Complaints about roaming charges and credit reporting increase
OTTAWA, Nov. 6, 2013 /CNW/ - Canada's Commissioner for Complaints for
Telecommunications Services (CCTS) reports that over 90% of complaints
received by the office were successfully resolved, as detailed in the
2012-2013 Annual Report "When You Need Help." "The high rate of
resolutions tells me that both consumers and service providers view our
process as fair and rigorous, and our approach as unbiased," said
Commissioner Howard Maker.
CCTS handled 14,036 customer complaints in 2012-2013. "We continue to
see an increase in the number of complaints about telecommunications
services, with wireless services topping the list," observed Maker.
Wireless roaming issues increased by over 240% compared to 2011-2012.
Consumer concerns about credit reporting by telecommunications
providers increased by almost 165%. "Customers who've had their
accounts inappropriately referred to a collection agency face very real
consequences, potentially impacting them in many ways," said Maker.
Maker pointed out that 70% of complaints were completed by CCTS within
40 days. "Our focus continues to be on resolving complaints at the
initial stages," said Maker. "Both consumers and providers have shown
themselves willing to work together to achieve fair and reasonable
Although complaints increased, Maker noted that the industry is
listening. "For a number of years we have asked the wireless industry
to more proactively address customer problems with premium text
messages. We are very pleased to see a 98% decrease in the number of
times this issue was raised with CCTS by consumers." The Report again
urges the industry to take greater steps to instill consumer confidence
in the metering and billing of data, roaming and bandwidth charges.
"This is a growing area of complaints with possible costly consequences
for customers," he noted.
This year saw a continuation in the annual pattern of growth seen by
CCTS since it was established in 2007. Increases were recorded in the
number of complaints (up 26%), the number of communications going to
the CCTS Contact Centre (over 190,000), and the number of participating
service providers (now over 240).
The sixth CCTS Annual Report "When You Need Help" can be downloaded
About the Commissioner for Complaints for Telecommunications Services
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
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
SOURCE: Canada's Commissioner for Complaints for Telecommunications Services (CCTS)
For further information:
or to schedule an interview with the Commissioner, please contact:
Maxine Patenaude at Thornley Fallis Communications for CCTS
613-231-3355 ext. 245 or firstname.lastname@example.org