Customer complaints regarding phone, internet, and television services increased by 17% during the 2024-2025 reporting period, as per a recent report. The annual study conducted by the organization overseeing complaints about Canadian telecom providers revealed a record 23,647 complaints accepted between August 1, 2024, and July 31, 2025. The Commission for Complaints for Telecom-television Services (CCTS) reported that it successfully addressed 86% of the complaints received.
The most prevalent issue raised by customers was billing problems, constituting 46% of all concerns. Among these, the majority were related to incorrect charges and missing account credits. The report highlighted a 16% rise in billing-related complaints compared to the previous year, the highest in five years.
Complaints related to breaches of contract surged by 121% year-over-year, with contract disputes making up a quarter of all reported issues. The grievances mostly stemmed from promised features missing from contracts, unexpected fees, or changes in agreed-upon terms during the contract period.
Service delivery issues were another significant concern for customers, accounting for a quarter of all complaints, despite a 2% decrease from the previous year. Over 10,000 service delivery problems were reported, including intermittent service, complete loss of service, and delays in installation or cancellation, with a significant portion related to wireless and internet services.
According to the report, Canada’s three largest telecom companies continued to receive the most complaints from customers. Rogers led with approximately 27% of all complaints accepted by the commission, followed by Telus and Bell. Rogers, which has been the most complained-about service provider for three consecutive CCTS full-year reports, saw a 16.6% increase in accepted complaints compared to the previous year.
Telus surpassed Bell to claim the second highest number of complaints, experiencing a 77.9% rise from the previous year. Complaints against Telus included incorrect billing charges, disclosure issues, and grievances regarding credits or refunds not being received. The company also faced a significant increase in complaints related to price plan hikes and contract breaches.
Bell received 3,966 complaints, representing nearly 17% of the total accepted complaints, with notable increases in breach of contract issues and complaints about missing credits or refunds. Despite some shifts in ranking, the three major telecom providers retained their positions at the top of the complaint list, combining data from their subsidiary brands.
The Canadian Telecommunications Association emphasized that the number of complaints registered with the CCTS represents less than 0.1% of telecom service subscribers nationwide. The association acknowledged the importance of addressing customer concerns promptly and investing in service quality and customer care.