Error billing: Top complaints from Telus and other telecom providers
Between August 1, 2024 and January 31, 2025, CCT received 11,909 complaints, marking a year-on-year increase of nearly 12%. Incorrect bills, including unexpected expenses and unexplained monthly plan costs, are the main complaints from all major telecom providers.
Also Read: Consumers Spend 15 Billion Hours Waiting to File Service Complaints: ReportTelus accounts for 19.7% of all complaints accepted, a huge shift that disappoints Rogers Communications, a list of full-year reports from the previous two years. CCT noted that complaints about Telus soared 63% year-on-year, with many clients citing incorrect allegations, contract violations and frequent price increases that have not been clearly communicated.
“The main driver of the increase in complaints is incorrect billing,” CCTS said. “The report said the fees charged exceeded the agreement reached in the contract or that the tax rate changes were not properly understood.”
Despite the surge, Terry Wells, senior vice president of Telus, defended the company’s overall service record.
“This report represents a timely snapshot,” Wells said. “We acknowledge that we have increased complaints during this period and assumed full responsibility. In 13 years, Telus has the lowest complaint rate nationwide. In 2024 alone, our resolution rate on all issues reached 90%.
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Wells added that since January 2025, Telus has reduced complaints by 20%, mainly by resolving billing errors and improving customer communication.
Other telecom providers struggle with billing issues
Despite Rogers’ complaints falling by 21.1%, it still ranked second with 18.7% complaints, followed by Bell Canada (BCE Inc.), at 16.7% with a 13.7% increase in complaints. Shaw Communications, now owned by Rogers, ranks fourth at 9.6%, with another Rogers brand Fido then at 6.8%.
Billing disputes are the main issue for all providers, with allegations of monthly price plans accounting for 12.8% of all dissatisfactions. CCT also reported a significant increase in complaints related to TV set-top box rental fees, especially among Shaw customers, who said the increase was in violation of the terms of the contract.
Complaints related to TV increased by 50% year-on-year, accounting for 16% of all issues.
Howard Maker, CCTS Commissioner and CEO, urged consumers to remain vigilant when signing telecom contracts.
“Canadians should carefully review the contract to see which fees are fixed and which can be changed without notice,” Maker said. “Most billing complaints appear when customer expectations do not match the terms of service. Always check your monthly bill for accuracy.”
The manufacturer also highlighted the need for telecom companies to clearly explain promotions, billing structures and price guarantees to avoid confusion.
As incorrect billing complaints continue to increase, CCTS encourages telecom providers and consumers to prioritize transparency and communication in all service agreements.
