Canadian consumers are increasingly frustrated with their cellphone, internet, and television services, according to a new report from the Commission for Complaints for Telecom-Television Services (CCTS). The watchdog group reported a 61% increase in complaints so far in 2026, handling 19,157 grievances between August 1, 2025, and January 31, 2026.
Wireless Issues Drive Complaint Surge
The CCTS attributed the rise primarily to wireless service problems, which accounted for 56% of all complaints. Consumers voiced concerns about installation and activation costs, incorrect monthly plan charges, and roaming fees. Internet issues made up 28.2% of complaints, while television service represented less than 10%.
“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 CCTS commissioner and CEO Josee Bidal Thibault in a news release.
Billing Errors Top Consumer Frustrations
Incorrect charges were the most common grievance, with complaints up 66% year-over-year, making up 15% of all issues. Bidal Thibault advised customers to regularly review bills and compare them to service agreements. “If a charge looks unfamiliar or higher than expected, contact your service provider right away and ask for a clear explanation,” she said.
Activation and installation fees also sparked frustration. Bidal Thibault noted that consumers are often caught off guard by upfront fees or unclear billing during service setup. In response, the Canadian Radio-television and Telecommunications Commission (CRTC) announced in March that it will ban charges for canceling, changing, or activating plans, effective June 12, to make switching providers easier.
Rogers Leads in Complaints
Rogers received the highest number of complaints—6,583, or 34% of the total—a 95.4% increase from last year. Telus ranked second with 3,078 complaints (up 31.4%), followed by Bell with 2,505 (up 26%). The Canadian Telecommunications Association noted that these numbers represent a small fraction of total subscribers and that rising awareness of the CCTS may contribute to the increase.
The CRTC launched a consultation in October 2025 to improve public awareness of the CCTS. Digital service providers have until July 23 to submit proposals.
