MID-YEAR REPORT August 1, 2017 – January 31, 2018 Executive Summary 6,849 5,755 90.4 % 43 complaints accepted complaints concluded of complaints successfully resolved confirmed breaches of the Wireless Code 2 0 of the Deposit and Disconnection Code of the Television Service Provider Code confirmed breaches confirmed breaches Operational Statistics TABLE 1: SUMMARY OF KEY STATISTICS Complaints accepted 6,849 73% increase over same period last year Complaints concluded 5,755 48% increase over same period last year TOTAL COMPLAINTS RESOLVED 5,202 90.4 % complaints resolved 4,604 Complaints resolved at pre-investigation Complaints resolved at investigation 598 TOTAL COMPLAINTS CLOSED 552 Complaints closed at pre-investigation 196 Complaints closed at investigation 356 Recommendations accepted 1 Decisions issued – CCTS measures its performance against a number of standards. Our current results can be found on our website. Complaints by Service Provider TABLE 2: TOP 5 PARTICIPATING SERVICE PROVIDERS BY COMPLAINTS ACCEPTED Accepted Complaints % of All Accepted Complaints 2,275 33.2% 2. Rogers Communications 707 10.3% 3. TELUS Communications Inc. 511 7.5% 4. Virgin Mobile Canada 429 6.3% 5. Videotron Ltd 368 5.4% Participating Service Provider 1. Bell Canada All statistics are as at February 1, 2018 and are subject to audit. See Appendix A for complaints accepted for all service providers. CCTS MID -YE A R R EPO R T 2017-18 2 Issues Raised in Complaints TABLE 3: TOP 10 ISSUES RAISED IN COMPLAINTS1 Wireless Internet Local Phone Long Distance TV Total Issues % of All Issues 1,023 483 270 17 104 1,897 14.3% 2. Incorrect charge 583 552 404 34 164 1,737 13.1% 3. Intermittent/Inadequate quality of service 386 602 161 3 36 1,188 8.9% 4. Legitimacy and amount of early cancellation fees 268 258 175 1 30 732 5.5% 5. 30-day cancellation policy/ Charges billed after cancellation 192 242 177 10 41 662 5.0% 6. Credit/refund not received 319 167 105 7 28 626 4.7% 7. Breach of contract 308 90 56 2 15 471 3.5% 8. Credit reporting 238 102 65 3 12 420 3.2% 9. Complete loss of service 119 177 105 4 14 419 3.2% 168 116 85 9 31 409 3.1% Issue 1. Non-disclosure of terms/ Misleading information about terms 10. Material contract change without notice 1 Complaints can raise more than one issue. The complaints concluded between August 1, 2017 and January 31, 2018 raised 13,281 issues. TABLE 4: TOP 5 OUT OF MANDATE ISSUES Customers often raise issues that fall outside of the CCTS’ mandate. This table identifies the top 5 issues. Out of Mandate Issues % of Total Out of Mandate Issues Customer service (e.g. wait times, rude representative, etc.) 2,163 26.9% Service provider general operating practices and policies (e.g. the contents of plans and packages, the terms of fair use policies, etc.) 1,454 18.1% Broadcasting (TV and Radio)* 1,301 16.2% Pricing (e.g. prices set by service providers) 538 6.7% Telemarketing/unsolicited messages 399 5.0% * 602 of these are from August 2017 CCTS MID -YE A R R EPO R T 2017-18 3 TV Complaints On September 1, 2017, the mandate of the CCTS was expanded to: • include the authority to resolve complaints about TV services provided by Participating Service Providers; and • track, investigate and