.1(c)(ii) inside wiring |
179 |
| Regulated services s. 3.1(a)(ii) emergency services, s. 3.1(a)(iii) payphones, s. 3.1.(a)(vi) 900/976 calls |
97 |
| Telemarketing and unsolicited spam, s. 3.1.(a)(v) | 577 |
| Phone or internet scams | 464 |
| Other s. 3.1(a)(iv) Yellow Pages or business directories |
13 |
| Out-of-scope Broadcasting Issues | |
| Content s. 3.1(b)(i) digital media broadcasting undertaking services, s. 3.1(b)(ii) interactive TVSP services and applications, s. 3.1(b)(iii) broadcasting content, s. 3.1(b)(iv) journalistic ethics, s. 3.1(b)(vi) simultaneous substitution |
550 |
| TVSP not required to participate in CCTS | 33 |
| Other | 18 |
| Other Out-of-mandate Issues | |
| False/misleading advertising, s. 3.1(c)(viii) | 323 |
| Aggressive tactics | 117 |
| Privacy issues, s. 3.1(c)(ix) | 712 |
| Pricing, s. 3.1(c)(v) | 695 |
| Security services, s. 3.1(c)(iii) | 311 |
| Total for all out-of-mandate issues | 5,708 |
The total number of issues reported in this section decreased from 7,280 last year to 5,708 this year.
Procedural Code Section 4
Complaints about the quality of customer service by providers and providers’ general operating practices and policies do not fall within the CCTS’ mandate. However, we track the inquiries we get about these issues.
| Issue | Number | |
|---|---|---|
| Section 4.1 Customer service | ||
| Rude representative | 1,236 | |
| Wait times | 1,682 | |
| Other – Customer services | 977 | |
| Total | 3,895 | |
| Section 4.3 General operating practices and policies | 3,369 | |
| Total | 7,264 | |
In 2022-23, these issues decreased by 21%. This is the second year of decreases in complaints about the quality of customer service and providers’ general operating practices and policies.
Procedural Code Section 10
The CCTS is required to decline complaints in certain situations, in accordance with our Procedural Code. We track and report on these complaints.
| Issue | Number |
|---|---|
| Section 10.1 Service provider not offered opportunity to resolve | 982 |
| Section 10.2(b) Matter previously or currently with another agency | 941 |
| Section 10.3(a) Facts transpired more than one year ago | 1,128 |
| Section 10.3(b) Facts arose prior to Effective Date | 20 |
| Total | 3,071 |
Complaints involving events that occurred over one year before the customer filed a complaint decreased by 12% from last year.
Accessibility issues
Most complaints about a service provider’s failure to accommodate a customer’s accessibility request are out of mandate for the CCTS and typically accessibility complaints related to telecom and TV services are in the CRTC’s mandate. However, there are some accessibility issues that the CCTS will consider to be in-scope, specifically, when a CRTC Code that the CCTS administers contains a requirement to provide an accommodation. The Wireless, Television Service Provider, and Internet Codes require extended trial periods for individuals with disabilities and also require customer contracts and related documents to be provided in an accessible format on request.
At the request of the CRTC and members of the accessibility community, we track when customers raise out-of-scope accessibility issues about their service providers. We also refer these issues to the proper organization, the CRTC.
| Issue | Number |
|---|---|
| Customer Service – indifferent to customer’s disability | 102 |
| Accessibility-related accommodation issue, e.g. VRS, MRS, closed captioning or described video not available, accessible handset not offered, store accessibility issues, refused to provide Accessibility Plan | 65 |
| Policies and procedures, e.g. do not include accessibility information or accessibility policy or practice not honoured | 53 |
| Total | 220 |
Small business
In 2022-23, we concluded 853 complaints from small business customers, an increase of about 2% over last year. This represents 6.2% of all concluded complaints. The 853 concluded complaints contained 1,862 issues. This represents a 14% decrease in issues from last year.
When we report our operational statistics, we include the data for all the complaints we dealt with during the year. However, not all complaints are alike. In particular, we know that complaints from small business customers can be quite different from those of individual consumers. The following tables illustrate the differences.
| Subject | Small business | Consumer |
|---|---|---|
| Contract dispute | 37.5% | 26.0% |
| Service delivery | 29.6% | 29.9% |
| Billing | 29.2% | 40.2% |
| Credit management | 3.6% | 3.9% |
| Total | 100% | 100% |
| Service | Small business | Consumer |
|---|---|---|
| Wireless | 38.3% | 62.9% |
| Internet access | 37.6% | 27.9% |
| Local exchange and VoIP services (including calling features) | 23.6% | 8.8% |
| Long distance (including prepaid calling cards) | 0.5% | 0.5% |
| Total | 100% | 100% |
Contract disputes remain the most-raised issue by small business customers, though the proportion of these issues decreased to 37.5% from 41.2% last year. In contrast, billing issues are the most-raised type of issue by individual customers (about 40% in proportion). Service delivery issues reported by small businesses increased in proportion this year to 29.6%, a 3.7% increase from last year.
| Issue | Small business | Consumer |
|---|---|---|
| Disclosure issues | 15.0% | 14.6% |
| Monthly price plan – Incorrect charge | 11.1% | 13.5% |
| Termination fee | 10.7% | 2.3% |
| Quality of service | 9.9% | 10.6% |
| Credit or refund not received | 4.9% | 6.3% |
| Complete loss of service | 4.8% | 5.0% |
| Due dates not kept or delayed for installation or cancellation | 4.6% | 5.5% |
| Changes to the contract | 4.5% | 4.7% |
| Renewal of contract | 3.6% | 0.1% |
| Breach of contract | 3.5% | 4.2% |
Analysis of closed complaints
Our operational statistics show that we closed 1,502 complaints in 2022-23. The following table provides a breakdown of the reasons why those complaints were closed and references the relevant section of the Procedural Code.
