The CCTS (Commissioner for complaints for telecommunications services) recently released their 2011-2012 Annual report. The group mandate is to assist customers with a wide range of complaints about products and services offered in the Telecommunications sector including fixed lines, long distance, wireless, internet and directory services. Canada is frequently listed as having the highest number provider disputes in the world.
The year in review has overall complaints up 35% from last year with 90.1% of complaints resolved. A total of 10,838 formal complaints were processed by the organization. Wireless services were the clear leader of provider disputes, with 60% of all complaints. The most popular dispute was billing errors, followed by a 30-day notice for cancellation, and early termination fees.
Some of the specific cases in regards to wireless were double billing, the misunderstood implications of making service changes, and continuing to pay for lost or stolen phones.
The commission was optimistic about the high number of disputes resolved; however the commission recognized room for improvement through their recommendations. “Given the large number of complaints about billing issues, and the fact that many of these complaints could have been avoided, we strongly urge service providers to review their billing practices and take steps to ensure that they produce comprehensible and accurate invoices”.