Netting a United Canada: Reeling in Our Telecom Titans
Rising complaints in the telecom sector: A proposal by Mark Carney to unite Canadians amidst escalating issues
By Diana Zlomislic, Consumer Affairs Reporter
Mark Carney, it's high time you rally Canada, buddy! Here's a suggestion that'll make our hearts leap with joy: Let's tackle our telecom issues!
Consider this: how many Canadians have felt the icy grip of dread when they face troubles with their Internet, phone, and TV services? How about those hefty, never-ending bills? Those pesky technical glitches? And oh, the time we spend trying to fix these problems! Hours (sometimes months) down the rabbit hole, we've grown accustomed to it.
But wait! New national data shows that Canadians are venting about our big three telecoms to the industry's national ombudsman in record numbers. Yes, you heard that right! The "mid-year report" from the Commission for Complaints for Telecom-television Services (CCTS), released on Wednesday, indicates a 12 per cent spike in consumer complaints.
You might think, "Well, isn't complaining easy?" Not really. Take the tale of Hazel Maki, a retired arts teacher from South Porcupine, Ont., who made an honest mistake last year. She inadvertently overpaid Koodo by approximately $13,000, and spent a grueling nine months trying to get a refund. Yep, folks, that's the nightmare we're facing.
And now, let's turn the spotlight on me. I, too, made a blunder while hastily juggling bills online last month. I inadvertently paid the wrong telecom company. A top tip for you: delete old "payees" from your online bank account to avoid such mishaps!
Recall the days of snail mail? Nah, me neither. The company that received my error payment acknowledged my mistake and vowed to return the funds. Fast-forward a few weeks, and voilà! A cheque (!)—but with someone else's name on it. I contacted the company via email and phone, only to be told that the new cheque would still bear someone else's name. An apology followed, and then a request for me to complete a 20-page form about the experience to help assess the agent's performance.
A weary 11,000+ Canadians also shared similar tales of woe, as per CCTS' latest report from August 1, 2024, to January 31, 2025. Despite the time and effort they took to resolve their telecom-related woes, they patiently plowed through a 20-page form to escalate their concerns.
Despite the frustrations, their resilience stirs a sense of Canadian pride. Wireless complaints accounted for half of all issues raised with the ombudsman's office between August and January, with internet service contributing a quarter of complaints due to a steep hike in rental fees for Rogers' TV boxes.
Telus, Koodo's parent company, occupied the top spot for the most complaints, followed closely by Rogers. Bell took third place, with Shaw Communications, acquired by Rogers in April 2023, seeing a surge in complaints regarding rental equipment and contract issues. Fido, a Rogers subsidiary, rounded out the top five.
Canadians rely on their phone, TV, and internet services for work, education, and leisure. With the host of issues plaguing us—billing, service quality, contractual commitments—the stress can be overwhelming. But fear not, Mr. Carney, for you have the power to alleviate our woes.
It's about time to dismantle the telecom bigwigs and foster a more competitive, reliable, and cost-effective industry. Here's to bringing a smile back to our dial! So, Mr. Carney, what say you? Are you ready to step up to the plate?
- The Canadian government is urged to rally the nation by the consumer affairs reporter Diana Zlomislic, who suggests addressing telecom issues.
- In a report released on Wednesday, it was shown that consumer complaints to the industry's national ombudsman about telecom services in Canada increased by 12 percent.
- Hazel Maki, a retired arts teacher from South Porcupine, Ont., spent nine months trying to get a refund after overpaying Koodo by approximately $13,000.
- In the general news, it is reported that among numerous complaints, wireless services accounted for half of all issues raised with the ombudsman's office.
- Telus, Koodo's parent company, received the most complaints in the telecom sector, followed closely by Rogers and Bell with Shaw Communications, acquired by Rogers in April 2023, seeing a significant increase in complaints.
- In a curious incident, a consumer like the reporter made an error while paying bills online, which led to receiving a misaddressed cheque.
- The financial affairs and policy-making body of Canada, with reference to the consistent media coverage about telecom issues, are encouraged to decrease the stress faced by Canadians and make the telecom industry more competitive and cost-effective.
- The ongoing overpayments, complaints, and technical glitches in the telecom sector in Canada will reach a turning point in 2025, with the hope that the government steps in to reform the telecom industry for the better.
