Poor communication about terms of service remains most common telecom gripe


Meagre communication from telecom providers about terms of service be lefts the most frequent complaint from Canadian wireless, landline, and internet blokes, according to a new report from the Commissioner of Complaints for Telecommunications Services.

CCTS, which conducts various codes of conduct created by the Canadian Radio-television and Telecommunications Commission, show in a total of 3,955 complaints about telecom service between August 1, 2016 and January 31, 2017. That’s down from 4,562 at the rear year.

Of this year’s complaints, almost 90 per cent were “resolved to the vindication of both the customer and the service provider.”

Non-disclosure of terms of service, or duping information about those terms were the most common beef, comprising 10.7 per cent of all grievances.

“Understanding what you are getting when you sign up to receive a service or output is fundamental in a consumer transaction,” said CCTS Commissioner Howard Maker in a communiqu. “That can only happen if service providers ensure they bring in customers with clear information that sets out their rights and trusts.”

The second most-common complaint was incorrect charges, said the CCTS, arrive ating up 9.4 per cent of complaints. Complaints about intermittent or inadequate secondment were the third most-common, comprising 8.5 per cent of complaints.

Wireless rules of conduct breaches down

In addition to fewer complaints overall, the CCTS build significantly fewer breaches of the CRTC’s Wireless Code of Conduct from August 1, 2016 to January 31, 2017, compared to the nevertheless period a year earlier. The code was breached 52 times during the uncountable recent period, it said, compared to 120 times a year earlier.

The Save and Disconnection code, which applies to home telephone services, was breached seven times during the ton recent period, down from twelve times in the previous comparable space.

Among participating service providers, the CCTS received the most beefs about the following five telecom providers:

  1. Bell: 1,258 squawks (31.8 per cent of all accepted complaints)
  2. Rogers: 535 complaints (13.5 per cent)
  3. Virgin: 285 kicks (7.2 per cent)
  4. Telus: 278 complaints (7 per cent)
  5. Fido: 204 squawks (5.2 per cent)

In September of this year, the CCTS will about enforcing a new code of conduct: the TV Service Provider Code.

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