2023-24 complaints
Annual Report
August 1, 2023 – July 31, 2024
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
This report is about the complaints we accepted and concluded within our fiscal year, August 1, 2023 and July 31, 2024. The complaints we accept and conclude after July 31, 2024 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. We round percentages when we present them in tables. That’s why the sum of the individual numbers does not always add up to 100%.
Complaint statistics
Note: Due to the CCTS’ complaint-handling process changes implemented in May 2023, there is no comparative year-over-year data for some stages in this year’s Annual Report.
* 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, operator-service, directory assistance, and white pages directories issues.
** Other issue types include accessibility-related issues that fall within our mandate.
Like last year, wireless services generated the largest number of issues across all issue types.
Billing issues increased the most (up by 52%) across all issue types. Billing is the top issue for all service types, except for local phone. For local phone customers, service delivery concerns were most common.
More details about complaints and issues can be found in the Topics and Trends section of our Annual Report.