2024-25 Complaints
Annual Report
August 1, 2024 – July 31, 2025
This section highlights the overall volume and nature of complaints received during the 2024–25 fiscal year. It sets the stage for the more detailed analysis that follows in the report. For definitions of the terms used in this section, see the Glossary of Terms.
About our data
The statistics in this report reflect the complaints we received, accepted and concluded this fiscal year, from August 1, 2024 to July 31, 2025. The complaints accepted or concluded after July 31, 2025 will be reported in subsequent Annual Reports.
NOTE: A single complaint may raise more than one issue, so the number of issues is higher than the number of complaints. To ensure accuracy, we audit the data throughout the year. Percentages are rounded for clarity, which means totals in some tables may not add up to 100%.
Complaint statistics
* 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.
Analysis
The overall number of issues increased by 12% compared to last year. Our analysis of complaints found that:
- wireless services once again generated the largest number of issues across all service types, accounting for 51% of all issues
- TV service issues increased by 44% overall, with TV contract dispute issues contributing the most to this increase (up 77% compared to last year)
- billing issues remained the most common issue across all service types
- contract disputes surpassed service delivery issues to become the second most common issue type, increasing by 17% compared to last year
Consult the Topics and trends section of our Annual Report for more details about complaints and issues.