report on breaches of the CRTC’s Television Service Provider Code, which came into effect (for most service providers) on that date. Our authority to deal with these complaints and Code issues is limited to events that occurred on or after September 1, 2017. In order to provide interested parties with some early insight into what we are seeing in TV complaints, we are pleased to provide the information below about TV complaints that we received and concluded between September 1, 2017 and January 31, 2018. How many complaints about TV did CCTS accept? 846. Of those complaints, 230 were solely about TV; in the others, TV was complained about, along with another service(s). TABLE 5: STATUS OF ACCEPTED TV COMPLAINTS Here is the status of the 846 complaints accepted as at January 31, 2018 that contained TV issues. Resolved 389 Awaiting confirmation of resolution 140 Awaiting service provider response to complaint 175 Closed 53 Under investigation 81 Other 8 TOTAL 846 What issues were raised in the TV complaints we accepted? See Table 3 for our “Top 10” issues list. How many complaints about TV were we unable to accept, and why? 590. We were unable to accept them for a variety of reasons, including: 275 raised either an out-of-scope subject (e.g. broadcasting content, pricing of the service, customer service issues) or an out-of-scope service (e.g. internet-based streaming services and video applications) 112 were ineligible because they dealt with facts that occurred either prior to September 1, 2017, or otherwise outside our limitation period 86 raised issues with service provider operating practices, which is out of scope. CCTS MID -YE A R R EPO R T 2017-18 4 Code of Conduct Reporting The CCTS does not investigate every alleged breach of a Code. Complaints that are resolved to the mutual satisfaction of the customer and service provider do not receive additional analysis to determine whether a breach of the Code has occurred. This report includes only those Code-related issues that arose in complaints which have been concluded and for which breaches have been confirmed in the reporting period. The CCTS publishes an Annotated Guide to the Wireless Code and an Annotated Guide to the Deposit & Disconnection Code, which can be found on our website. The Wireless Code Deposit and Disconnection Code TABLE 6: SUMMARY OF WIRELESS CODE BREACHES TABLE 8: SUMMARY OF D&D CODE BREACHES 1,712 174 53 ALLEGED BREACHES 5 BREACHES INVESTIGATED 43 CONFIRMED BREACHES 131 2 NO BREACH CONFIRMED BREACHES TABLE 7: DETAILED BREAKDOWN OF TOP 5 WIRELESS CODE CONFIRMED BREACHES2 B.1 Paper or electronic copy of the contract was not provided to the customer; contract did not include all the information listed in the Wireless Code. I.2 Service provider did not give reasonable notice to the customer at least 14 calendar days and/or 24 hours before disconnection and the notice did not contain all relevant information. BREACHES INVESTIGATED 3 NO BREACH TABLE 9: DETAILED BREAKDOWN OF ALL D&D CODE CONFIRMED BREACHES 3 12 8 3.2 14-day Notice Not Given/Defective 3.3 24 hr. Notice Not Given/Defective 1 1 6 E.3 Service provider did not suspend data overage charges once they reached $50. 