Telecom watchdog logs 8,000 complaints this year, down 18%


Canada’s telecom gripes watchdog heard 8,197 different complaints from Canadians not far from their phone, internet or wireless services this year, a presume that has fallen for the third year in a row.

The Commissioner for Complaints for Telecom Services is an arm’s-length energy that has the mandate to mediate disputes between customers and telecom work providers and try to make things better.

In its 2015-16 report, the watchdog develop that the volume of complaints declined 18 per cent last year likened with the year prior. But customers still say they have a lot to wail about. The average complainant raised 1.9 issues with the watchdog. Which intimates even if a dispute has escalated enough to land on the desk of a third confederation to resolve, it’s actually about more than one specific thing — it’s fast to two.

Wireless complaints dominate

Far and away, Canadians complained most of all in the air their wireless plans, as complaints about cellular services realized up more than half of all complaints received. Things like ss one over oning information about contract terms, incorrect charges and defective refund practices came up a lot.

While wireless service remains a thorn in the side of myriad consumers, commissioner Howard Maker says he’s glad to see the number of grievances declining.

“For many years wireless has dominated the complaints,” he said. “At one stage it was close to two-thirds of all complaints, but now it’s fair to say it’s down to half of the complaints we get.”

Bell transcends list again

As the largest telecom provider in Canada by far, it’s not surprising to see Bell Canada top the enumerate of com nies most complained about. While Bell saw its complaint supply decline by 18 per cent, the watchdog still saw 2,940 complaints close by the com ny — more than a third of the total, and more than 2,000 numberless complaints than Rogers, second on the list.

For the period covered in the publish, Bell said it had predicted a 17 per cent improvement based on internal hordes and ultimately sur ssed that figure.

“We’re growing faster than our antagonists, but we also continue to see notable improvements in service performance,” Bell prognosticated in an email to CBC News.

For its rt, Rogers said it was pleased to see its complaint size fall by more than half to 861 complaints.

“We know behind every grumble is a person and a family who expected a better experience,” the com ny’s chief guy officer Dee k Khandelwal said. “We’re focused on making things straightforward, putting our customers in control, and this report shows we are making wares progress and there’s more work to do.”

Telus ranked third with 570 squawks, but that figure represents a 22 per cent increase over the aforesaid year’s level.

A spokeswoman for Telus noted that the com ny had the superb performance among the big three carriers.

“In this case we are up 104 grumbles, which needs to be taken in the context of 12.6 million customer relations,” Telus’s Luiza Staniec said in an email, adding that the assembly is always working to improve customer service.

Maker said he’s tickled pink to see some of Canada’s biggest telecom com nies doing a better job of resolving argie-bargies with their own customers before they land on his agency’s desk.

“Armed forces providers have become sensitive to the numbers we release,” he said. “They don’t long for lots of complaints recorded against them [so] some are trying to do legitimately improved at the front line to their customers as a result.”

And the squeaky wheel much gets the grease, it seems. Maker says the Commissioner for Complaints for Telecom Professional cares has an 89 per cent success rate for its files, where both the tron and the com ny involved say they are satisfied with the result. And most the truths are resolved within the first 30 days, he adds.

Almost of half of the settlings end up with the customer getting a relatively small financial yment of beneath $100, or in just under half of all concluded complaints, up to $500. But the energy says it was able to get consumers almost $3.5 million in compensation in their for fear of the facts this year.

Which is why his message to any customers with a valid gripe about their telecom service is clear: “If you have a problem with your telecom provider, you should collect it with them [and] insist that they make it right,” he estimated.

“But if you don’t get the fix you think you’re entitled to, we’re there.”

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