Statement from Bell Spokesperson Nathan Gibson
January 22, 2018
Statement re: calls for the CRTC to hold a public inquiry
With Bell’s industry-leading investments in both customer service and product innovation, we
continue to see significant and ongoing improvements in customer satisfaction and retention.
We’ve implemented enhanced tools and training for call centre and other service
representatives, launched detailed and interactive bill options, and delivered a range of new
online and mobile self-serve tools. Alongside approximately $4 billion a year invested in
broadband networks and product innovations like Fibe, wireless LTE and CraveTV, we’re
delivering a better customer experience at every level.
Bell is Canada’s largest communications company, and we’re focused on delivering the best
possible experience to all of our more than 23 million customers across the country. We take
any concerns about our customer service very seriously and work to address all issues to our
customers’ satisfaction. Our team members and suppliers adhere to Bell’s code of conduct and
other policies, which of course includes disclosing all billing, service and other pertinent
information to customers (customers also receive email confirmation of all service and pricing
details).
Bell is regulated by the CRTC and other government bodies, and we supported the creation of
the federal Commissioner for Complaints for Telecom-Television Services (CCTS). We actively
promote the agency’s work on our customer bills and online. With the growing awareness of
CCTS’s role and increasing use of its complaint process by customers of all carriers, it’s worth
noting that the most recent CCTS report shows Bell had the lowest increase in complaints
relative to major competitors, and our overall share of complaints continues to decline each
year.