4 A.1. Plain language G.1. Early cancellation fees – General ALLEGED BREACHES 3 See Appendix B for a breakdown of the confirmed Wireless Code breaches by section. 2 See the CRTC’s Wireless Code for full text of appropriate sections. 3 See the CRTC’s Deposit and Disconnection Code for full text of appropriate sections. CCTS MID -YE A R R EPO R T 2017-18 5 Code of Conduct Reporting Television Service Provider Code TABLE 10: SUMMARY OF TELEVISION SERVICE PROVIDER CODE BREACHES 68 1 0 CONFIRMED BREACHES ALLEGED BREACHES BREACH INVESTIGATED 1 NO BREACH Terminology Alleged breach: when a customer claims that the service provider failed to perform an obligation under The Wireless Code (“TWC”), the Deposit and Disconnection Code (“D&D”) or the Television Service Provider Code (“TVSP Code”), or when a CCTS staff member identifies a potential TWC/D&D/TVSP Code breach based on the details of a complaint. Each breach references an individual section of the Code. Thus, more than one alleged breach may be recorded in a complaint. Confirmed breach: when the CCTS can confirm, based on its investigation, that a provision of TWC/D&D/TVSP Code has been breached. No breach: when we have investigated an alleged breach and concluded that the service provider didn’t breach TWC/D&D/TVSP Code. CCTS MID -YE A R R EPO R T 2017-18 6 Appendix A – Complaints by Service Provider August 1, 2017 – January 31, 2018 List of Participating Service Providers about which we accepted at least one complaint during the period. Proportion of All Complaints Accepted Participating Service Provider Mid--Year Report 2017-18 Mid--Year Report 2017-18 Annual Report 2016 -17 Change 2,275 33.2% 35.7% -2.5% 1. Bell Canada 2. Rogers Communications 707 10.3% 11.9% -1.5% 3. TELUS Communications Inc. 511 7.5% 6.9% 0.5% 4. Virgin Mobile Canada 429 6.3% 6.7% -0.4% 5. Videotron Ltd 368 5.4% 3.8% 1.6% 6. Fido 341 5.0% 5.0% 0.0% 7. Freedom Mobile Inc. 296 4.3% 3.3% 1.0% 8. Xplornet Internet Services 213 3.1% 2.8% 0.3% 9. Koodo 175 2.6% 2.9% -0.3% 10. Comwave 173 2.5% 2.5% 0.1% 11. Shaw Communications 118 1.7% 1.7% 0.0% 12. Chatr Wireless 102 1.5% 0.9% 0.6% 13. Cogeco Connexion (Ontario) 102 1.5% 1.1% 0.3% 14. Primus 98 1.4% 1.5% -0.1% 15. Bell Aliant 95 1.4% 1.4% 0.0% 16. Bell MTS 85 1.2% 0.8% 0.5% 17. Eastlink 77 1.1% 0.7% 0.4% 18. Public Mobile 70 1.0% 1.1% -0.1% 19. TekSavvy Solutions Inc. 66 1.0% 0.6% 0.4% 20. ACN Canada 35 0.5% 0.7% -0.2% 21. Bell Fibe (Quebec) 26 0.4% – – 22. Distributel Communications Limited 25 0.4% 0.3% 0.1% 23. Speak Out Wireless (7-11) 24 0.4% 0.3% 0.1% 24. Vonage Canada Corporation 22 0.3% 0.7% -0.3% 25. Acanac Inc. 20 0.3% 0.5% -0.2% 26. Cogeco Connexion (Quebec) 18 0.3% 0.2% 0.1% 27. Petro Canada Mobility 17 0.2% 0.1% 0.1% 28. VMedia 17 0.2% 0.2% 0.1% CCTS MID -YE A R R EPO R T 2017-18 7 Appendix A – Complaints by Service Provider August 1, 2017 – January 31, 2018 Proportion of All Complaints Accepted Participating Service Provider Mid-Year Report 2017-18 Mid-Year Report 2017-18 Annual Report 2016 -17 Change 29. Bell Fibe 14 0.2% – – 30. Bell Fibe (Ontario) 14 0.2% – – 31. CIK Telecom Inc. 14 0.2% 0.1% 0.1% 32. PC Mobile 13 0.2% 0.3% -0.1% 33. Sasktel 13 0.2% 0.3% -0.2% 34. Shaw Cable 13 0.2% – – 35. Bell ExpressVu 12 0.2% – – 36. EBOX Inc. 11 0.2% 0.1% 0.0% 37. Solo 