Telus Surpasses Rogers as Most Complained-About Telecom Provider in Canada

For the first time since the CCTS began tracking complaints in 2007, Telus has topped the list of Canada’s most complained-about telecom providers, unseating Rogers after a two-year run at the top. The Commission for Complaints for Telecom-Television Services (CCTS) released its 2024–2025 mid-year report on April 30, revealing a notable 12% year-over-year increase in consumer complaints.

A Surge in Complaints

Between August 1, 2024, and January 31, 2025, the CCTS received 11,909 complaints across wireless, internet, TV, and phone services. Telus accounted for 19.7% of those, or 2,342 complaints, marking a sharp 63% increase from the same period last year.

Rogers followed closely with 2,224 complaints (18.7%), while Bell Canada came in third at 1,988 complaints (16.7%). Complaints against Shaw—now a Rogers-owned brand—spiked 194%, landing it in fourth place for the first time. Fido, another Rogers subsidiary, rounded out the top five with 814 complaints.

What’s Driving the Discontent?

Billing issues remained the top complaint across all services, especially incorrect charges and unexplained price increases on monthly plans. The report highlighted these recurring problems:

• Incorrect charges for advertised plans
  
• Breach of contract terms
  
• Sudden increases in monthly prices
  

Wireless services made up 50% of all complaints, followed by internet (26%) and TV (16%). Notably, TV service complaints rose by 49% from the previous year—largely due to increased fees for set-top-box rentals, especially among Shaw customers.

Shaw’s Steep Climb

Although part of Rogers since 2023, Shaw is still reported separately in CCTS records. The provider saw 1,145 accepted complaints, many tied to rental equipment fees and contract changes. The CCTS emphasized that most of these cases were resolved successfully.

With Rogers, Shaw, and Fido combined, Rogers-related brands accounted for 3,369 complaints—making up nearly 28% of the national total.

What Is the CCTS?

The CCTS is an independent, free service that helps Canadians resolve disputes with telecom and television providers when issues can’t be solved directly. During this reporting period, the agency resolved 9,623 complaints, about 85% of those it received.

The CCTS also investigates breaches of the CRTC’s Wireless Code. Of the 1,456 potential violations, 34 were confirmed. The most frequent issue? Providers not following rules around “Unlimited Services”, especially data limits on so-called unlimited plans.

Telus Responds

In a statement, Telus acknowledged the increase in complaints and pledged to improve. The company cited recent steps it has taken:

• A 20% drop in complaints since January
  
• Adjustments to credit policies and contract transparency
  
• Continued investment in customer support and network infrastructure
  

Despite the setback, Telus reaffirmed its long-term focus on improving service and working with regulators to ensure a stable and fair telecom environment.

Watchdog’s Advice to Consumers

CCTS Commissioner Howard Maker urged Canadians to:

• Read contracts carefully, especially for what’s guaranteed versus what can change
  
• Regularly check billing statements
  
• Seek clarification on promotional offers to avoid disputes
  

He emphasized that many complaints stem from a gap between what consumers believe they signed up for and what’s actually delivered.

Have you had issues with your telecom provider lately? What do you think needs to change in Canada’s telecom industry? 

More…

• https://www.blogto.com/tech/2025/04/canadian-telecom-rogers-most-complaints
• https://www.iphoneincanada.ca/2025/04/30/telus-canada-most-complainted-telecom-ccts
• https://financialpost.com/telecom/telus-tops-watchdogs-telecom-complaints