Complaints about wireless services increase: Report

(Shutterstock)

(Shutterstock)

Jessica Hume, Parliamentary Bureau

, Last Updated: 4:43 PM ET

OTTAWA - Canadians love to hate their phone and Internet providers, and an annual report by the Commission for Complaints for Telecom Services shows the volume of complaints rising for the fourth year in a row.

The CCTS received almost 11,000 complaints last year, a 35% increase over the previous 12 months. A full 60% of complaints came from wireless users.

About half dealt with errors in monthly plans, cancellation fees and texting charges.

Some consumers said they had found out their providers had signed them up for contracts without their consent.

"There's a remarkable number of complaints about whether a contract even exists," commissioner Howard Maker told QMI Agency.

Maker said many of the complaints that made their way up to him could easily have been avoided had the provider been more attentive to the consumer.

"When we see so many complaints, that with just a wee bit of attention at the front lines could and should have been resolved, we get frustrated by that," he said. "And we bring that to the attention of the providers."

Perhaps surprisingly, the cost of the services themselves were not a top concern despite Canada being ranked as having among the most expensive broadband service on the planet.

There may be a silver lining in all this.

"Ninety percent of complaints are resolved to the consumer's satisfaction," Maker said. "And we wouldn't be able to handle 11,000 complaints a year without co-operation from providers."


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