CCTS: Bell Accounts for a Third of Wireless Complaints for 2013–14

by Istvan Fekete on October 29, 2014

Have you ever signed up for a service after receiving a promotional offer from a carrier only to find out a month later – or when the bills started to arrive – that it wasn’t a deal, after all? This is exactly the case for more than 12,000 Canadians who turned to the Commissioner for Complaints for Telecommunications Services (CCTS) in Canada.

Speaking with CBC, Commissioner Howard Maker called on telecom companies to make offers easier for consumers to understand. The media outlet brought up the case of a Canadian woman who received a promotional offer from Bell, which she jumped on only to find out that her bill was much higher than she expected.

When asked for a comment, Bell replied that the customer had made modifications to the account, adding a lot of extras that increased the bill. On the other side there is the customer, who thought it all was part of the deal.

So, in the end, it all comes down to communication: Bell failed to inform the customer that the extras she added to her account weren’t part of the deal. The commissioner believes both parties can avoid such uncomfortable situations by using offers that are much easier to understand.

“I think weak service providers can always do better. We see many complaints in which confusion, misinformation about the terms of the arrangement between the service provider and the customer result in the complaint. Clearly, there’s more work to be done on that front,” Maker said.

The CCTS will publish its annual report reflecting the current state of the wireless market in terms of customer satisfaction. According to data shared by Maker, Bell racked up the most complaints received by the CCTS – almost a third of the total of 12,000 submitted during the past 12 months.

Rogers got the second spot with almost 21% of complaints, followed by Fido with 7.98% and Virgin Mobile (7.19%), while Telus mostly kept is customers happy, as only 5.76% of the received complaints target Canada’s No. 2 carrier.

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Written by: Istvan Fekete. www.digitcom.ca. Follow TheTelecomBlog.com by: RSS, Twitter, Facebook, or YouTube.

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