In a startling shift in Canada’s telecommunications landscape, Telus has emerged as the most complained-about telecom provider, according to the latest report from the Commission for Complaints for Telecom-television Services (CCTS). The commission's mid-year report, released on April 30, 2025, indicates that complaints against Telus surged by nearly 63% year-over-year, marking a significant change in the industry dynamics.
The CCTS reported a total of 2,342 complaints against Telus, which accounted for 19.7% of all complaints filed in the period from August 1, 2024, to January 31, 2025. This is the first time Telus has topped the complaints list, a title previously held by Rogers Communications Inc. for two consecutive years. Rogers followed closely behind with 2,224 complaints, but this figure represents a 21.1% decrease from the previous year.
Bell Canada was third in the rankings with 1,988 complaints, reflecting a 13.7% increase, while Shaw Communications, now owned by Rogers, saw a dramatic 194% rise in complaints, totaling 1,145. Rounding out the top five were Fido, with 814 complaints, and Shaw’s issues primarily stemmed from customer grievances regarding increased rental fees for TV set-top boxes.
The CCTS noted that billing issues remained the primary concern for Canadian telecom customers, with incorrect charges and unexpected price increases being the most common complaints. Specifically, billing problems accounted for 12.8% of all issues raised. Wireless service complaints represented roughly half of all grievances, followed by internet issues at 26% and TV-related complaints at 15%.
Howard Maker, the CCTS commissioner and chief executive, emphasized the importance of vigilance among consumers. "Canadians should check their contracts when signing up for services to clearly understand which parts of the price are guaranteed for a set period and which may change without notice," he advised. He also urged customers to regularly review their billing statements to ensure they align with their expectations and agreements.
In the wake of these findings, Telus has acknowledged the increase in complaints and expressed its commitment to improving customer service. Terry Wells, Telus’s Senior Vice-president of Customer Service Excellence, issued a statement highlighting the company's focus on addressing customer concerns. "We acknowledge our complaint volumes increased during this most recent period, and take full responsibility for these results, viewing every interaction as an opportunity to learn and grow," he stated.
Wells further noted that despite the challenges, Telus has maintained a strong commitment to delivering value to its customers, citing significant investments in network infrastructure and efforts to reduce prices in the wireless and home internet sectors. "Over the past five years, we’ve delivered substantial price reductions in wireless and home internet services – some exceeding 70% – while investing over $15 billion in network infrastructure," he added.
Interestingly, the CCTS report also highlighted that complaints about Shaw were primarily linked to issues surrounding rental equipment and contract terms. The report indicated that 657 complaints related to increased TV set-top-box rental fees were received from Shaw and Rogers customers, underscoring the importance of transparent communication regarding service terms.
As the telecom landscape continues to evolve, the CCTS has reported a total increase in complaints across the industry, with a 12% rise compared to the previous year. This surge in complaints appears to be a growing concern for consumers, prompting the CCTS to reiterate the importance of clarity in service agreements and billing practices.
In addition to the top five providers, other telecom companies also faced scrutiny. Freedom Mobile received 545 complaints, while Koodo had 576. Virgin Plus, Videotron, and Public Mobile rounded out the list with 439, 228, and 175 complaints, respectively.
As the CCTS continues to address consumer disputes, it has resolved approximately 85% of complaints in the first half of the year. The commission serves as an independent body that helps Canadians navigate issues with their telecom and TV providers, especially when direct resolutions are not possible.
Looking ahead, Maker emphasized the need for telecom and TV service providers to enhance their communication with customers. "Telecom and TV service providers should clearly explain promotions and make offers easy to understand for customers to avoid confusion and problems at a later date," he advised.
As the telecommunications industry faces increasing scrutiny, both consumers and providers are urged to engage in open dialogues to foster better understanding and service delivery. With the CCTS stepping in to mediate disputes, it remains to be seen how these developments will shape the future of telecom services in Canada.
