Archive for CCTS

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

Posted in Commentary with tags on March 29, 2021 by itnerd

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.

CCTS 2019-2020 Annual Report Sees Increase In Wireless Code Breaches

Posted in Commentary with tags on December 1, 2020 by itnerd

It’s that time of year again. The Commission for Complaints for Telecom-television Services has released their 2019-2020 annual report. Here’s the highlights:

  • Consumers filed 15,868 complaints which is a 19% decrease in consumer complaints
  • CCTS continues to successfully resolve nearly 9 out of 10 complaints
  • Complaint frequency by service (highest to lowest): wireless, internet, television, local phone
  • Most common complaints: Billing followed by disclosure issues
  • Wireless Code breaches increased 16% this year

As for the big three telcos:

  • Bell had 37% of disclosure issues, but only saw a 4% YoY increase.
  • Rogers had 13% of disclosure issues, seeing a 39% jump in complaints
  • Telus took 7% of disclosure issues but its YoY change was at 0%

And as for other telcos:

  • Koodo saw a 0% YoY change.
  • Videotron with 7% of disclosure issues and a 54% increase YoY. 
  • Fido saw a 45% jump in YoY disclosure issues, taking 6% of total disclosure issues.

I linked to the report above and it makes for an interesting read.

CCTS Reports 12% Drop In Telco Complaints…. But The Devil Is In The Detail

Posted in Commentary with tags on May 12, 2020 by itnerd

The Commission for Complaints for Telecom-television Services (CCTS) has served up its Mid-Year Report and it shows a 12% drop in complaints. That sounds good on the surface. But let’s dig into this some more. The companies that are responsible for this are:

  • Cogeco -75%
  • Bell -26.3%
  • TELUS -6.7%

And Bell couldn’t wait to trumpet this news to the world seeing as they have been known as having absolutely horrific customer service at times:

However, there were increases. Complaints from Fido and Rogers increased by 29% and 6% respectively. Which isn’t good for Rogers and Fido. And I am pretty sure that Rogers and Fido won’t be promoting these results.

And other highlights include:

  • “Disclosure issues” and “incorrect charges” were the most complained-about problems, making up 26% of all reported issues.
  • Breaches of the Wireless Code decreased from 61 to 46, breaches of the Television Service Provider Code increased by 4 to a total of 5, and breaches of the Deposit and Disconnection Code, increased from 0 to 3.

So while there are things that have improved, clearly there’s still work to be done as Rogers and Fido clearly need to pull up their socks here.

CCTS Mid Year Report Is Out…. Surprise! Bell Is The Most Complained About Telco In Canada

Posted in Commentary with tags , , , on April 10, 2018 by itnerd

In a sure sign that Canadian telcos are frustrating and infuriating their customers, The Commission for Complaints for Telecom-television Services (CCTS) published their mid year report and noted that complaints are way up. And by that I mean a 73% increase over this time last year. And what are people complaining about? Here’s the number one issue:

The most frequently-raised issue in complaints remains the non-disclosure or inaccurate information about the terms under which a service is being provided. This is by far the most problematic issue for wireless customers. For TV and phone customers, the largest area of concern is incorrect charges, and for internet customers the number one concern is quality of service.

Hmmm…. Bell have been accused of that recently. I wonder how they finished in this report. Let’s rank the telcos in order:

  1. Bell with 2275 complaints
  2. Rogers with 707 complaints
  3. Telus with 511 complaints

Additional details can be found here.

That’s not a shock that Bell is number one seeing as the sort of stupid stuff that they’ve been caught doing recently have surely annoyed Canadian consumers from coast to coast. It illustrates just how bad their customer service is. It’s also a major reason why I haven’t switched from Rogers to Bell for my telco services. Sure Bell has a way better Internet offering than Rogers. And unlike Rogers they support the Apple Watch Series 3 with LTE. But their customer service is so bad and they have a reputation of “baiting and switching” when it comes to their pricing, that I would rather just live with what I get, and don’t get from Rogers than to switch to Bell. By the way, Rogers shouldn’t be celebrating Bell’s misfortune as they got caught doing some of the same things that Bell has been accused of.

One other data point. Clearly the increase in complaints is affecting the CCTS too as they have a job posting for people to help them to field all the complaints that are coming in. That shows the level of discontent that Canadians have when it comes to telcos.

If I were an exec at any of the three major telcos that was responsible for customer service, I would looking at this report and say to myself that I need to up my game. Then go about improving things so that my customers don’t complain. But when it comes to Bell specifically, they need to take a bit of a different angle as this just further highlights how bad they are as a telco when it comes to how they treat customers. And I don’t know how they fix that so that they can regain the trust of Canadians. Bell has a good product offering, but without quality customer service, that doesn’t mean anything.