The CCTS Reports Is Out…. Bell Still Leads The Way In Terms Of Complaints Despite Having 17% Less Complaints

The Commission for Complaints for Telecom-television Services (CCTS) mid year report is out. And as usual, it makes for interesting reading. Here’s the key points:

  • Complaints are up 6%
  • Bell accounts for 20.3% of all complaints
  • Rogers accounts 13.2% of all complaints
  • Fido accounts 10.3% of all complaints
  • TELUS accounts 7.1% of all complaints
  • Freedom Mobile accounts 6.5% of all complaints

Here’s where things get interesting. When you look at the percentage change over the last report, here’s where the above carriers rank:

  • Complaints about Bell are down 17.3%
  • Complaints about Rogers are up 23.9%
  • Complaints about Fido are up 45.3%
  • Complaints about TELUS are down 7.5%
  • Complaints about Freedom Mobile are up 1.9%

So Bell really improved in terms of dropping the number of complaints that they had, but they are still number one in terms of complaints. That highlights that while they are headed in the right direction, they still have a lot of work to do. And they didn’t waste any time in terms of spinning things to make themselves look good:

Rogers needs to be concerned seriously concerned as both Rogers and Fido saw significant increases in complaints. Clearly they have a lot of work to do as they are trending in the wrong direction. TELUS continues to have their complaints trend downloads which is good for them as they tend to never really be attention grabbing when these reports come out. At least not in a negative way. I really don’t have much to say about Freedom Mobile, except that now that Rogers wants to buy Shaw, their 1.9% increase in complaints may skyrocket.

The report makes for some good reading and I would put some time into reading it to see if you are with the right telco.

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