| Complaint | Issues | % |
|---|---|---|
| Closed as duplicate | 49 | 3.3% |
| Customer withdrew complaint | 160 | 10.7% |
| Out-of-mandate after further information obtained | 14 | 0.9% |
| Section 9.1(b) Customer is not authorized to file complaint | 52 | 3.5% |
| Section 9.1(c) Complaint more appropriately handled by another agency | 22 | 1.5% |
| Section 9.1(d) Further investigation not warranted | 176 | 11.7% |
| Section 9.1(e) Customer not cooperative | 791 | 52.7% |
| Section 9.1(f) Service provider offer is reasonable* | 109 | 7.3% |
| Section 10.1 Service provider not offered opportunity to resolve | 26 | 1.7% |
| Section 10.2(b) Matter previously or currently with another agency | 5 | 0.3% |
| Section 10.3(a) Complaint filed outside time limits | 97 | 6.5% |
| Section 10.3(b) Facts arose prior to effective date | 1 | 0.1% |
| Total | 1,502 | 100% |
* With the process changes on May 23, 2023, the CCTS no longer closes complaints if it determines that a service provider met its obligations or that its proposal was reasonable. Now, the CCTS issues written Investigation Findings when a complaint cannot be resolved informally, which increases the transparency of the CCTS’ complaint-handling and decision-making rationale.
We make multiple attempts to elicit customer cooperation before closing a complaint. However, we close complaints under section 9.1(e) of our Procedural Code when a customer does not cooperate with our efforts to process and investigate the customer’s complaints. For example, if a customer does not provide requested information about their complaint, does not respond to our inquiries, or refuses to discuss the complaint with their provider during the 20-day Initial Referral stage, we may choose to close the complaint.
Compensation analysis
In cases that are resolved, as well as where the CCTS issues an Investigation Finding, customers may receive some form of compensation from their service provider. This compensation can take many forms, including:
- bill credits
- bill adjustments
- free or discounted products and services
- cash payments
We attempt to record the value of all compensation awarded to customers as a result of the CCTS’ process. This is challenging because, in a significant number of cases, we are not provided with the details of the resolution reached between the customer and the service provider. This happens mainly when cases are resolved at the Initial Referral (formerly known as Pre-Investigation) stage.
The total compensation awarded in 2022-23 that we can determine was $4,855,107.45.
| Compensation range | Number of complaints | Percentage |
|---|---|---|
| < $100 | 3,177 | 38.0% |
| $100 – $499 | 3,748 | 44.9% |
| $500 – $999 | 863 | 10.3% |
| $1,000 – $4,999 | 489 | 5.9% |
| $5,000 or more | 74 | 0.9% |
| Total | 8,351 | 100% |
Performance standards
Each year, we set a goal to provide great customer service, and we track our performance across various benchmarks. The following tables show how our performance this year compares to those benchmark targets.
Because the CCTS changed its process on May 23, 2023, this year we are reporting our performance up until May 22, 2023. We will resume performance standard reporting in the next fiscal year.
Contact Centre – Pre-investigation
| Process | Target | 2022-23 |
|---|---|---|
| Answer phone calls within 120 seconds (Full fiscal year data) | 80% | 83.4% |
| Process written communications within 3 calendar days (Aug 1, 2022 to May 22, 2023) | 80% | 78.5% |
Complaint handling
| Process | Target | 2022-23 |
|---|---|---|
| Complaints concluded at Pre-Investigation stage within 40 days of acceptance (Aug 1, 2022 to May 22, 2023) | 80% | 90.6% |
| Complaints concluded at Investigation stage within 60 days of referral to Investigation (Aug 1, 2022 to May 22, 2023) | 80% | 86.7% |
Regional analysis
We receive complaints from customers across Canada. Below, we identify the number of accepted complaints by province and territory.
| Province | Complaints | Population* | |||
|---|---|---|---|---|---|
| Alberta | 1,409 | 9.6% | 4,703,772 | 11.8% | |
| British Columbia | 2,068 | 14.1% | 5,437,722 | 13.6% | |
| Manitoba | 347 | 2.4% | 1,444,190 | 3.6% | |
| New Brunswick | 251 | 1.7% | 831,618 | 2.1% | |
| Newfoundland and Labrador | 139 | 1.0% | 533,710 | 1.3% | |
| Northwest Territories | 5 | 0.0% | 45,668 | 0.1% | |
| Nova Scotia | 335 | 2.3% | 1,047,232 | 2.6% | |
| Nunavut | 2 | 0.0% | 40,715 | 0.1% | |
| Ontario | 7,099 | 48.6% | 15,500,632 | 38.9% | |
| Prince Edward Island | 64 | 0.4% | 176,113 | 0.4% | |
| Quebec | 2,706 | 18.5% | 8,831,257 | 22.2% | |
| Saskatchewan | 120 | 0.8% | 1,221,439 | 3.1% | |
| Yukon | 14 | 0.1% | 44,412 | 0.1% | |
| Not specified | 58 | 0.4% | |||
| Total | 14,617 | 100% | 39,858,480 | 100% | |
* Canada, Statistics Canada, Table 17-10-0009-01 (formerly, CANSIM 051-0005)