WIRELESS WHINING WANES
Canadians with wireless devices are complaining less, taking advantage of competitive offers more often and understanding their contracts better, says a survey commissioned by the Canadian Radio-television and Telecommunications Commission. The survey of
COMPLAINTS HAVE FALLEN
About one in five Canadians made complaints about wireless services in 2016, compared with one in four in 2014. The decline is largely driven by fewer complaints by those with family or monthly/post-paid plans. By contrast, complaints by those with pay-as-you-go plans nearly doubled over 2015.
Almost all of those with complaints direct them to their service provider, with 45 per cent reporting dissatisfaction with the resolution. The number aware of their right to complain to the Commissioner for Complaints for Telecommunications Services (CCTS) is dropping, with just 17 per cent saying they’re fully aware.
COMPETITIVENESS RISING
Canadians are increasingly taking advantage of a variety of competitive offers, such as family plans or promotional plans offered through an employer or association. Though about twothirds of Canadians have individual plans, 30 per cent have a family plan — up five percentage points from 2015.
One in five Canadians switched service providers in the past two years, mainly to get a better deal from a different provider. Fewer are switching because they’re unhappy with their provider.
MAKING BETTER SENSE OF CONTRACTS AND FEES
Two-thirds of Canadians say the contracts they signed were clear and easy to understand, similar to past results. But their understanding of cancellation fees has improved since 2014. Fewer experienced bill shock in 2016 (24 per cent, compared with 29 per cent in 2015) and fewer than one in five say their service provider changed their plans without first making them aware of the terms and conditions.
GROWING DATA DEMAND
Canadians increasingly consider data to be an important element of their wireless plans. While data is still less important than calling minutes or text messaging, 71 per cent consider it important and 45 describe data as essential — up five percentage points since 2015.
The demand for data is largely being driven by Canadians under age 55 and by women. Among those age 18 to 34, 57 per cent describe data as an essential element of their plans.
TAKE-AWAY FOR THE CRTC
Awareness of the CCTS remains low and is falling. Canadians who are aware of the office tend to be more satisfied with the resolution offered to their complaints, suggesting that increasing public awareness of the CCTS may lead to increased satisfaction with wireless complaint resolution.
Given the growing importance of data to Canadians, the CRTC should ensure that the Wireless Code “fully reflects and addresses” that increased interest, the survey report says.