The Most Complained-About Telecoms in Canada
Every provider ranked by the complaints the CCTS accepted about it, from the CCTS's own open data, and what each one's customers complain about.
The Commission for Complaints for Telecom-television Services is the independent body a customer goes to when their provider will not fix a billing, contract or service problem. It publishes a spreadsheet of every complaint it accepts. These tables are that spreadsheet, counted.
Data through January 31, 2026. Page generated 2026-09-14.
- 23,647 complaints accepted in August 2024 to July 2025, up 17% on the year before.
- 19,157 in the six months from August 2025 to January 2026, up 61% on the same six months a year earlier.
- Rogers/Shaw alone was 27.4% of the year and 34.4% of the latest half. The top five providers were 78% of everything.
- Fastest-growing among providers with at least 100 complaints: Fido, up 156% in the latest half.
Complaints by provider, 2024-25 against 2023-24
Complaints the CCTS accepted between August 2024 to July 2025, and the same count for the year before. Providers with a guide on this site are linked.
| # | Provider | 2024-25 | Share | 2023-24 | Change |
|---|---|---|---|---|---|
| 1 | Rogers/Shaw * | 6,485 | 27.4% | 5,560 | +17% |
| 2 | TELUS Communications Inc. | 4,904 | 20.7% | 2,757 | +78% |
| 3 | Bell Canada | 3,966 | 16.8% | 3,430 | +16% |
| 4 | Fido | 1,877 | 7.9% | 2,030 | -8% |
| 5 | Koodo | 1,126 | 4.8% | 965 | +17% |
| 6 | Freedom Mobile | 940 | 4% | 885 | +6% |
| 7 | Virgin Plus | 831 | 3.5% | 850 | -2% |
| 8 | Vidéotron | 394 | 1.7% | 422 | -7% |
| 9 | Public Mobile | 312 | 1.3% | 793 | -61% |
| 10 | Chatr | 280 | 1.2% | 86 | +226% |
| 11 | Fizz | 247 | 1% | 186 | +33% |
| 12 | Shaw Direct | 204 | 0.9% | 82 | +149% |
| 13 | Cogeco Connexion * | 193 | 0.8% | 226 | -15% |
| 14 | Bell Aliant | 165 | 0.7% | 198 | -17% |
| 15 | Altima Telecom | 100 | 0.4% | 136 | -26% |
| 16 | Fongo Home Phone | 92 | 0.4% | 32 | +188% |
| 17 | EBOX | 88 | 0.4% | 42 | +110% |
| 18 | Eastlink | 86 | 0.4% | 198 | -57% |
| 19 | TekSavvy Solutions Inc. | 82 | 0.3% | 73 | +12% |
| 20 | Distributel | 79 | 0.3% | 51 | +55% |
| 21 | Lucky Mobile | 74 | 0.3% | 64 | +16% |
| 22 | Primus | 70 | 0.3% | 70 | 0% |
| 23 | Xplore | 66 | 0.3% | 76 | -13% |
| 24 | Bell Manitoba Telephone Service | 63 | 0.3% | 47 | +34% |
| 25 | VMedia | 62 | 0.3% | 33 | +88% |
- * Rogers/Shaw: Rogers and Shaw were reported separately before 2024-25; earlier figures here are the two added together.
- * Cogeco Connexion: Reported as Cogeco Connexion (Ontario) and (Quebec) before 2025-26; earlier figures are the two added together.
The latest six months, August 2025 to January 2026
The CCTS's most recent published period, against the same six months a year earlier. This is where the 61% jump shows up, and where the ranking has shifted.
| # | Provider | Aug 2025 to Jan 2026 | Share | Aug 2024 to Jan 2025 | Change |
|---|---|---|---|---|---|
| 1 | Rogers/Shaw * | 6,583 | 34.4% | 3,369 | +95% |
| 2 | TELUS Communications Inc. | 3,078 | 16.1% | 2,342 | +31% |
| 3 | Bell Canada | 2,505 | 13.1% | 1,988 | +26% |
| 4 | Fido | 2,080 | 10.9% | 814 | +156% |
| 5 | Koodo | 799 | 4.2% | 576 | +39% |
| 6 | SpeakOut Wireless | 638 | 3.3% | 14 | +4457% |
| 7 | Freedom Mobile | 582 | 3% | 545 | +7% |
| 8 | Virgin Plus | 470 | 2.5% | 439 | +7% |
| 9 | Vidéotron | 247 | 1.3% | 228 | +8% |
| 10 | Fizz | 220 | 1.1% | 110 | +100% |
| 11 | Chatr | 202 | 1.1% | 125 | +62% |
| 12 | Public Mobile | 195 | 1% | 175 | +11% |
| 13 | good2GO Mobile | 173 | 0.9% | 8 | +2062% |
| 14 | Cogeco Connexion * | 168 | 0.9% | 88 | +91% |
| 15 | Bell Aliant | 107 | 0.6% | 89 | +20% |
| 16 | EBOX | 99 | 0.5% | 38 | +161% |
| 17 | Lucky Mobile | 58 | 0.3% | 37 | +57% |
| 18 | TekSavvy Solutions Inc. | 55 | 0.3% | 37 | +49% |
| 19 | Eastlink | 51 | 0.3% | 44 | +16% |
| 20 | Altima Telecom | 50 | 0.3% | 61 | -18% |
| 21 | Comwave | 43 | 0.2% | 22 | +95% |
| 22 | Bell Manitoba Telephone Service | 41 | 0.2% | 33 | +24% |
| 23 | Starlink | 39 | 0.2% | 7 | +457% |
| 24 | Primus | 35 | 0.2% | 40 | -12% |
| 25 | oxio | 34 | 0.2% | 5 | +580% |
A dash means the CCTS listed no complaints under that name in the earlier period. Rows marked * are explained under the first table.
