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TELUS led the previous CCTS mid-year report, but Rogers/Shaw received the largest share of complaints accepted by the CCTS in the latest report. The 2025–2026 Mid-Year Report, released April 29, 2026, covers complaints accepted from August 1, 2025, through January 31, 2026.
The latest CCTS complaint ranking
The latest report does not show TELUS in first place. Rogers/Shaw accounted for 34% of all complaints accepted by the CCTS during the reporting period. TELUS ranked second, followed by Bell, Fido and Koodo.
| Provider | Position | Reported result |
|---|---|---|
| Rogers/Shaw | 1 | 34% of accepted complaints |
| TELUS | 2 | Second among providers identified by the CCTS |
| Bell | 3 | Third |
| Fido | 4 | Fourth |
| Koodo | 5 | Fifth |
The five providers together represented 79% of accepted complaints. Rogers and Shaw are presented together because the CCTS uses the Rogers/Shaw grouping in its current reporting.
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These figures are shares of accepted complaints, not complaint rates per customer. They also do not mean that 34% of Rogers/Shaw customers complained or that the CCTS found every complaint valid.
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See the CCTS 2025–2026 Mid-Year Report and its summary of the findings.
Complaints rose sharply
The CCTS accepted 19,157 complaints in the six-month period— a 61% increase compared with the corresponding midpoint reported previously.
Wireless concerns made up 56% of all concerns raised. Billing remained the leading issue, while complaints about incorrect charges on monthly plans increased 66% year over year.
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The reported wireless problems included:
- Installation and activation fees customers did not expect;
- Monthly charges that did not match the plan customers believed they had purchased;
- Roaming charges; and
- Confusing explanations of upfront costs, plan terms or service changes.
These are sector-wide complaint patterns. The report does not establish that Rogers/Shaw or TELUS individually caused every billing, roaming or activation concern.
Why the TELUS claim is circulating
TELUS was first in the 2024–2025 Mid-Year Report, released April 30, 2025. It represented 19.7% of accepted complaints, ahead of Rogers at 18.7% and Bell at 16.7%.
That result is easy to mistake for the latest ranking, but the reports cover different periods:
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- Previous mid-year report: TELUS led, covering the earlier reporting period and released April 30, 2025.
- Latest mid-year report: Rogers/Shaw led with 34%, covering August 1, 2025, to January 31, 2026, and released April 29, 2026.
What the numbers do—and do not—show
A CCTS-accepted complaint means the ombuds service took the matter into its process after the customer had first given the provider a reasonable opportunity to resolve it. It is not automatically a finding that the provider broke a rule, overcharged the customer or owes compensation.
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Complaint totals, accepted complaints, concluded complaints and individual issues raised within complaints are different measurements. They should not be treated as interchangeable.
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Additional annual-report context
The CCTS annual report released January 14, 2026 covers a different period: August 1, 2024, through July 31, 2025. It recorded a record 23,647 accepted complaints. Rogers/Shaw accounted for 27%, TELUS for 21% and Bell for 17%.
That annual report found that billing represented 46% of issues raised and service-delivery problems represented 25%. It also reported that TELUS had the largest increase among the top three providers, rising 78% from the previous year.
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Those figures provide background, but they should not be combined directly with the latest mid-year numbers because the reporting windows differ. The annual-report findings are summarized by the CCTS.
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What to do about an unresolved telecom bill or service problem
- Contact the provider first. Use the provider’s customer-service or escalation channel and clearly state what outcome you want.
- Preserve your evidence. Keep bills, contracts, order confirmations, chat transcripts, emails, screenshots and records of promised credits.
- Challenge specific charges. Ask the provider to explain disputed activation fees, roaming charges, monthly-plan amounts or cancellation costs.
- Record the case details. Note dates, names, reference numbers and the provider’s final response.
- Escalate to the CCTS. If the provider has had a reasonable opportunity to resolve the dispute and it remains unresolved, use the CCTS’s free, independent complaint-resolution service.
Do not assume that filing with the CCTS guarantees compensation. The outcome depends on the facts, the provider’s response and the applicable rules or contract terms. The CCTS also publishes information about provider obligations and implementation of resolutions in its compliance reporting.
A date limit on the latest findings
The latest mid-year report covers data collected before specified CRTC fee changes took effect on June 12, 2026. It therefore cannot show whether those changes reduced activation, service-change or cancellation complaints. A later report will be needed to assess that effect.
The takeaway
TELUS was the most complained-about provider in the previous mid-year report, not the latest one. In the latest CCTS mid-year report, Rogers/Shaw led with 34% of accepted complaints and TELUS ranked second. Across the sector, the clearest signals were rising complaint volume, billing problems and wireless-service friction.
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