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5mo ago

Telus Surpasses Rogers in Telecom Complaints as Sector Grievances Rise 12%

The CCTS mid-year report reveals Telus leads complaints for the first time since 2007, driven by billing, contract, and price issues.

A new report says Telus Corp. is the most complained-about telecommunications service provider in Canada so far this year, as overall grievances by customers continue to rise. People pass by the Telus offices in Ottawa on Friday, Aug. 4, 2023. THE CANADIAN PRESS/Justin Tang
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The watchdog said it's the first time since it was established in 2007 that Telus topped its complaints list. Rogers Communications Inc. has held that undesirable title for two straight full-year reports after overtaking Bell Canada.
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Overview

  • The CCTS mid-year report recorded 11,909 complaints between August 2024 and January 2025, a 12% increase from the previous year.
  • Telus accounted for 19.7% of complaints, marking a 63% year-over-year rise, primarily due to billing errors, contract breaches, and price increases.
  • Rogers saw a 21% drop in complaints, while Bell's grievances rose 13.7%; Shaw entered the top five with a 194% increase in complaints.
  • Wireless issues dominated the complaints, representing half of all submissions, with TV service complaints rising nearly 50% year-over-year.
  • CCTS advises consumers to review contracts and billing statements closely, while urging telecom providers to improve clarity on pricing and promotions.