Telecom complaints rise 17 per cent as billing and contract issues increase

The Commission for Complaints for Telecom‑television Services accepted a record 23,647 complaints in 2024–25, a 17% increase, with billing issues and contract disputes among the main problems reported.

Customer complaints about phone, internet and television services increased in the 2024–25 reporting year, the Commission for Complaints for Telecom‑television Services (CCTS) reported. The watchdog accepted a record 23,647 complaints between Aug. 1, 2024 and July 31, 2025, a 17 per cent rise from the prior year. Billing issues were the most common concern, and contract disputes and service delivery problems were also prominent. The CCTS reported it resolved 86 per cent of complaints that entered its resolution process. Key points: - The CCTS accepted 23,647 complaints in the Aug. 1, 2024–July 31, 2025 period, up 17% from the previous year. - Billing issues accounted for 46% of complaints, especially incorrect charges and missing account credits. - Contract breach complaints rose sharply (reported as a 121% increase), and service delivery issues represented about one-quarter of grievances. - Rogers made up roughly 27% of accepted complaints, Telus about 21% and Bell about 17%, and the commission said 86% of complaints entering its process were resolved. Summary: The report documents a notable increase in accepted telecom complaints, concentrated on billing, contract terms and service interruptions. Large national providers accounted for the largest shares of accepted complaints and said they are addressing customer concerns. Undetermined at this time.