Canadians find phone bills a big problem, lodge maximum complaints

Incorrect billing issues are at the heart of a rising wave of telecom complaints in Canada, according to a new mid-year report from the Commission for Complaints for Telecom-Television Services (CCTS). The report shows Telus Corp. as the most complained-about telecommunications provider in the country for the first time since the commission was established in 2007.

Incorrect billing: top complaint for telus and other telecom providers

Between August 1, 2024, and January 31, 2025, the CCTS received 11,909 complaints, marking an increase of nearly 12% year-over-year. Incorrect billing, including unexpected charges and unexplained increases in monthly plan costs, emerged as a leading complaint across all major telecom providers.

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Telus accounted for 19.7% of all accepted complaints, a dramatic shift that unseated Rogers Communications, which had topped the list for the previous two full-year reports. The CCTS noted that complaints about Telus surged 63% year-over-year, with many customers citing incorrect charges, contract breaches, and frequent price hikes that were not clearly communicated.

“A major driver of the increase in complaints is incorrect billing,” said the CCTS. “Customers reported being charged more than what was agreed upon in their contracts, or were not properly informed about rate changes.”

Despite the surge, Telus senior vice-president of customer service excellence Terry Wells defended the company’s overall service record.

“This report represents a snapshot in time,” Wells said. “We acknowledge our complaint volumes increased during this period and take full responsibility. For 13 years, Telus had the lowest CCTS complaint rate nationwide. In 2024 alone, we had a 90% resolution rate for all concerns.”

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Wells added that Telus has achieved a 20% reduction in complaints since January 2025, largely by addressing billing errors and improving customer communication.

Other telecom providers struggle with billing issues

While Rogers saw a 21.1% drop in complaints, it still ranked second with 18.7% of complaints, followed by Bell Canada (BCE Inc.) at 16.7%, which saw a 13.7% increase in complaints. Shaw Communications, now owned by Rogers, was fourth at 9.6%, and Fido, another Rogers brand, followed with 6.8%.

Billing disputes were a top issue across all providers, with incorrect charges for monthly price plans accounting for 12.8% of all grievances. The CCTS also reported a significant rise in complaints related to TV set-top box rental fees, particularly among Shaw customers, who said the increases violated the terms of their contracts.

TV-related complaints increased by 50% year-over-year, accounting for 16% of all issues.

CCTS commissioner and CEO Howard Maker urged consumers to be vigilant when signing telecom contracts.

“Canadians should carefully review their contracts to know which fees are fixed and which can change without notice,” said Maker. “Most billing complaints arise when customer expectations don’t match the terms of service. Always review your monthly bill for accuracy.”

Maker also emphasized the need for telecom companies to clearly explain promotions, billing structures, and price guarantees to avoid confusion.

As incorrect billing complaints continue to rise, the CCTS is encouraging both telecom providers and consumers to prioritize transparency and communication in all service agreements.