10 0.1% 0.1% 0.0% 38. Ooma 9 0.1% 0.1% 0.0% 39. ComparAction 8 0.1% 0.2% -0.1% 40. Allstream 7 0.1% 0.0% 0.1% 41. Can-net Telecom 7 0.1% 0.0% 0.1% 42. City Wide Communications 7 0.1% 0.1% 0.0% 43. Execulink 7 0.1% 0.2% -0.1% 44. Worldline 7 0.1% 0.1% 0.0% 45. Sears Connect 6 0.1% 0.2% -0.1% 46. B2B2C Inc. 5 0.1% 0.0% 0.0% 47. italkBB 5 0.1% 0.1% 0.0% 48. Seaside Wireless Communications Inc. 5 0.1% 0.0% 0.1% 49. Sunsonic 5 0.1% 0.0% 0.1% 50. tbaytel 5 0.1% 0.1% -0.1% 51. Cable Axion 4 0.1% 0.0% 0.0% 52. Magic Jack Tel 4 0.1% 0.1% 0.0% 53. Zoomer 4 0.1% 0.0% 0.0% 54. Bravo Telecom 3 0.0% 0.0% 0.0% 55. CCI Wireless 3 0.0% 0.0% 0.0% 56. Delta Cable 3 0.0% 0.0% 0.0% 57. Maskatel 3 0.0% 0.0% 0.0% CCTS MID -YE A R R EPO R T 2017-18 8 Appendix A – Complaints by Service Provider August 1, 2017 – January 31, 2018 Proportion of All Complaints Accepted Participating Service Provider Mid-Year Report 2017-18 Mid-Year Report 2017-18 Annual Report 2016 -17 Change 58. Northern Tel 3 0.0% 0.0% 0.0% 59. Ontera 3 0.0% 0.0% 0.0% 60. PC Mobile 3 0.0% 0.3% -0.3% 61. Roam Mobility 3 0.0% 0.2% -0.2% 62. Shaw Direct (Star Choice Television Network Incorporated) 3 0.0% – – 63. Sogetel 3 0.0% 0.1% 0.0% 64. Velcom 3 0.0% 0.1% 0.0% 65. WiMac Tel 3 0.0% 0.0% 0.0% 66. WIND Mobile Corp. 3 0.0% 0.0% 0.0% 67. Yak Communications Corp. 3 0.0% 0.2% -0.1% 68. 8COM 2 0.0% 0.0% 0.0% 69. AllCore Communications Inc. 2 0.0% 0.0% 0.0% 70. Allo Telecom 2 0.0% – – 71. Auracom 2 0.0% 0.0% 0.0% 72. Call Select 2 0.0% 0.0% 0.0% 73. Carry Telecom 2 0.0% 0.0% 0.0% 74. Cityfone 2 0.0% 0.0% 0.0% 75. Digicom 2 0.0% 0.0% 0.0% 76. G3 Telecom 2 0.0% 0.0% 0.0% 77. Gems Telecom 2 0.0% 0.1% 0.0% 78. Globalstar 2 0.0% 0.1% 0.0% 79. InnSys 2 0.0% 0.1% -0.1% 80. Inter.net Canada 2 0.0% 0.0% 0.0% 81. Internet LightSpeed Communications 2 0.0% 0.0% 0.0% 82. Mascon Cable 2 0.0% – – 83. Navatalk 2 0.0% 0.0% 0.0% 84. Phonebox 2 0.0% 0.1% -0.1% 85. RINGCENTRAL 2 0.0% 0.0% 0.0% CCTS MID -YE A R R EPO R T 2017-18 9 Appendix A – Complaints by Service Provider August 1, 2017 – January 31, 2018 Proportion of All Complaints Accepted Participating Service Provider Mid-Year Report 2017-18 Mid-Year Report 2017-18 Annual Report 2016 -17 Change 86. TELUS Pik TV 2 0.0% – – 87. World-Link Communications Inc. 2 0.0% 0.0% 0.0% 88. Zid Internet 2 0.0% 0.0% 0.0% 89. 1010100 1 0.0% 0.0% 0.0% 90. AEI Internet 1 0.0% 0.1% 0.0% 91. 1 0.0% 0.1% -0.1% 92. Atalk 1 0.0% – – 93. Broad-Connect Telecom Inc. 1 0.0% – – 94. Bruce Telecom 1 0.0% 0.0% 0.0% 95. Cardinal Telecom (2000) Inc. 1 0.0% – – 96. CityWest Cable & Telephone Corp. 1 0.0% – – 97. 1 0.0% 0.0% 0.0% 98. Dery Telecom 1 0.0% 0.0% 0.0% 99. Fongo Inc. 1 0.0% 0.0% 0.0% 100. GETUS Communications LTD. 1 0.0% 0.0% 0.0% 101. Gold Line Telecommunications Inc. 1 0.0% 0.0% 0.0% 102. Good Call 1 0.0% – – 103. Groupe-Acces Communications 1 0.0% – – 104. Ice Wireless 1 0.0% – – 105. Internet Papineau Inc. 1 0.0% – – 106. Kingston Online Services 1 0.0% 0.0% 0.0% 107. Lucky Mobile 1 0.0% – – 108. Lycatalk 1 0.0% 0.0% 0.0% 109. MaximumISP 1 0.0% – – 110. MCS Net 1 0.0% 0.0% 0.0% 111. NetSet Communications 1 0.0% 0.0% 0.0% 112. NetTalk 1 0.0% 0.1% -0.1% 113. Northwestel 1 0.0% 0.0% 0.0% 114. OneConnect Services Inc. 1 0.0% 0.0% 0.0% Altima