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Disclosure tops telecom issues raised with industry ombudsman in interim report

OTTAWA — Canada's telecommunications ombudsman says the top issue raised by customers in the latter part of 2019 was the information disclosed by their service providers, followed closely by incorrect charges.

The statistics compiled by the Commission for Complaints for Telecom-Television Services, or CCTS, covered six months ended Jan. 31.

The agency receives its funding from the industry, but is independent under a mandate from the CRTC — Canada's federal regulator.

CCTS handled 8,621 complaints in the later months of 2019, with wireless and internet services generating 71 per cent of the issues raised.

Complaints often included multiple issues, totalling 23,839, of which 44.2 per cent were about wireless services and 26.5 per cent were about internet services.

Information disclosures represented 13.9 per cent of the total issues raised followed by incorrect charges at 11.9 per cent of the total.

This report by The Canadian Press was first published May 12, 2020.


The Canadian Press

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