Bill shock, wireless complaints continue to fall, CRTC study says

The number of Canadians surprised by the extra charges on their monthly wireless bills continues to decline, according to the latest CRTC-commissioned study on the efficacy of the Wireless Code. In a report published in November, 21 per cent of respondents said they had experienced bill shock in 2016 — down from the 24 per cent who reported the same earlier in the year. The report, the result of a study conducted by market research company TNS Canada, is part of the CRTC’s review of the Wireless Code. A public hearing will begin in Gatineau, Que., on Feb. 6. Public-opinion research on the rules governing wireless service providers has been conducted annually since 2014, with 2016 marking the first time multiple polls were conducted in both the spring and autumn. Data overage fees and international roaming charges continue to be the leading contributors to bill shock, the report said. Respondents reported charges ranging from less than $50 to more than $1,000 per billing cycle. “The large majority of the unexpected charges (64%) however, are $100 or less,” the report said. The Wireless Code caps data overage charges and international roaming fees at $50 and $100 per month, respectively, “unless the customer explicitly and knowingly agrees to pay additional charges.” Complaints about wireless service also decreased between the spring and the fall, dropping to 17 per cent of respondents who said they’ve lodged complaints, from 21 per cent earlier in the year. Two thirds of those who said they did complain were likely to have done so multiple times, with 25 per cent making two complaints and 41 per cent lodging three or more. A plurality said complaints were made due to incorrect charges on their bill (45 per cent), followed by 32 per cent who complained about data charges and 25 per cent who complained about inadequate quality of service. The report was based on a telephone survey of 1,483 Canadian adults, conducted between Sept. 6 and Sept. 19, with a margin of error of plus or minus 2.5 per cent, 19 times out of 20. The project cost $59,934.45.

Bill shock, wireless complaints continue to fall, CRTC study says

Brief | January 3, 2017

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Bill shock, wireless complaints continue to fall, CRTC study says

Brief | January 3, 2017

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