A woman surfs the web at a Timmy Ho's wireless zone.
Credits: Handout/Tim Hortons
The CCTS received about 11,000 complaints, a 35% increase over the previous fiscal year.
"Once again, we've seen an increase in complaints about wireless services," Commissioner Howard Maker said. "This year 60% of the issues raised in complaints came from wireless service users. Of all the complaints we received, most were related to billing errors or contract disputes."
More than half of complaints (51%) related to billing issues — errors in plan details, cancellation notices and fees for premium text messaging.
Contract disputes came in a close second, accounting for roughly 27% of complaints. The CCTS hears complaints about termination fees as well as consumer stories about telecom providers setting up contracts without their consent.
"We are calling on service providers to increase their level of co-operation with CCTS," Maker said. "In particular, we urge service providers to provide more timely and thorough responses to customer complaints filed with CCTS."
Maker noted that 90% of complaints were resolved to the consumer's satisfaction.
In 2011-2012, CCTS offered its complaint-handling services to customers of 178 service providers and brands across Canada.