Telecom Cross Country T.V. Limited CCTS MID -YE A R R EPO R T 2017-18 10 Appendix A – Complaints by Service Provider August 1, 2017 – January 31, 2018 Proportion of All Complaints Accepted Mid-Year Report 2017-18 Mid-Year Report 2017-18 Annual Report 2016 -17 Change 115. Optik TV 1 0.0% – – 116. Pathway Communications 1 0.0% 0.0% 0.0% 117. Phone Power 1 0.0% 0.0% 0.0% 118. Quadro Communications 1 0.0% – – 119. RadioActif 1 0.0% 0.0% 0.0% 120. Raftview 1 0.0% – – 121. RuralWave 1 0.0% 0.0% 0.0% 122. Selectcom Telecom 1 0.0% 0.0% 0.0% 123. Simconet Technologies Inc. 1 0.0% – – 124. SkyChoice Communications Inc. 1 0.0% – – 125. Source Cable Ltd. 1 0.0% 0.0% 0.0% 126. Springtel Communications Inc. 1 0.0% – – 127. Start Communications 1 0.0% 0.1% -0.1% 128. Startec Global Communications 1 0.0% 0.0% 0.0% 129. Targo Communications Inc. 1 0.0% 0.0% 0.0% 130. Tel-Synergy 1 0.0% 0.0% 0.0% 131. Télébec 1 0.0% 0.1% -0.1% 132. Telehop 1 0.0% 0.0% 0.0% 133. TelKel Inc. 1 0.0% 0.0% 0.0% 134. Telnet Communications 1 0.0% 0.0% 0.0% 135. Toronto Telecom 1 0.0% – – 136. Tuckersmith Communications 1 0.0% – – 137. Unlimitel 1 0.0% – – 138. Vianet Internet Solutions 1 0.0% 0.1% -0.1% 139. VIF Internet 1 0.0% 0.1% 0.0% Participating Service Provider TOTAL 6,849 CCTS MID -YE A R R EPO R T 2017-18 11 Appendix B – Confirmed Wireless Code Breaches by Section August 1, 2017 – January 31, 2018 Section* Confirmed Breaches Mid-Year Report 2017-18 Mid-Year Report 2017-18 Annual Report 2016 -17 Change A. Clarity 5 11.6% 5.8% 5.8% 4 0 1 9.3% 0.0% 2.3% 4.7% 1.2% 0.0% 4.6% -1.2% 2.3% 12 27.9% 29.1% -1.2% 3 9 0 7.0% 20.9% 0.0% 17.4% 8.1% 3.5% -10.4% 12.8% -3.5% 1 2.3% 3.5% -1.2% 1 2.3% 3.5% -1.2% 2 4.7% 3.5% 1.2% 2 4.7% 3.5% 1.2% 9 20.9% 22.1% -1.2% 1 6 2 2.3% 14.0% 4.7% 1.2% 17.4% 3.5% 1.1% -3.4% 1.2% 0 0.0% 3.5% -3.5% 0 0.0% 3.5% -3.5% 5 11.6% 11.6% 0.0% 3 0 1 1 7.0% 0.0% 2.3% 2.3% 9.3% 1.2% 0.0% 1.2% -2.3% -1.2% 2.3% 1.1% 1 2.3% 2.3% 0.0% 1 2.3% 2.3% 0.0% 8 18.6% 18.6% 0.0% 0 8 0.0% 18.6% 3.5% 15.1% -3.5% 3.5% A.1. Plain language A.2. Prices A.3. Unlimited services B. Contracts and related documents B.1.(i-ii). Permanent copy of the contract and related documents B.1.(iv) a-e. Key contract terms and conditions B.1.(iv) f-m. Other aspects of the contract C. Critical Information Summary C.1. Critical Information Summary D. Changes to contracts and related documents D.1. Changes to key contract terms and conditions E. Bill management E.1. International roaming notification E.3. Cap on data overage charges E.4. Unsolicited wireless services F. Mobile device issues F.1. Unlocking G. Contract cancellation and extension G.1. Early cancellation fees – General G.2. Early cancellation fees – Subsidized device G.4. Trial period G.5. Cancellation date H. Security deposits H.1. Requesting, reviewing, and returning a security deposit I. Disconnection I.1. When disconnection may occur I.2. Notice before disconnection TOTAL 43 Proportion of All Confirmed Breaches** 100% 100% * Note that all confirmed breaches are related to facts that occurred before December 1, 2017; therefore, the section numbers refer to the pre-December 2017 version of the Wireless Code. ** Total and subtotal percentages rounded. CCTS MID -YE A R R EPO R T 2017-18 12