How to File a Complaint About Public Mobile
Public Mobile is a Telus brand. Here is where your complaint actually goes, and what to write when you get there.
Public Mobile is a low-cost, self-serve wireless brand owned by Telus, running on the Telus network.
Last updated: September 2026
Most Public Mobile complaints go to the CCTS, not the CRTC. Billing errors, unauthorized charges, contract disputes and service that does not work as sold are all CCTS matters. The CCTS is free, independent of Public Mobile, and can order billing corrections and compensation of up to $5,000. You can reach it at 1-888-221-1687.
Reaching Public Mobile First
Public Mobile has no phone support at all. Everything runs through your online account and a chat assistant that raises a service ticket.
Where to File
| Your Issue | Where to File |
|---|---|
| Billing errors, unauthorized charges, contract disputes | CCTS |
| Service that does not work as sold, dropped calls, slow data | CCTS |
| Being held to a contract term you were not told about | CCTS |
| Misleading advertising | Ad Standards / Competition Bureau |
| How the rules themselves are set | CRTC |
Public Mobile at the CCTS: The Numbers
From August 2024 to July 2025, the CCTS accepted 312 complaints about Public Mobile: 1.3% of every complaint it took in, and number 9 among all providers. In the six months from August 2025 to January 2026 it accepted 195, up 11% on the same six months a year earlier.
Public Mobile complaints look different from every other brand on this site: more than half of everything customers raised was either a change made to their plan or a credit that never arrived, and every one of them was about wireless service. The spike in the spring of 2024 was the end of the legacy rewards program. The CCTS accepted those complaints over Public Mobile’s objection that a rewards program is outside its mandate, but it cannot order a provider to reverse a policy change: a complaint can win you an individual remedy, not the old program back. What the CCTS data says about Public Mobile.
What Public Mobile customers complain about
The issues raised most often in Public Mobile complaints the CCTS concluded in 2024-25, using the CCTS's own labels:
- Changes to the contract — 26.7% of issues raised
- Credit/refund not received — 25.2% of issues raised
- Intermittent Service — 10.5% of issues raised
If yours is one of those, you are not an edge case, and the template further down is written for exactly that kind of dispute.
Sources: CCTS 2024-25 Annual Report and 2025-26 Mid-Year Report open data, counted by acceptance date. Contains information licensed by CCTS under its data license. See every provider ranked.
Before You File
The CCTS expects you to have tried to resolve it with Public Mobile first, so do this part properly — it is also what makes your complaint concrete.
- Contact Public Mobile through the support route above and note the date, who you spoke to, and any reference or ticket number.
- Write down what you are actually asking for: a refund of a specific amount, a charge removed, a contract cancelled without penalty.
- Keep your bills. The bill showing the disputed charge is the single most useful document you have.
Escalating Beyond Front-Line Support
Public Mobile runs its own complaint page rather than routing to Telus — the Telus portal covers Telus and Koodo only. Raise it with the customer support team through that page first; the same page then points you to the CCTS.
File a complaint with Public Mobile (opens on their site)
For the wider picture, see our Telus complaint guide.
With no phone line, your written record is the whole record. Save chat transcripts and ticket numbers before you file — the CCTS will ask what you did to try to resolve it first, and here you have no call reference to fall back on.
We track the rules that decide what lands on your bill
Activation and cancellation fees were banned in June 2026, and by April 2027 providers must let you cancel online. We follow the CRTC proceedings behind rules like those, and email our list when something is actually decided.
Filing with the CCTS
Public Mobile appears on the CCTS participating-provider list as Public Mobile, so a complaint can be filed against it directly.
- Go to the CCTS complaint form
- Select Public Mobile as your provider
- Describe the issue and the steps you have already taken
- Include your account number, any reference numbers, and copies of the relevant bills
- The CCTS contacts Public Mobile on your behalf, and the provider gets 20 days to resolve it before the CCTS investigates further
There is a one-year deadline. The CCTS will not act on a complaint brought more than one year after you knew, or ought to have known, the facts behind it. There is a limited exception: up to 18 months, if you raised it with the provider within the first year and you were both still trying to resolve it after the year was up. If your dispute is older than that, file anyway and explain when you found out.
Free Complaint Template
Fill in the bracketed details and paste this into the CCTS form. Factual and specific beats long and angry:
"I am a Public Mobile customer (account [number]). Since [date], [describe the problem — e.g. I have been billed $X per month for a service I did not order / my promised credit of $X has not been applied / my service has not worked as contracted]. I contacted Public Mobile on [dates] and spoke with [names/reference numbers]. I was told [their response]. The issue remains unresolved. I am seeking [specific resolution: refund of $X, removal of the service and a credit for all charges since [date], cancellation without penalty]. I have copies of my bills and my contract available."
Two Rules Worth Knowing
- Since June 12, 2026, providers may not charge a fee for activating or changing a plan, or for cancelling a cellphone plan that has no subsidized device on it. What the ban covers.
- By April 26, 2027, providers must let you cancel or change an internet or cellphone plan through self-service tools, with changes taking effect immediately to the greatest extent possible. What changes in 2027.