What customers complain about
Each complaint can raise more than one issue. Across every complaint the CCTS concluded in 2024-25, these were the issues raised most often, using the CCTS's own labels:
- Incorrect Charge — 13.8% of all issues raised
- Disclosure Issues — 9.9% of all issues raised
- Credit/refund not received — 9.1% of all issues raised
- Regular price increase of monthly price plans — 6.8% of all issues raised
- Breach of contract — 5.4% of all issues raised
- Changes to the contract — 5.3% of all issues raised
- Intermittent service — 4.5% of all issues raised
- Intermittent Service — 3.7% of all issues raised
- 3rd party credit reporting — 3.6% of all issues raised
- Termination fee — 3.4% of all issues raised
By provider
The twelve most-complained-about providers, what kind of service the complaints were about, and the three issues raised most often in each.
| Provider | Service mix | Issues raised most often |
|---|---|---|
| Rogers/Shaw 5,800 concluded | Wireless 40% · Internet 31% · TV 24% · Home phone 5% | Incorrect Charge (13.2%); Disclosure Issues (11.1%); Changes to the contract (8%) |
| TELUS Communications Inc. 4,446 concluded | Wireless 49% · Internet 29% · TV 13% · Home phone 8% | Incorrect Charge (17.6%); Disclosure Issues (11.9%); Credit/refund not received (8.8%) |
| Bell Canada 3,806 concluded | Wireless 45% · Internet 29% · TV 14% · Home phone 11% | Incorrect Charge (13.8%); Credit/refund not received (10.6%); Disclosure Issues (8.7%) |
| Fido 1,454 concluded | Wireless 94% · Internet 6% | Incorrect Charge (14.5%); Credit/refund not received (13.7%); Disclosure Issues (9.6%) |
| Koodo 1,064 concluded | Wireless 94% · Internet 6% | Incorrect Charge (14.2%); Disclosure Issues (9.3%); Regular price increase of monthly price plans (8.3%) |
| Freedom Mobile 922 concluded | Wireless 92% · Internet 8% | Disclosure Issues (12.2%); Incorrect Charge (10.7%); Credit/refund not received (9.3%) |
| Virgin Plus 835 concluded | Wireless 80% · Internet 17% | Incorrect Charge (13.4%); Disclosure Issues (10.6%); Credit/refund not received (9.4%) |
| Vidéotron 395 concluded | Internet 36% · Wireless 33% · TV 20% · Home phone 11% | Incorrect Charge (13.9%); Disclosure Issues (13.3%); Credit/refund not received (7.1%) |
| Public Mobile 551 concluded | Wireless 100% | Changes to the contract (26.7%); Credit/refund not received (25.2%); Intermittent Service (10.5%) |
| Chatr 237 concluded | Wireless 99% | Intermittent Service (15.7%); Complete Loss of Service (10.9%); Unable to port (7%) |
| Fizz 245 concluded | Wireless 74% · Internet 25% | Intermittent Service (13.6%); Incorrect Charge (10%); Unable to port (9.7%) |
| Shaw Direct 193 concluded | TV 100% | Unable to cancel (24.3%); Incorrect Charge (12.9%); Regular price increase of monthly price plans (9.6%) |
How to read these numbers
- A count is not a rate. Bigger providers have more customers and so more complaints. The CCTS does not publish subscriber numbers, so nothing here says which provider is worst per customer. What the table does say is where the volume is, and how fast it is changing.
- Every one of these people tried the provider first. The CCTS only accepts a complaint after the customer has raised it with the provider and not had it resolved. These are the failures of the providers' own complaint processes.
- Counted by acceptance date. A complaint belongs to the period in which the CCTS accepted it, which is how the CCTS reports its own totals. The CCTS's figures for concluded complaints differ because they close in a later period.
- Names are the CCTS's. Bell Canada, Virgin Plus and Bell Aliant are counted separately even though one company owns them, and likewise Telus, Koodo and Public Mobile. Rogers and Shaw were separate rows until the CCTS merged them for 2024-25.
- Issue labels are the CCTS's too. "Disclosure Issues" means the customer says they were not told, or were told something different. "Incorrect Charge" is a charge the customer says is wrong. Out-of-mandate issues, the ones the CCTS cannot act on, are excluded.
Sources and method
All counts come from the complaint-level spreadsheets the CCTS publishes as open data with each report, one row per complaint, filtered by acceptance date. The totals match the CCTS's published figures exactly. Where a provider was renamed or merged between reports, earlier figures were mapped to the current name and noted.
- CCTS 2024-25 Annual Report, open data
- CCTS 2023-24 Annual Report, open data
- CCTS 2025-26 Mid-Year Report, open data
- CCTS 2024-25 Mid-Year Report, open data
Contains information licensed by CCTS under its data licence. This page will be regenerated when the CCTS publishes its next report.
If your provider is on this list
The CCTS is free, independent of your provider, and can order refunds of up to $5,000. There is a one-year deadline from when you knew about the problem. Our guides walk through the escalation path for each provider and what to write.