For the first time in 15 years, Rogers Communications became the service provider receiving the most complaints, closely followed by Bell and Telus.
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This emerges from the annual report of the Commission for Complaints for Telecom-Television Services (CCTS) on Tuesday.
The document, which covers the period between August 1, 2022 and July 31, 2023, shows Roger tops the rankings with 19.8% of the 14,617 total complaints accepted by the CCTS. The 2,893 complaints against Roger accepted during this period represent a 43.6% increase in complaints for the supplier in one year.
Bell and Telus follow closely on this dismal podium with 2,355 and 1,798 accepted complaints respectively (+7.1% and +43.2% annual fluctuation).
The number of complaints fell for 10 of the 25 main suppliers analyzed. This is particularly true for Videotron, which recorded a decrease of 19.7% (490 complaints) and reached a share of 3.4% of all complaints in the industry.
For their part, Freedom Mobile and Fizz, also owned by Quebecor, recorded an increase in the number of complaints received by 11.2% and 19.5%, respectively.
“While the industry is growing by 14%, Videotron is reducing its complaints by almost 20% thanks to its culture and employees who put the customer experience at the heart of their concerns,” emphasized Pierre Karl Péladeau, President and CEO of Quebecor
The main issues raised by consumers across all providers are issues related to service quality, outages, roaming costs and even billing errors.
In total, the CCTS received 14,617 complaints between August 1, 2022 and July 31, 2023, an increase of 14% compared to the previous year.