Consumer complaints about wireless, internet, phone, and television services have increased by 61%, according to the latest mid-year report from the Commission for Complaints for Telecom-television Services (CCTS). The report, released on April 29, 2026, reveals that billing concerns remain the primary driver of dissatisfaction among Canadian customers.
Key Findings from the CCTS Mid-Year Report
The CCTS accepted 19,157 complaints between August 1, 2025, and January 31, 2026. Wireless services accounted for 56% of all concerns raised. Notably, 88% of concluded complaints were successfully resolved by the ombuds service.
"The continued increase in complaint volumes is significant and reflects the importance of having a trusted, independent organization that Canadians can turn to when concerns remain unresolved," said Josée Bidal Thibault, CCTS Commissioner and CEO.
Top Complained-About Providers
Rogers/Shaw topped the list, representing 34% of all accepted complaints. The top five providers—Rogers/Shaw, TELUS, Bell, Fido, and Koodo—accounted for 79% of complaints. Fido saw the largest increase, with complaints up 156% from the previous year's midpoint, followed by Rogers/Shaw (up 95%) and Koodo (up 39%).
Customers must first attempt to resolve issues with their provider before filing a complaint with the CCTS. "The CCTS plays a critical role in resolving issues when customers and service providers are unable to resolve them directly," Bidal Thibault added.
Billing and Contract Concerns Dominate
Complaints about incorrect charges on monthly service plans rose by 66% compared to the previous year's midpoint. "When billing concerns continue to grow faster than overall complaint volumes, it clearly highlights the frustration customers feel around unexpected charges and payment-related issues," Bidal Thibault noted. She advised customers to check bills regularly and compare them with service agreements.
Complaints related to activation and installation charges also saw a significant jump. "Installation and activation happen at the start of a relationship between a service provider and customer. A rise in these types of complaints suggests onboarding may be a pain point," she explained. "More customers are feeling caught off guard by upfront fees, unclear explanations, or unexpected billing during service setup or changes."
