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6d ago

Telus Tops Telecom Complaints List as Grievances Rise 12%

The CCTS mid-year report reveals Telus's first-time lead in complaints, driven by billing and contract issues, despite recent improvements.

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 Commission for Complaints for Telecom-Television Services (CCTS) logged 11,909 complaints between August 2024 and January 2025, a 12% year-over-year increase.
  • Telus accounted for 19.7% of all complaints, marking a 63% rise and surpassing Rogers and Bell for the first time since 2007.
  • Wireless services led grievances, representing half of all complaints, followed by internet and TV services at 26% and 16%, respectively.
  • Incorrect charges, contract breaches, and price increases were the most common drivers of complaints across providers.
  • The CCTS advises consumers to closely monitor contracts and bills, while urging providers to clarify pricing and promotional terms.