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Wireless Ranks as #1 Complaint in Telecom Services

Posted by Caroline Le Brun | October 29, 2012 11:20 AM

Wireless Billing Complaints

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”.

Solutions like Cimpl can help save you the bill shock! Check out our telecom expense management platform for more information. 


 Bank Case study on Expense Management



Topics: Wireless, Statistics, CCTS, Complaints

Written by Caroline Le Brun

As a 16-year marketing veteran, Caroline’s experience extends across multiple industries. Since she joined Cimpl, her successful marketing campaigns have increased the company’s online and community presence, in addition to Cimpl’s footprint and appearances in new or traditional media (such as the Globe and Mail). Caroline is a specialist in communication and social media. She works closely with analysts to keep track of and adapt to the trends and changes in the industry of IT: Technology Expense management, IT cost optimization, Technology trends. Her leadership conducts Cimpl’s marketing team toward ever greater achievements. Caroline is also an exemplary citizen. Outside of work, she is involved in TEMIA, the Dorval Day Camp, and other community organizations. She has a Bachelor’s degree in Commerce from Concordia University and a Master Certificate in Integrated online Strategies from the University of San Francisco Intensive Development program.

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