Rogers remains most-complained-about service provider in CCTS annual report

For the third consecutive year, Rogers Communications Inc. is the most-complained-about service provider, according to the Commission for Complaints for Telecom-Television Services’ (CCTS) annual report. The report also found wireless service issues and billing disputes continue to be top of mind for customers. For the first time, the CCTS has combined Rogers and Shaw as one provider in its annual report. Collectively, the brands claim the number one spot for most-complained-about service provider, which marks three years in a row that Rogers has found itself in the top spot. In its 2024-25 year, the commission accepted 6,485 complaints for Rogers and Shaw combined, an increase of nearly 17 per cent since the previous year. The report noted that all year-over-year comparisons for Rogers/Shaw are based on combined data for both brands from the previous year. In 2023-24, the CCTS collected 4,855 complaints about Rogers, while Shaw clocked in at 705 complaints. Telus Corp., which ranked number one in complaints for the first time ever as of the CCTS’ mid-year report, may have dropped to second place, but its number of complaints still saw a steep hike, recording 4,904 for an increase of nearly 78 per cent year over year. BCE Inc.’s Bell claimed the number three spot, totalling 3,966 complaints – nearly 16 per cent higher than the previous year. CCTS commissioner and CEO Josée Bidal Thibault said in an interview with The Wire Report that while it is hard to pinpoint why certain companies get more or less complaints year-to-year, it is not surprising that the companies with the largest customer bases find themselves at the top of the list of providers the CCTS receives complaints about. The CCTS responded to a record number of complaints for the third consecutive year, accepting 23,647, a 17 per cent increase from the previous year. Bidal Thibault also could not say what causes complaints to increase or decrease over all in a given year, but the report did mention the commission’s public awareness activities, which work to make more Canadians aware of the CCTS’ services. Of all accepted complaints, 22,094 were concluded. Within those complaints, 43,397 issues were raised about wireless, internet, TV, local phone, and other services. A single complaint can raise more than one issue, making the number of issues higher than the number of complaints. Wireless issues were once again most frequently reported, topping all other services at 51 per cent. In an emailed statement to The Wire Report, a spokesperson of the Canadian Telecommunications Association, said telecom providers take customer concerns “seriously” and are continually working to improve the customer experience. The spokesperson said that “the CCTS report should be viewed in the broader context of the scale and reach of Canada’s communications networks,” arguing that relative to the number of Canadians who use telecom services daily, the number of accepted complaints represents less than 0.1 per cent of subscriber bases nationwide. “Our members remain focused on resolving issues quickly and effectively, and continuing to invest in improving reliability, service quality, and customer care for Canadians,” the statement read. Billing issues top of mind Across all services, billing issues also remained top of mind for customers this year, with Bidal Thibault saying they account for 46 per cent of all issues the commission receives. Bidal Thibault said it is “not extremely surprising” considering “people in Canada continue to deal with higher prices for goods and services.” Billing issues can include complaints such as credits or refunds not being received, equipment charges, and misapplied payments. Incorrect charges for monthly price plans not only topped all billing issues, but also accounted for the largest proportion of all reported issues at 14 per cent. “Billing issues often arise when information is not clear. So what we’re seeing is really a need on both sides for communication to be clear,” Bidal Thibault said, adding that providers need to ensure their employees make contract terms and costs clear to customers, and customers should be asking questions so they understand the terms as well. Breach of contract complaints saw the largest increase this year, spiking 121 per cent for 2,352 issues raised. Bidal Thibault says whenever there is a large jump in the number of issues raised in any category, it is something the industry needs to be paying attention to. When it comes to breach of contract issues, she says it often appears as things like promised features that are missing from a service. “These things rarely happen in isolation. They’re often part of a broader customer concern,” she said, adding that the contractual disputes often lead to billing issues as well. Bidal Thibault also pointed out the 44 per cent year-over-year increase in complaints about TV services, whereas wireless, local phone, and internet complaints all increased by a more modest 5 to 9 per cent. Services classified as “other” decreased 53 per cent. Bidal Thibault says most complaints get resolved between the customer and provider without need for further investigation from the CCTS. Nonetheless, she says the data collected by the commission has the ability to help providers understand where issues are popping up, and she hopes they take advantage of that resource. “It’s really a bit of a roadmap telling them where things are going wrong, where customer frustration is present, flagging the issues that they may want to consider improving in order to better meet customer needs,” she said. “I think that that’s the thing to really take away, because that is a direct value that CCTS can provide to both customers and service providers in order to help improve the overall communications ecosystem.” mcollins@thewirereport.ca

Rogers remains most-complained-about service provider in CCTS annual report

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By Maria Collins
|January 14, 2026

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