“I would be very, very cautious about judging the state of the telecom environment in Canada by whether the number of complaints in a given year went up or down. Some service providers are doing better in some areas, while other service providers are doing not as well in others,” he said.
The decreases could also be linked to new guidelines published in several codes of conduct released over the past few years by the Canadian Radio-television and Telecommunications Commission, the telecom industry regulator.has dropped significantly since the Wireless Code required providers to be more clear in their offerings, Mr. Maker said.
“Canadians are anxious to have the hottest, greatest new smartphones and service providers are anxious to put them in our hands. But consumers are struggling to understand all the risks and rewards and complexities of these plans,” Mr. Maker said. While the Bell and Rogers brands account for about the same share of all complaints – 28 per cent and 27 per cent, respectively – their trends have moved in opposite directions since the CCTS’s 2018-2019 report.
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