CCTS driving positive change - consumer telecom complaints down 17%

2013-2014 Annual Report released - First Year-over-Year decline in seven year history

OTTAWA, Nov. 4, 2014 /CNW/ - Commissioner Howard Maker is "cautiously optimistic" that the first year-over-year decline in consumer complaints is a result of CCTS' efforts to drive positive change in the Canadian telecommunications complaints environment, as well as overall improvements in customer service on the part of providers.  "Many of our participating service providers are making efforts to do better – in the way they provide their services to their customers and the way they work with customers when things go wrong." 

CCTS received 11,340 customer complaints in 2013-14, and successfully resolved 87% of complaints to the satisfaction of both the customer and the service provider. "CCTS has, once again, been highly effective in dealing with consumer complaints.  We were successful in concluding 77% of all complaints within 40 days and 89% within 60 days," said Maker.

Although there was a decline in the total number of complaints received, the number of complaints related to non-disclosure and misleading contract terms and conditions increased by 74% from last year. "Many customers felt that they had not received all the necessary information regarding the price and services included in their plan and which services would incur additional fees" said Maker.  "Properly informing customers of the necessary information relating to their services needs to become a top priority for the industry.  That being said, customers still need to be vigilant about reviewing the terms and conditions of their agreements."

The Annual Report also contains CCTS' first report on its administration of the CRTC's Wireless Code (TWC). "In light of the short period in which the code has been in effect, this year's report offers limited insight into its impact," said Maker.  "As can be expected with any new code, interesting and unexpected situations have raised issues of applicability and interpretation.  Despite these challenges, CCTS is committed to its administration and hopes that future reports of this type will help inform the enhancement of the Code."

The seventh CCTS Annual Report "Driving Positive Change" can be downloaded here.

About the Commissioner for Complaints for Telecommunications Services (CCTS) 
CCTS is an independent organization dedicated to working with consumer and small business customers and participating Canadian telecommunication service providers to resolve complaints relating to most deregulated retail telecommunications services.  Since July 2007, CCTS has provided consumers with an independent mechanism for the resolution of complaints about deregulated local and long distance telephone services, as well as wireless service and internet access. This includes billing errors, compliance with contract terms and commitments, service delivery, credit management and collections issues. www.ccts-cprst.ca.

SOURCE: Commissioner for Complaints for Telecommunications Services (CCTS)

To schedule an interview with the Commissioner or for more information, please contact: April Gibson at Thornley Fallis Communications for CCTS, 416-515-7517 ext. 323 or [email protected].