Telecommunications company Telus leads in customer complaints, according to a report, as overall complaints in the industry increase by 12%
Updated Report: Telus Corp Under Fire for Soaring Customer Complaints
Buckle up, folks! It looks like telco giant Telus Corp is swimming in a sea of customer complaints, making waves as the most griped-about telecommunications service provider in Canada so far this year.
The disturbing details surface in a new report by the Commission for Complaints for Telecom-Television Services (CCTS). In the span of August 1, 2024, to January 31, 2025, they dealt with a whopping 11,909 complaints from disgruntled customers — a nearly 12% increase compared to the same period the previous year.
The issues at hand? Customers are fuming over wireless service hiccups (which constituted approximately half of all complaints) and internet troubles (accounting for around a quarter of total gripes).
For the first time since its 2007 establishment, Telus takes the title of the most complained-about telco. Former champ Rogers Communications Inc. has held the undesirable title for two straight full-year reports, but evidently, it's Telus' turn to wear the crown of Canada's number one complainee.
Detailed figures show that Telus accounts for 19.7% of all complaints received by the CCTS, followed by Rogers at 18.7% and BCE Inc.'s Bell Canada at 16.7%. Take a wild guess what's in the complaint bag for these telcos?
Telus customers are miffed due to errors in billing, breaches of contract, and sky-high monthly plan increases — an increase of almost 63% since last year! Rogers customers, on the other hand, complainer 21.1% less compared to a year ago, while gripes about Bell increased by 13.7%.
Shaw Communications, now under the Rogers umbrella, had 9.6% of all complaints, with Rogers' Fido subsidiary making up 6.8% of complaints. Notably, a large chunk of complaints about Shaw was related to increased TV set-top-box rental fees.
Customers complained of feeling betrayed by their contractual agreement, as the increased set-top-box equipment fees were perceived as not within the terms of their arrangement. Most complaints were remedied to the satisfaction of both parties, as mentioned in the report.
TV services represented 16% of all issues raised during the reporting period, with a nearly 50% increase compared to the previous year. Billing issues remained a top concern, as incorrect monthly plan charges accounted for 12.8% of all issues mentioned in complaints.
CCTS commissioner and CEO Howard Maker suggests watching your contracts and bills closely to ensure potential errors don't slip through unnoticed. He advises checking contracts while signing up for services, ensuring to understand which parts of the cost are guaranteed for a set period and which may change without warning. Regularly checking billing statements to verify payments vis-a-vis agreed-upon services is also essential.
According to Maker, telco and TV service providers should clearly explain promotions to prevent customer confusion. In a press release, he said, "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. Checking billing statements regularly to know what you're paying is also very important. We see many cases where what a consumer expects to receive doesn't align with the agreement."
This report was first published on April 30, 2025, by The Canadian Press.
Companies mentioned in this story: (TSX:T, TSX:RCI.B, TSX:BCE)
Enrichment Data Analysis:
The recent surge in complaints against Telus Corp highlights several service issues, including billing discrepancies, contractual breaches, and inconsistent communications.With customers expressing dissatisfaction over unauthorized billing adjustments, sudden plan cost increases, and disputes surrounding promotions and discounts, Telus' reputation is under siege.Additionally, there are concerns about the accuracy and transparency of customer service communications, with customers expressing difficulty in resolving issues via standard support channels.Given these challenges, Telus' increased complaints could lead to a loss of customer trust, impact brand reputation, and spark further regulatory scrutiny.However, Telus has acknowledged its service shortcomings and is attempting to remedy the situation through direct outreach and improvements in its AI-driven customer experience strategy.Still, the effectiveness of these efforts remains uncertain, as customers continue to voice their concerns and frustration.
- In the report by the Commission for Complaints for Telecom-Telelevision Services (CCTS), Telus Corp received the highest number of complaints among Canadian telecommunications service providers in the period from August 1, 2024, to January 31, 2025.
- The complaints against Telus involve issues such as billing discrepancies, contractual breaches, and sudden increases in monthly plan costs, resulting in a 63% increase compared to the previous year.
- The problem of inaccurate and unclear communications with customers also contributes to Telus' grievances, making it difficult for customers to resolve issues.
- As a result of these challenges, Telus' increased complaints could lead to a loss of customer trust, negatively impact its brand reputation, and attract further regulatory scrutiny.
- In an attempt to address the situation, Telus has initiated direct outreach and is enhancing its AI-driven customer experience strategy to improve services.
- Despite these efforts, customers continue to voice their concerns and frustration, not guaranteeing that the effectiveness of these measures will be immediately evident.
- The report recommends That Canadian consumers closely monitor their contracts and billings to ensure potential errors are noticed and address any discrepancies openly with their service providers.
