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Complaints increase slightly at Telus, but still lower than at competitors

Telus has fewest complaints

Consumer complaints against Telus grew slightly over the past year but remained lower overall than its major competitors, according to an industry watchdog’s annual report.

The Commission for Complaints for Telecom-Television Services revealed Monday the Vancouver-based telecom giant faced 1,221 complaints between August 2020 and July 2021.

That’s up 4.7% compared with a year earlier, while complaints against all providers were up 9% overall.

The proportion of complaints — 7.2% — against Telus is smaller than its major competitors.

A total of 3,517 complaints were lodged against Bell Canada. That’s down 7.8% from a year ago but it still accounts for 20.7% of all complaints made by Canadians.

Complaints against Rogers Communications surged 32.6% during the same period with 2,361 cases. That’s 13.9% of all complaints lodged during the last reporting period.

Just over 17,000 complaints across industry were submitted to the CCTS, covering services such as wireless, internet and TV.

The CCTS noted wireless issues accounted for 48% of complaints against Telus compared with 44% of complaints for the industry.

“Our network supported our customers as we adapted throughout the COVID-19 pandemic and our team has kept our customers connected under the most challenging of weather events this last year,” Zainul Mawji, Telus executive vice-president of home solutions, said in a statement.

“It is a testament to our network investments and also the passion and grit of our team that we can keep our customers and emergency responders connected during global pandemics and extreme weather emergencies.”



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