Complaints about Canadian telecom and TV services rose to a record in the latest annual data, and Rogers/Shaw, TELUS and Bell accounted for the largest shares. But those figures do not prove that customer service worsened for the average customer at each carrier: they are raw complaint shares, not complaint rates per subscriber or customer-satisfaction scores.
What the latest complaint figures show
The Canadian Commission for Complaints for Telecom-television Services (CCTS) accepted 23,647 complaints from August 1, 2024, to July 31, 2025, a record and a 17% increase from the previous year. CCTS reported that Rogers/Shaw accounted for 27% of accepted complaints, TELUS for 21%, and Bell for 17% in that reporting period. CCTS’s 2024–25 annual report release groups Rogers and Shaw together.
These are shares of all accepted complaints, not the likelihood that a customer of one carrier will complain. The figures are not adjusted for subscriber counts, and the cited data does not provide a comparable carrier-by-carrier service-quality trend. They cannot, on their own, establish that the carrier with the biggest share provides the worst service.
Which problems are driving complaints?
Billing was the leading concern in the latest CCTS report. Billing-related issues rose 16% year over year to a five-year high. Wireless made up more than half of the issues raised in accepted complaints, while TV-related issues increased 44%.
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Earlier complaint patterns show why customers may find disputes difficult to resolve. In its 2023–24 report, CCTS said concerns about lack of contract clarity increased 35%, inability-to-cancel concerns appeared 47% more often, wireless or phone transfer complaints rose 25%, and termination-fee concerns increased 35%. These are changes in complaint patterns for that reporting year, not evidence that a particular carrier’s service declined. CCTS’s 2023–24 annual report release summarizes those issues.
Why complaint rankings can change
A ranking depends on the reporting period and the measure being used. In its 2024–25 mid-year report, CCTS attributed 19.7% of accepted complaints to TELUS, 18.7% to Rogers, and 16.7% to Bell. It also reported that accepted complaints were up 12% year over year during that interim period. The full-year figures put Rogers/Shaw first instead, illustrating why a complaint ranking should always be read alongside its dates and definitions. CCTS’s mid-year report release also said it resolved 85% of complaints to the mutual satisfaction of the customer and provider during that period.
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Other measures do not answer the same question. The CRTC’s 2025 market report describes overall net promoter scores as slowly increasing, even as wireless CCTS issues reached a five-year high in 2024, driven largely by concerns about a single provider. A market-level score and complaint counts are different measures; neither supplies a direct customer-service score for each of Rogers, Bell and TELUS. The CRTC Canadian Telecommunications Market Report 2025 provides the market context.
A Government of Canada survey report includes CCTS awareness and satisfaction research, but relevant provider breakdowns are conditioned on having made a complaint. They should not be read as a representative survey of all Rogers, Bell or TELUS customers. The Government of Canada survey report is therefore not a substitute for customer-wide carrier satisfaction comparisons.
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How to compare carriers fairly
To identify which carrier handles customers better, a useful comparison would need more than raw complaint totals. Look for:
- Complaints per subscriber, rather than each provider’s share of all complaints.
- Comparable service-specific outcomes, such as billing or cancellation disputes.
- The same reporting period and consistent definitions across providers.
- Representative customer-satisfaction measures that include customers who have not filed complaints.
The cited official sources do not provide all of those measures together, so they do not support a definitive worst-to-best ranking for Rogers, Bell and TELUS.
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What to do if your telecom dispute is unresolved
- Contact your provider first. Explain the problem, state what resolution you are seeking, and keep relevant bills, contract documents and records of your communications. CCTS says customers must first try to resolve a telecom or TV concern with the provider.
- Consult CCTS’s complaint process and eligibility guidance. If the issue remains unresolved and is eligible, CCTS offers a route to submit it. CCTS describes itself as Canada’s national and independent organization for resolving telecommunications and television complaints fairly and free of charge.
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