Telco responses to the CCTS Annual Report 2018 - 2019
Bell Canada
Nathan Gibson, Media Relations at Bell
“While CCTS complaints were up for all national carriers, Bell’s share of the total continued to
decline for the 4th year in a row, with the smallest increase in the number of complaints among
our major competitors.
We’ll be reviewing the CCTS report in detail to ensure that we continue to provide customers
with the best experience across all of our brands.
Bell has more than 22 million customer connections. We don’t provide breakdowns by our
various brands.”
Rogers
Eric Agius, Senior Vice President, Customer Care
“We’re on a multi-year journey to improve our customer experience and customer feedback is
so important to us. While one complaint is one too many, we have started to see progress on
our plan -- we have the fewest complaints per subscriber of any national carrier and we are the
only with a drop in complaints over the last seven years.” Eric Agius, Senior Vice President,
Customer Care
TELUS
Tony Geheran, Executive Vice-President and Chief Customer Officer, TELUS
“TELUS continues to lead the industry, as we have since 2011, with the fewest complaints
amongst national carriers. Since 2014, we have enjoyed world leading customer loyalty as
demonstrated by our low customer churn.
We recognize that complaints across the industry have increased and we are listening. At
TELUS, we review every complaint with a focus on resolving it quickly and creating operational
improvements to benefit all of our customers. This reporting year, we saw an increase in
complaints following a price increase to a bring-your-own-device wireless plan; we heard from a
lot of customers who were frustrated with our pricing and they said the contract was difficult to
understand. We embraced this feedback. Since then, we have simplified our contract language
to make it more transparent, introduced new endless data plans that eliminate fears about
overages, and have dramatically cut-down the time it takes to connect with our customer service
teams. We are encouraged to see that this fall, we have received fewer complaints in
comparison to the same time period last year.

 We have been on a journey to put our customers first for over a decade, and we know there is
still work to be done. Our customers have my commitment that we will always listen, and will
continue to improve based upon their feedback.”
Shaw
Chethan Lakshman, Vice President, External Affairs, Shaw Communications
We appreciate the feedback that our customers provide us through the CCTS report, and we
will continue to use this information to make our products and customer service practices the
best they can be for our customers.
While most customer complaints are managed to a satisfactory resolution by our customer care
teams, we are disappointed that we have not met the expectations of a relatively small number
of customers and we look forward to the opportunity to build their trust and earn their business.
Cogeco Connexions
Gabriel Beausejour
During the period covered by the CCTS report, Cogeco Connexion did encountered issues
which were related to the implementation of our advanced CMS system. These issues, which
are now resolved, generated spikes in the number of direct calls received and consequently
delays in resolving some customer problems which further extended our resolution time. Despite
our efforts and the addition of new resources, the situation resulted in an abnormal increase in
the number of complaints during that period.
However, over the last 6 months, Cogeco Connexion has returned to its normal high standards
of customer service and is now responding to all of the complaints filed. We recognize that this
situation has been disruptive for our impacted customers that are accustomed to Cogeco’s high
quality service and we apologize again for that and reiterate our continued commitment to
excellence in customer service.