Déjà vu: CCTS says wireless billing errors top the list of consumer complaints

2008: CCTS says wireless billing errors top the list of consumer complaints
2009: CCTS says wireless billing errors top the list of consumer complaints
2010: CCTS says wireless billing errors top the list of consumer complaints
2011: CCTS says wireless billing errors top the list of consumer complaints
2012: CCTS says wireless billing errors top the list of consumer complaints

The Commissioner for Complaints for Telecommunications (CCTS) has once again released their annual report, this time called “When You Need Help,” and found that in 2013 the trend unfortunately continued with wireless billing errors topping the charts for the number of consumer related telecom complaints.

In total, Canadians connected the CCTS over 191,000 times, both by telephone and in writing. Out of those communications a total number of realistic complaints hit 13,692, up from about 10,838 last year, and 8,007 in 2011. The CCTS states that 90% of the complaints received were successfully resolved, and 70% of them were completed within 40 days – which is an exceptional turnaround time and brings definite value to what the agency is doing.

From a wireless perspective — which includes carrier voice, data, and text services — the CCTS states that billing errors took top spot with 6,313 complaints, followed by contract disputes with 3,207. Leading the way is confusion around the 30-day cancellation policy, early termination fees (ETF), monthly price plans, repair/loss of service, and the high cost of roaming charges.

CCTS noted in its report that “We strongly recommend, AGAIN, that service providers take steps to ensure that all of their employees are fully aware of their policies and billing practices and that this information is properly provided to customers at the relevant time.”

From a carrier perspective, here’s a quick breakdown:
1. Bell with 3,912 complaints (28.56%)
2. Rogers with 3,803 complaints (27.78%)
3. Fido with 998 complaints (7.29%)
4. TELUS with 883 complaints (6.45%)
5. Virgin Mobile with 776 complaints (5.67%)
6. Wind Mobile with 635 complaints (4.64%)

Commissioner Howard Maker said “The high rate of resolutions tells me that both consumers and service providers view our process as fair and rigorous, and our approach as unbiased… Our focus continues to be on resolving complaints at the initial stages. Both consumers and providers have shown themselves willing to work together to achieve fair and reasonable solutions.”

Source: CCTS